Service Delivery Manager

Thales Group; Bogotá; On-site; COP 296,076,980 - 444,115,470; Full time

Job summary

Thales Group seeks a Service Delivery Manager in Bogotá, responsible for managing customer relationships, overseeing contract performance, and ensuring service excellence. This hybrid role requires at least 5 years of experience in IT services, fluency in English and Spanish, and excellent communication skills. The successful candidate will manage support and maintenance contracts, provide KPI reports, and lead proactive engagement strategies. Join Thales where we offer careers, not just jobs, and embrace flexibility in the workplace.

Qualifications

• 5+ years of proven experience in a Service Delivery Manager role or relevant experience.
• Full professional fluency in English and Spanish, written and spoken.
• Strong communication and presentation skills, capable of simplifying complex information.

Responsibilities

• Serve as the primary contact for Support & Maintenance contracts.
• Deliver actionable KPI and SLA reports with strategic advice.
• Oversee contract financials and customer satisfaction.
• Lead communication and performance monitoring with third-party vendors.
• Coordinate incident follow-up and manage critical escalations.
• Execute preventive maintenance and software upgrades.

Skills

Customer Relationship Management

KPI and SLA Reporting

Communication Skills

Incident Management

Bilingual (English and Spanish)

Education

Bachelor's or Master's degree in Engineering or Computer Science

Tools

ITIL Certification

PMP Certification

BPMS Certification

Job description

Service Delivery Manager page is loaded## Service Delivery Managerremote type: On-Sitelocations: Bogotatime type: Full timeposted on: Posted Todayjob requisition id: R0324909Thales people architect identity management and data protection solutions at the heart of digital security. Business and governments rely on us to bring trust to the billons of digital interactions they have with people. Our technologies and services help banks exchange funds, people cross borders, energy become smarter and much more. More than 30,000 organizations already rely on us to verify the identities of people and things, grant access to digital services, analyze vast quantities of information and encrypt data to make the connected world more secure.**About the Role**As our **Service Delivery Manager**, you will be the cornerstone of our customer relationships, ensuring every contractual commitment is met, every SLA is exceeded, and every client experience reflects the highest standard of service. You will lead the end-to-end management of support & maintenance contracts covering Thales and third-party solutions, driving satisfaction, performance, and growth.**What You'll Do*** **Own the Customer Relationship** — Serve as the primary point of contact for Support & Maintenance contracts, building trusted, long-term partnerships with government clients* **Drive Account Performance** — Deliver actionable KPI and SLA reports, provide strategic evolution advice, and identify upsell and contract renewal opportunities* **Manage Financial Health** — Oversee contract financials, track profitability, and ensure sustained customer satisfaction through proactive engagement* **Govern Third-Party Vendors** — Lead communication, performance monitoring, and accountability across all third-party contract partners* **Lead Incident & Escalation Management** — Coordinate incident follow-up, manage critical escalations, and ensure SLA compliance at every stage* **Oversee Preventive & Corrective Actions** — Execute scheduled preventive maintenance, software upgrades, and new release deployments in alignment with contractual obligations**What We're Looking For*** Bachelor's or Master's degree in Engineering, Computer Science, or a related technical field.* 5+ years of proven experience as a Service Delivery Manager, or in a relevant role managing complex IT solutions, systems integration, or enterprise computing environments* Full professional fluency in **English and Spanish** (written and spoken).* Strong communication and presentation skills — ability to simplify the complex and inspire confidence.* Willingness to travel across LATAM.**Nice to have:** ITIL, PMP and BPMS certifications. Hybrid role based in Bogotá D.C. (Parque de la 93).**Say HI and learn more about working at Thales**#LI-JCB#LI-HYBRIDAt Thales we provide CAREERS and not only jobs. With Thales employing 80,000 employees in 68 countries our mobility policy enables thousands of employees each year to develop their careers at home and abroad, in their existing areas of expertise or by branching out into new fields. Together we believe that embracing flexibility is a smarter way of working. Great journeys start here, apply now!