Technical Project Manager

About the role

Location: Austin, United States (Hybrid). Thales is looking for a Technical Project Manager/Service Delivery Manager to join the Service Delivery team. Responsible for a set of customers in North America (NORAM) including Law Enforcement and Driver’s Licenses and IDs (state and provincial motor vehicles). Solutions involve desktop applications integrating hardware (biometric devices), high‑performance server applications, issuance of official documents in a secure environment (PKI, encryption, cryptography), and an evolution into AWS.

Responsibilities

• 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.

Requirements

• U.S. Citizenship required to obtain post‑hire CJIS clearance from the FBI and post‑hire clearance from CFIUS and the Department of Justice.
• Bachelor’s Degree in a technical major such as Information Systems or Computer Science, a Master’s degree in a technical field, 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 understanding of managing Service Level Agreements and cost management.
• Experience and comfort presenting and speaking to members of leadership in related organizations.
• Demonstrable experience partnering and negotiating with internal and external customers to drive projects successfully through the contract duration, including finding solutions in complex environments.
• Proven knowledge of ITIL Best Practice Methodology; Application Servers, Client‑Server applications, web services.

Schedule

Position will require more than 40 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 / Site Visits

Mobility required within the region of scope for travel to customer/account sites, onsite technical support and deployment as appropriate.

Pay

Total Target Compensation (TTC) market range: $79,230.75 – $141,839.40 USD annual (includes base salary and variable compensation target).

Benefits

• 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 company contribution and match, no vesting period
• Company paid holidays and Paid Time Off
• Company provided Life Insurance, AD&D, Disability, Employee Assistance Plan, and Well‑being Program