Service Delivery Manager

Thales; Bogotá ciudad; Híbrido; COP 120.000.000 - 180.000.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid work model

Descripción de la vacante

Thales in Bogotá is seeking a results-driven Service Delivery Manager to own end-to-end management of Support & Maintenance contracts across Thales and third-party solutions, ensuring SLAs are met and client experience remains outstanding.

You will lead incident and escalation management, coordinate preventive actions, and drive KPI-based reporting while identifying upsell and renewal opportunities with LATAM travel as needed.

Formación

• Bachelor’s or Master’s degree in Engineering, Computer Science, or related technical field.
• 5+ years of experience as a Service Delivery Manager or in a relevant role.
• Fluency in English and Spanish (written and spoken).
• Strong communication and presentation skills.
• Willingness to travel across LATAM.

Responsabilidades

• Own the customer relationship and serve as the primary contact for Support & Maintenance contracts.
• Drive account performance with KPI and SLA reports; identify upsell and renewal opportunities.
• Manage contract financials; track profitability and ensure customer satisfaction.
• Govern third-party vendors and monitor their performance.
• Lead incident and escalation management to ensure SLA compliance.
• Oversee preventive and corrective actions including software upgrades and releases.

Conocimientos

English fluency

Spanish fluency

Communication skills

Presentation skills

Educación

Bachelor’s or Master’s degree in Engineering/Computer Science

Descripción del empleo

Thales 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.

Are you a results-driven Service Delivery Manager with a passion for excellence in complex IT environments? Join a world-leading technology company and play a pivotal role in delivering mission-critical Government Program Solutions across software and hardware ecosystems.

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).

At 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.