Service delivery manager

Thales Group; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

Thales Group in Singapore seeks a senior Service Delivery Manager to own end-to-end AMS service delivery, ensuring contract performance, cost control, and proactive improvements. You will manage incidents, changes, and risk while aligning with ATM and cybersecurity standards.

You will lead multi-party coordination, drive customer satisfaction, and seek opportunities for service growth within safety-critical environments. This role is based in Singapore at Thales' local sites.

Qualifications

• Experience in service delivery and project delivery within safety-critical or regulated industries (ATM, aviation, defence, telecoms, rail or energy).
• Strong communication and stakeholder management skills with customer-focused approach.
• Familiarity with ATM systems and related data services is a plus; ITIL or CMMI-SVC knowledge is desirable.

Responsibilities

• Own end-to-end delivery of contracted AMS services, managing requirements, costs and schedule.
• Lead service reviews with customers and coordinate with internal and external stakeholders.
• Oversee incident and change management, ensuring timely, effective responses.
• Ensure compliance with regulatory and Thales cybersecurity standards and audits.
• Coordinate with suppliers and internal teams to ensure service readiness and governance.
• Identify opportunities to grow service scope and drive customer value.

Skills

Service delivery

Project delivery

Stakeholder management

ATM systems knowledge

Education

Bachelor's degree in a relevant field

Tools

ITIL

CMMI-SVC

Job description

Location: Singapore, Singapore Thales is a global technology leader trusted by governments, institutions, and enterprises to tackle their most demanding challenges. From quantum applications and artificial intelligence to cybersecurity and 6G innovation, our solutions empower critical decisions rooted in human intelligence. Operating at the forefront of aerospace and space, cybersecurity and digital identity, we’re driven by a mission to build a future we can all trust. In Singapore, Thales has been a trusted partner since 1973, originally focused on aerospace activities in the Asia‑Pacific region. With 2,000 employees across three local sites, we deliver cutting‑edge solutions across aerospace (including air traffic management), defence and security, and digital identity and cybersecurity sectors. Together, we’re shaping the future by enabling customers to make pivotal decisions that safeguard communities and power progress.

Key Responsibilities

1. Service Performance & Contract Delivery

Own end‑to‑end delivery of contracted AMS services to Customers. Control requirements, costs and schedule during all the contract life cycle Manage project quality and customer and stakeholders overall satisfaction Manage legal and contractual requirements including handling disputes Conduct regular progress review meetings, reporting the project progress to the company senior management Manage risks and opportunities Ensure all services meet defined SLA and KPI performance metrics. Produce and present regular service performance reports, dashboards, and trend analyses. Drive proactive service improvements to enhance stability, resilience, and Customer satisfaction. Oversee the financial management of contracts by monitoring budgets, controlling costs, and ensuring profitable delivery. Continuously identify opportunities to optimize resource allocation, reduce expenses, and improve project margins without compromising service quality and client satisfaction.

2. Customer Relationship & Stakeholder Management

Act as the primary contact for Customers regarding service delivery, service performance and improvements. Lead regular service review meetings, ensuring transparent communication and alignment with Customer expectations. Manage escalations and ensure timely, accurate communication during service disruptions. Build strong, trust‑based relationships with operational, technical, and commercial stakeholders within Customer organisations. Regularly measure customer satisfaction, identify areas for improvement, and implement actionable plans to enhance service quality and client relationships.

3. Incident and Request Management

Oversee the management of incidents affecting Customer services, ensuring rapid coordination across internal teams and suppliers. Ensure root‑cause analysis and corrective actions are completed for all significant events. Ensure timely and value‑based answers to Customer requests. Be actively involved within the change process to ensure modifications to systems or services are controlled, tested, and communicated effectively to Customers. Ensure continuity and resilience plans are maintained and tested.

4. Compliance, Safety & Regulatory Alignment

Ensure service delivery processes align with relevant ATM regulatory frameworks. Maintain full compliance with Thales quality standards by implementing consistent processes, conducting regular audits, and driving continuous improvement initiatives. Ensure that all service delivery processes strictly adhere to Thales cybersecurity standards and best practices to protect client data and maintain system integrity. Support audits, safety assessments, and compliance reporting. Maintain accurate service documentation, configuration records, and evidence required for regulatory oversight.

5. Internal Coordination & Service Governance

Interfaces with internal Services Managers and their service delivery capabilities who are responsible for delivering the various services of the catalogue. Manage performance of suppliers delivering components of the delivered services. Coordinate internal and external stakeholders to ensure cohesive service delivery for Customers. Ensure service readiness prior to new deployments, upgrades, or transitions. Support lifecycle planning for systems and services delivered to Customers. Contribute to internal governance forums, risk reviews, and service improvement boards.

6. Service Sales & Customer Business Growth

Proactively engage with Customers to identify opportunities for selling additional AMS services that meet their evolving operational needs. Work closely with sales and commercial teams to develop and present compelling service propositions and commercial offers. Lead service consultations and discussions with Customers to articulate the benefits, value, and competitive advantage of AMS service offerings. Support contract negotiations and renewals by aligning service delivery capabilities with Customer business objectives. Foster strong Customer relationships to drive trust, loyalty, and long‑term business growth through service adoption and expansion.

Required Skills & Experience

Proven experience in service delivery, project delivery, operations, or customer management within safety‑critical or highly regulated industries such as ATM, aviation, defence, telecommunications, rail, or energy sectors. Demonstrated ability to manage complex service environments involving multiple parties and suppliers. Excellent communication and stakeholder management skills, with a particular aptitude for engaging operationally focused Customers. Strong analytical and problem‑solving capabilities focused on driving measurable business outcomes. Familiarity with Air Traffic Management (ATM) systems including surveillance, communications, navigation, network infrastructure, command & control systems, or data services. Desirable: knowledge and practical application of service management frameworks such as ITIL, CMMI‑SVC, or equivalent.

Personal Attributes

Safety‑first mindset with an unwavering commitment to compliance and risk management. Customer‑centric approach, emphasizing relationship‑building and responsiveness. Calm, structured, and decisive when managing crises or working under pressure. Proactive, continuous improvement‑oriented, and willing to challenge the status quo constructively. Skilled in influencing and persuading stakeholders without direct authority.

At Thales, we’re committed to fostering a workplace where respect, trust, collaboration, and passion drive everything we do. Here, you’ll feel empowered to bring your best self, thrive in a supportive culture, and love the work you do. Join us, and be part of a team reimagining technology to create solutions that truly make a difference – for a safer, greener, and more inclusive world.

Interested in finding out more about Thales and why you should join us?