Strategic Service Delivery Lead – IT Contracts & SLAs

Thales Group; Bogotá; Hybrid; 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

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.