Service Delivery Manager

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 billons 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.

Are you a results-driven Service Delivery Manager with a passion for excellence in complex IT environments? Join a world-leading technology company and play a pivotal role in delivering mission-critical Government Program Solutions across software and hardware ecosystems.

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.

Responsibilities

• 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

Qualifications & Experience

• Bachelor's or Master's Degree in Computer Science, Electronics Engineering, Telecommunications Engineering, Industrial Engineering, or a related discipline

• Academic credentials must be verifiable through:• SUNEDU — Registro Nacional de Grados Académicos
• Ministerio de Educación — Registro Nacional de Certificados, Grados y Títulos

• 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
• Fluent in Spanish and English (B2).

Position Requirements

• Mobility - Availability for international travel.
• Eligibility - Peruvian citizenship or valid work permit.
• ITIL4 Certification – IT service management framework.
• PMP Certification – Project Management Professional.
• BPMS – Business Process Management Systems knowledge.

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At Thales we provide CAREERS and not only jobs. With Thales employing 80,000 employees in 68 countries our mobility policy enables thousands of employees each year to develop their careers at home and abroad, in their existing areas of expertise or by branching out into new fields. Together we believe that embracing flexibility is a smarter way of working. Great journeys start here, apply now!