Service Delivery Manager

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 RoleAs 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 DoOwn the Customer Relationship - Serve as the primary point of contact for Support & Maintenance contracts, building trusted, long-term partnerships with government clientsDrive Account Performance - Deliver actionable KPI and SLA reports, provide strategic evolution advice, and identify upsell and contract renewal opportunitiesManage Financial Health - Oversee contract financials, track profitability, and ensure sustained customer satisfaction through proactive engagementGovern Third-Party Vendors - Lead communication, performance monitoring, and accountability across all third-party contract partnersLead Incident & Escalation Management - Coordinate incident follow-up, manage critical escalations, and ensure SLA compliance at every stageOversee Preventive & Corrective Actions - Execute scheduled preventive maintenance, software upgrades, and new release deployments in alignment with contractual obligationsWhat We're Looking ForBachelor'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 environmentsFull 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 (Click Here)#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!