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Location: Syracuse, United States of AmericaThales 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

Syracuse, NY (Hybrid)

Position Summary

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.

Regulatory Compliance Requirements

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

Key Areas of Responsibility

• 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 services, and project management—to ensure service delivery supports broader business, technical, and functional objectives. Support effective resource coordination, knowledge sharing, and team readiness, including training, documentation, and operational preparedness for ongoing and evolving services.

Minimum Qualifications

• Bachelor’s degree in Engineering, Information Technology, Computer Science, Systems Engineering, Operations Management, Business Administration, or a closely related field; an equivalent combination of education and relevant experience may be considered. Minimum of 9 years of progressive experience in an engineering, technical services, or service delivery environment, including operations and maintenance (O&M) or managed services responsibilities.
• Demonstrated experience establishing, executing, and continuously improving operations and maintenance policies, procedures, workflows, and service standards. Strong understanding of IT service delivery models, including software and infrastructure services (e.g., SaaS, IaaS), and their operational, support, and lifecycle considerations.
• Proven ability to lead, influence, and coordinate cross-functional teams, driving alignment, accountability, and performance across diverse stakeholders. Excellent communication and presentation skills, with the ability to convey complex technical and operational information clearly to both technical and non-technical audiences, including customers and senior leadership.
• Strong organizational, planning, and time-management skills, with the ability to manage multiple priorities and deliver results in a dynamic, service-oriented environment. Demonstrated analytical and problem-solving capabilities, with a structured, systematic approach to performance monitoring, issue resolution, and continuous improvement.
• Experience defining, tracking, and leveraging KPIs, service metrics, and quality indicators to drive service quality, reliability, and customer satisfaction. High standard of quality, accuracy, and attention to detail, with a disciplined approach to documentation, configuration management, and service governance.
• Strong interpersonal skills and the ability to build effective working relationships with customers, internal teams, and external partners. Self-directed, disciplined professional with a strategic mindset and operational vision, capable of anticipating risks, identifying improvement opportunities, and guiding teams toward long-term service excellence.

Applicants must be legally authorized to work in the United States for any employer at the time of hire. This position is not eligible for visa sponsorship or for assuming sponsorship of an employment visa now or in the future.

Preferred Qualifications

• Working knowledge of the national airspace system and/or an understanding of unmanned aircraft systems.
• Experience working on technology-centered programs for US Federal Gov’t Agencies (with a strong preference for FAA, DoD/DoW and/or DHS).
• Knowledge of aeronautical and Air Traffic Management (ATM) systems, data, and operational environments, including an understanding of industry standards, safety culture, and regulatory considerations.
• Familiarity with FAA operations and maintenance policies, procedures, and governance frameworks, including compliance, audit, and reporting expectations.
• Experience supporting or delivering mission-critical, safety-regulated, or high-availability systems in aviation, aerospace, defense, or similarly regulated industries.
• Understanding of service delivery within government or public-sector environments, including customer engagement, contractual obligations, and performance reporting. Familiarity with service performance metrics, SLAs, and operational dashboards in an aviation or infrastructure-based services environment. Prior experience contributing to or leading continuous improvement initiatives within operations, maintenance, or service delivery organizations.

Special Position Requirements

• Schedule: Either 9/80A - 1st (9hrs Mon-Thu, 8hrs 2nd Fri, Start @ 09:00AM) (United States of America) or USA - 5/40 - 1st (8hrs Mon-Fri) (United States of America).
• Travel: approximately 20% annually.

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

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This position will require successfully completing a post-offer background check. Qualified candidates with [a] criminal history will be considered and are not automatically disqualified, consistent with federal law, state law, and local ordinances.

We are an equal opportunity employer, including disability and veteran status. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

If you need an accommodation or assistance in order to apply for a position with Thales, please contact us at talentacquisition@us.thalesgroup.com.

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) 110,047.00 - 231,294.50 USD 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.

(For Internal candidate, if you need more information, please reach out to your HR Shared Service, 1st Point)

Thales provides an extensive benefits program for all full-time employees working 30 or more hours per week and their eligible dependents, including the following:

•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