Technical Project Manager

Thales • Austin, TX

8d • Hybrid

About The Position

Thales is seeking a Technical Project Manager / Service Delivery Manager to join their Service Delivery team in Austin, Texas. This hybrid role will be responsible for a portfolio of customers in North America, focusing on Law Enforcement and Driver’s Licenses and ID’s (state and provincial motor vehicles). The position involves managing complex technology and systems, including desktop applications with hardware integration (biometric devices), high-performance server applications, secure document issuance (PKI, encryption, cryptography), and an upcoming transition to AWS. The role requires driving customer project priorities, acting as a Single Point of Contact, overseeing the maintenance lifecycle of hardware/software solutions, ensuring contract performance and compliance through SLA management, and controlling project financials. Collaboration with internal technical teams (Engineering, IT Operations, Support) is crucial for issue resolution and program success.

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.
• Must be able to obtain post-hire clearance from the Committee on Foreign Investments in the U.S. (CFIUS) and Department of Justice.
• Bachelor’s Degree in a technical major such as Information Systems or Computer Science a Master’s degree in a technical field, 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.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level