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Thales · 1 day ago

Service Delivery Manager

Syracuse, NY

Full-time

Hybrid

Senior Level, Lead/Staff

$110K/yr - $231K/yr

9+ years exp

Thales is a company that provides solutions for operational advantages in defense and armed forces. They are seeking a Service Delivery Manager responsible for overseeing the delivery of operational and technical services, ensuring alignment with service delivery frameworks and a focus on customer satisfaction.

AerospaceCyber SecurityIndustrial ManufacturingMilitaryRemote SensingSecurityTransportation

No H1B

U.S. Citizen Only

Responsibilities

Serve as a Service Delivery Manager within the organization, contributing to a culture of operational excellence, accountability, and continuous improvement across service delivery teams. Provide clear leadership, direction, and oversight to the operations and maintenance teams throughout the full lifecycle of service delivery, ensuring alignment with contractual, operational, and customer requirements

Execute, maintain, and continuously improve policies, workflows, procedures, and operating standards governing all operations and maintenance activities

Establish, monitor, and report on Key Performance Indicators (KPIs), Service Level Agreements (SLAs), and operational metrics to ensure service quality, reliability, availability, and performance objectives are consistently met

Drive quality assurance and continuous improvement initiatives, leveraging performance data, trend analysis, and root cause analysis to identify and address service gaps. Plan, coordinate, and lead changes to operations and maintenance policies, procedures, and service models, ensuring appropriate governance, stakeholder engagement, communication, and change control

Proactively identify, manage, and remove operational, technical, and organizational obstacles that may impact service delivery, customer satisfaction, or team effectiveness. Serve as a key interface between customers, project teams, and internal stakeholders, ensuring transparency, alignment, and timely communication regarding service performance, issues, risks, and corrective actions

Collaborate closely with cross-functional teams—including engineering, systems, field services, and project management—to ensure service delivery supports broader business, technical, and functional objectives. Support effective resource coordination, knowledge sharing, and team readiness, including training, documentation, and operational preparedness for ongoing and evolving services

Qualification

Service Delivery ManagementOperations ManagementTechnical ServicesData AnalyticsKPI TrackingCross-functional Team LeadershipCustomer EngagementCommunication SkillsProblem-solvingOrganizational Skills

Required

Bachelor's degree in Engineering, Information Technology, Computer Science, Systems Engineering, Operations Management, Business Administration, or a closely related field; an equivalent combination of education and relevant experience may be considered

Minimum of 9 years of progressive experience in an engineering, technical services, or service delivery environment, including operations and maintenance (O&M) or managed services responsibilities

Demonstrated experience establishing, executing, and continuously improving operations and maintenance policies, procedures, workflows, and service standards

Strong understanding of IT service delivery models, including software and infrastructure services (e.g., SaaS, IaaS), and their operational, support, and lifecycle considerations

Proven ability to lead, influence, and coordinate cross-functional teams, driving alignment, accountability, and performance across diverse stakeholders

Excellent communication and presentation skills, with the ability to convey complex technical and operational information clearly to both technical and non-technical audiences, including customers and senior leadership

Strong organizational, planning, and time-management skills, with the ability to manage multiple priorities and deliver results in a dynamic, service-oriented environment

Demonstrated analytical and problem-solving capabilities, with a structured, systematic approach to performance monitoring, issue resolution, and continuous improvement

Experience defining, tracking, and leveraging KPIs, service metrics, and quality indicators to drive service quality, reliability, and customer satisfaction

High standard of quality, accuracy, and attention to detail, with a disciplined approach to documentation, configuration management, and service governance

Strong interpersonal skills and the ability to build effective working relationships with customers, internal teams, and external partners

Self-directed, disciplined professional with a strategic mindset and operational vision, capable of anticipating risks, identifying improvement opportunities, and guiding teams toward long-term service excellence

Applicants must be legally authorized to work in the United States for any employer at the time of hire. This position is not eligible for visa sponsorship or for assuming sponsorship of an employment visa now or in the future

Preferred

Working knowledge of the national airspace system and/or an understanding of unmanned aircraft systems

Experience working on technology-centered programs for US Federal Gov't Agencies (with a strong preference for FAA, DoD/DoW and/or DHS)

Knowledge of aeronautical and Air Traffic Management (ATM) systems, data, and operational environments, including an understanding of industry standards, safety culture, and regulatory considerations

Familiarity with FAA operations and maintenance policies, procedures, and governance frameworks, including compliance, audit, and reporting expectations

Experience supporting or delivering mission-critical, safety-regulated, or high-availability systems in aviation, aerospace, defense, or similarly regulated industries

Understanding of service delivery within government or public-sector environments, including customer engagement, contractual obligations, and performance reporting

Familiarity with service performance metrics, SLAs, and operational dashboards in an aviation or infrastructure-based services environment

Prior experience contributing to or leading continuous improvement initiatives within operations, maintenance, or service delivery organizations

Benefits

Elective Health, Dental, Vision, FSA/HSA, Voluntary Life and AD&D, Whole Group Life w/LTC, Critical Illness, Hospital Indemnity, Accident Insurance, Legal Plan, Identity Theft, and Pet Insurance

Retirement Savings Plan after 30 days of employment with a company contribution and a match, and with no vesting period

Company paid holidays and Paid Time Off

Company provided Life Insurance, AD&D, Disability, Employee Assistance Plan, and Well-being Program