Service Delivery Manager

Thales•Syracuse, NY

7h•Hybrid

About The Position

The FAA’s Brand-New Air Traffic Control System and other initiatives related to Unmanned Aircraft Systems and Advanced Air Mobility are fueling the growth of Thales’ Airspace Mobility Solutions team. We are expanding our teams in Arlington, Virginia and Syracuse, New York and seek talented individuals who want to be part of these ambitious initiatives shaping the future of aviation. We are looking for people with a passion for aviation and ready to deliver innovative solutions built to the nation’s highest safety and security standards. America’s aviation moment is now. Thales has the solutions, experience and expertise to execute now. Come join our journey. Thales is looking for a Service Delivery Manager , who will be responsible for overseeing the delivery of operational and technical services in alignment with the Chorus 2.0 Service Delivery framework, supporting both Technical Services, including Software-as-a-Service (SaaS) and Infrastructure-as-a-Service (IaaS), as well as Operational Services such as data analytics, training, and continuous improvement initiatives. In this position, you will ensure services are delivered with a strong focus on reliability, availability, performance, and customer satisfaction while serving as a key interface between customers, project teams, and internal stakeholders, requiring a highly organized and methodical professional who excels at establishing and maintaining policies, workflows, and procedures and who demonstrates technical understanding, operational excellence, and customer engagement with a strong grasp of service management principles and an appreciation of the commercial and contractual aspects of delivering software and infrastructure services.

Requirements

Bachelor’s degree in Engineering, Information Technology, Computer Science, Systems Engineering, Operations Management, Business Administration, or a closely related field; an equivalent combination of education and relevant experience may be considered.
Minimum of 9 years of progressive experience in an engineering, technical services, or service delivery environment, including operations and maintenance (O&M) or managed services responsibilities.
Demonstrated experience establishing, executing, and continuously improving operations and maintenance policies, procedures, workflows, and service standards.
Strong understanding of IT service delivery models, including software and infrastructure services (e.g., SaaS, IaaS), and their operational, support, and lifecycle considerations.
Proven ability to lead, influence, and coordinate cross-functional teams, driving alignment, accountability, and performance across diverse stakeholders.
Excellent communication and presentation skills, with the ability to convey complex technical and operational information clearly to both technical and non-technical audiences, including customers and senior leadership.
Strong organizational, planning, and time-management skills, with the ability to manage multiple priorities and deliver results in a dynamic, service-oriented environment.
Demonstrated analytical and problem-solving capabilities, with a structured, systematic approach to performance monitoring, issue resolution, and continuous improvement.
Experience defining, tracking, and leveraging KPIs, service metrics, and quality indicators to drive service quality, reliability, and customer satisfaction.
High standard of quality, accuracy, and attention to detail, with a disciplined approach to documentation, configuration management, and service governance.
Strong interpersonal skills and the ability to build effective working relationships with customers, internal teams, and external partners.
Self-directed, disciplined professional with a strategic mindset and operational vision, capable of anticipating risks, identifying improvement opportunities, and guiding teams toward long-term service excellence.
Applicants must be legally authorized to work in the United States for any employer at the time of hire.
US - CUI Regulatory Compliance Requirement – Must be a US Person as defined in applicable law.
This position is not eligible for visa sponsorship or for assuming sponsorship of an employment visa now or in the future.

Nice To Haves

Working knowledge of the national airspace system and/or an understanding of unmanned aircraft systems.
Experience working on technology-centered programs for US Federal Gov’t Agencies (with a strong preference for FAA, DoD/DoW and/or DHS).
Knowledge of aeronautical and Air Traffic Management (ATM) systems, data, and operational environments, including an understanding of industry standards, safety culture, and regulatory considerations.
Familiarity with FAA operations and maintenance policies, procedures, and governance frameworks, including compliance, audit, and reporting expectations.
Experience supporting or delivering mission-critical, safety-regulated, or high-availability systems in aviation, aerospace, defense, or similarly regulated industries.
Understanding of service delivery within government or public-sector environments, including customer engagement, contractual obligations, and performance reporting.
Familiarity with service performance metrics, SLAs, and operational dashboards in an aviation or infrastructure-based services environment.
Prior experience contributing to or leading continuous improvement initiatives within operations, maintenance, or service delivery organizations.

Responsibilities

Serve as a Service Delivery Manager within the organization, contributing to a culture of operational excellence, accountability, and continuous improvement across service delivery teams.
Provide clear leadership, direction, and oversight to the operations and maintenance teams throughout the full lifecycle of service delivery, ensuring alignment with contractual, operational, and customer requirements.
Execute, maintain, and continuously improve policies, workflows, procedures, and operating standards governing all operations and maintenance activities.
Establish, monitor, and report on Key Performance Indicators (KPIs), Service Level Agreements (SLAs), and operational metrics to ensure service quality, reliability, availability, and performance objectives are consistently met.
Drive quality assurance and continuous improvement initiatives, leveraging performance data, trend analysis, and root cause analysis to identify and address service gaps.
Plan, coordinate, and lead changes to operations and maintenance policies, procedures, and service models, ensuring appropriate governance, stakeholder engagement, communication, and change control.
Proactively identify, manage, and remove operational, technical, and organizational obstacles that may impact service delivery, customer satisfaction, or team effectiveness.
Serve as a key interface between customers, project teams, and internal stakeholders, ensuring transparency, alignment, and timely communication regarding service performance, issues, risks, and corrective actions.
Collaborate closely with cross-functional teams—including engineering, systems, field services, and project management—to ensure service delivery supports broader business, technical, and functional objectives.
Support effective resource coordination, knowledge sharing, and team readiness, including training, documentation, and operational preparedness for ongoing and evolving services.

Benefits

Thales provides an extensive benefits program for all full-time employees working 30 or more hours per week and their eligible dependents, including the following: Elective Health, Dental, Vision, FSA/HSA, Voluntary Life and AD&D, Whole Group Life w/LTC, Critical Illness, Hospital Indemnity, Accident Insurance, Legal Plan, Identity Theft, and Pet Insurance
Retirement Savings Plan after 30 days of employment with a company contribution and a match, and with no vesting period
Company paid holidays and Paid Time Off
Company provided Life Insurance, AD&D, Disability, Employee Assistance Plan, and Well-being Program

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