Technical Account Manager

Position Summary

Ottawa, Hybrid

Thales is currently looking for a Technical Account Manager/ Service Delivery Manager who 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.

Key Areas of Responsibility

• 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.

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.

Special Position Requirements

Schedule: Position will require more than 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.

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The reference Total Target Compensation(TTC) market range for this position, inclusive of annual base salary and the variable compensation target, is between

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.