Service Delivery Manager

Service Delivery Manager (Project Management)

Location:

Syracuse, United States of America

Thales people architect solutions that are relied upon to deliver operational advantage at every decisive moment throughout the mission. Defence and armed forces customers rely on us to deliver the full range of defensive systems for land, sea, and air. From early warning, to threat neutralisation, our platforms cover all levels from very short‑range systems, to extended protection across the entire battle‑space including Airspace Mobility Solutions, Vehicles and Tactical Systems and Missile Defence, Optronics, and Radar.

Service Delivery Manager

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.

• US - CUI Regulatory Compliance Requirement – Must be a US Person as defined in applicable law.

• 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…