Technical Account Manager - Service Delivery

Thales Group•Austin, TX

35d•Hybrid

About The Position

Austin, Hybrid Thales is currently looking for a Technical Account Manager who will join our Service Delivery team. In this role, you will be responsible for a set of customers in North America (NORAM) to include Law Enforcement and Driver's Licenses and ID's (state and provincial motor vehicles), solution where a wide-range of technology and systems, from desktop applications integrating various hardware (biometric devices) to high-performance server applications, including issuance of official documents in a very secure environment (PKI, encryption, cryptography) and an evolution into AWS will be present. Regulatory Compliance Requirements Must have U.S. Citizenship in order to obtain the post-hire Criminal Justice Information Services (CJIS) Clearance from the Federal Bureau of Investigation and must be able to obtain post-hire clearance from the Committee on Foreign Investments in the U.S. (CFIUS) and Department of Justice.

Requirements

Bachelor's Degree in a technical major such as Information Systems or Computer Science with a minimum of 5 years of relevant work experience or a Master's degree in a technical field with 4+ years of experience, or an equivalent combination of education and experience in service delivery.
8+ years of managing external/internal customer expectations and relationships.
8+ years of experience in Crisis Management and managing customer escalations, crisis management, contract management, ability to translate financial data into action planning through data analysis, and in understanding of managing Service Level Agreements and cost management.
Experience and comfortability presenting and speaking to members of leadership in related organizations
Demonstrable experience partnering and negotiating with internal and external customers in driving projects successfully through the duration of the contract, including finding solutions in complex environments.
Proven knowledge of ITIL Best Practice Methodology; Application Servers, Client Server application, web services.
Applicants must be legally authorized to work in the United States for any employer at the time of hire.
Must have U.S. Citizenship in order to obtain the post-hire Criminal Justice Information Services (CJIS) Clearance from the Federal Bureau of Investigation and must be able to obtain post-hire clearance from the Committee on Foreign Investments in the U.S. (CFIUS) and Department of Justice.

Responsibilities

Drive customer project priorities through routine coordination and escalation support to ensure timely resolution and high customer satisfaction.
Build relationships with key customer staff as Single Point of contact and customer advocate.
Oversee the maintenance lifecycle of complex hardware/software solutions including software bug resolution, change management, while mitigating negative risks to the business and customers.
Ensure successful contract performance and compliance by managing Service Level Agreements (SLA), kpi metrics, or other specifications as stated in SOW/eRFP/Requirements documents.
Control and monitor customer project financials by managing internal customer budgeting, forecasting, estimate analysis to ensure proper resource allocation and spend.
Coordinate/collaborate with internal technical teams (Engineering, IT Operations, Support) to resolve issues and ensure program success.

Benefits

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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