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 billions 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.
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).
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