Strategic IT Service Delivery Lead — Government Programs

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 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.