Technical Account Manager - Service Delivery

The Technical Account Manager/Service Delivery Manager will oversee customer accounts in North America, focusing on Law Enforcement and Driver’s Licenses & IDs solutions. This hybrid role involves ensuring quality service, managing customer escalations, and maintaining contractual and financial expectations. The manager will build strong customer relationships, manage complex solutions, support transitions from project to production, and ensure SLA delivery. Key responsibilities include budgeting, forecasting, and managing change requests for software development and equipment.

Must Have

• Build relationships with key customer staff as Single Point of contact and Customer advocate.
• Manage complex solutions that involve large revenue and critical or high-level customers.
• Manage the transition from project to production as point of contact for Operations.
• Ensure Service Level Agreement delivery to the customer on all metrics.
• Provide escalation support for all critical tasks to include outage management and severe incidents.
• Provide quotation support for operations and manage change request for software development, software bugs and additional equipment purchases.
• Manage customer project financials by performing internal customer budgeting, forecasting, and detailed deployment estimates.
• Bachelor’s Degree in a technical major (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, contract management, financial data analysis, and SLA management.
• Experience and comfortability presenting and speaking to members of leadership.
• Demonstrable experience partnering and negotiating with internal and external customers.
• Proven knowledge of ITIL Best Practice Methodology; Application Servers, Client Server application, web services.
• Eligible or able to obtain authorization for access to hardware, software or technical information controlled under the Canadian Export Control List and/or the US Export Administration Regulations (EAR).

Perks & Benefits

• Company paid Extended Health, Dental, HSA, Life, AD&D, Short-term Disability, Cancer Care Program, travel insurance, Employee Assistance Plan and Well-Being program.
• Retirement Savings Plans (RRSP, DCPP, TFSA) with a company contribution and a match to a DCPP, with no vesting period.
• Company paid holidays, vacation days, and paid sick leave.
• Voluntary Life, AD&D, Critical Illness, Long-Term Disability.
• Employee Discounts on home, auto, and gym membership.

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.

Position Summary

We have a current vacancy for a Technical Account Manager/ Service Delivery Manager to join our Team.

The Technical Account Manager/ Service Delivery Manager 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.

In this position, you will ensure the quality of service provided respects the contractual, financial, and other committed customer and corporate expectations by hosting support and maintenance ongoing meetings with the customer, management and other stakeholders. Manage customer escalations and interface internally to ensure customer requests are addressed while ultimately managing to internal budgets and company decisions.

Regulatory Compliance Requirement

This position requires direct or indirect access to hardware, software or technical information controlled under the Canadian Export Control List and/or the US the Export Administration Regulations (EAR). All applicants must be eligible or able to obtain authorization for such access.

Key Areas of Responsibility

• Build relationships with key customer staff as Single Point of contact and Customer advocate.
• Manage complex solutions that involve large revenue and critical or high-level customers while mitigating negative risks to the business.
• Manage the transition from project to production as point of contact for Operations and support the final acceptance of the transfer.
• Ensure Service Level Agreement delivery to the customer on all metrics as stated in the SOW/eRFP and provide escalation support for all critical tasks to include outage management and any severe incidents.
• Provide quotation support for operations and manage change request for software development, software bugs and additional equipment purchases in lifecycle.
• Manage customer project financials by performing internal customer budgeting, forecasting, and detailed deployment estimates to ensure proper resource allocation and spend.

Minimum Qualifications

• 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.

If you’re excited about working with Thales, but not meeting the requirements for this position, we encourage you to join our Talent Community!

Special Position Requirements

Schedule: Position will require more than the standard hours a week to support customers as well as some weekend support. Flexibility in working hours as necessary.

Travel: 20% travel – includes travel to support customers and occasional travel to other Thales offices for training/team meetings.

Customer Location Based or Site Visits: Mobility required within region of scope for travel to customer/account sites, onsite technical support and deployment as appropriate.

The reference Total Target Compensation(TTC) market range for this position, inclusive of annual base salary and the variable compensation target, is between Total Target Cash (TTC) $110,000 - $148,500 CAD Annual.

This reflects how companies in a similar industry and geographic region generally pay for similar jobs. This range helps the Company make pay decisions as one data point among many. Where a position falls within this range is also dependent on other factors including – but not limited to – the employee’s career path history, competencies, skills and performance, as well as the company’s annual salary budget, the customer’s program requirements, and the company’s internal equity. Thales may offer additional benefits and other compensation, depending on circumstances not related to an applicant’s status protected by local, state, or federal law.

We use artificial intelligence–enabled tools as part of our recruitment process to support activities such as candidate discovery, résumé matching, and interview scheduling. These tools may help screen and assess applications and recommend potential matches based on the requirements within the job description. All hiring decisions, including candidate evaluation, selection, and disposition, are made by human recruiters. Artificial intelligence does not make hiring decisions on our behalf.

Why Join Us?

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Thales provides an extensive benefits program for all full-time employees working 24 or more hours per week and their eligible dependents, including the following:

• Company paid Extended Health, Dental, HSA, Life, AD&D, Short-term Disability, Cancer Care Program, travel insurance, Employee Assistance Plan and Well-Being program.
• Retirement Savings Plans (RRSP, DCPP, TFSA) with a company contribution and a match to a DCPP, with no vesting period.
• Company paid holidays, vacation days, and paid sick leave.
• Voluntary Life, AD&D, Critical Illness, Long-Term Disability.
• Employee Discounts on home, auto, and gym membership.

Thales is an equal opportunity employer which values diversity and inclusivity in the workplace. Thales is committed to providing accommodations in all parts of the interview process. Applicants selected for an interview who require accommodation are asked to advise accordingly upon the invitation for an interview. We will work with you to meet your needs. All accommodation information provided will be treated as confidential and used only for the purpose of providing an accessible candidate experience.

This position requires direct or indirect access to hardware, software or technical information controlled under the Canadian Export Control List and/or the US Export Administration Regulations (EAR). All applicants must be eligible or able to obtain authorization for such access.