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Service Delivery Manager- Information Technology at Thales DIS USA Inc. in Annapolis, Maryland

Posted in General Business 30+ days ago.

Type: Full-Time





Job Description:

Location: Maryland, United States of America

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.

As a Service Delivery Manager for the Government Programs team located in Baltimore, Maryland, you will be part of a team responsible for a complete range of hosted services provided to the State of Maryland Department of Public Safety and Correctional Services.  The tasks this position supports are highly essential for continuity of operations, overall performance, and execution of Support and Maintenance activities.  Your responsibilities will be to manage the support and service of all Thales hardware and software solutions within the state of Maryland. You will be expected to maintain maximum solution availability as well as positive local customer relationships as primary point of contact for the customer

Key Responsibilities:

The Thales Service Delivery Manager will be the main point of contact for the Maryland Automated Fingerprint Information System (MAFIS), ensuring the following:


  • Ownership of major incidents to ensure coordination of resolving parties, effective communication to stakeholders and post-incident review and implementing improvements


  • Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed


  • Ensure all aspects of the contractual obligations for their customer are supported


  • Ensure that systems, procedures, and methodologies are in place to support


  • Develop a deep understanding of customer solutions and technical operations to gain insights into the scope of service delivery


  • Ensure documentation, business processes, and training materials are created and stored appropriately


  • Define, track and report on key service management metrics to ensure all Service Level agreements are met


  • Manage day to day activities of onsite support team


  • Engage in the development, testing and implementation of new systems and solutions


  • Manage with local team 24X7 customer technical support


Required Skills and Experience:


  • Bachelor’s degree in Computer Science or related discipline or 6 years of relevant exempt experience as equivalency


  • At least 8  years’ Experience working within an IT function, directly supporting critical front-line business services for customers


  • Ability to translate complex technical concepts into every-day language while working with internal and external stakeholders


  • Minimum of 8 years’ experience in Crisis Management and managing customer escalations


  • Minimum of 3 years’ experience managing contractual and financial requirements according to customer agreements and company policies, with the ability to demonstrate history of success in meeting SLA’s.


  • Demonstrated communication skills, competent in presenting and liaising with external bodies including customers, partners and specialist working groups


  • Be able troubleshoot and remediate trouble tickets by themselves without the aid from engineering


  • Be able to read and understand logs from processes and understand transactional workflows


  • Previous experience of using Trouble ticketing systems like: Remedy (customer system), JIRA, Sales Force, SNOW, Confluence, and/ or Redmine


  • Excellent Team player with proven ability to accomplish goals through collaboration


  • Proven interpersonal skills and high Emotional Intelligence


  • Ability to motivate and lead teams to objectives and goals


  • Ability to work under pressure and high-stress, high-pressure situations


  • Proven organizational skills, work ethic and attention to detail


  • Excel in a fast-paced and sometimes chaotic environment and will do whatever necessary to get the job done


  • History of responding to challenges and implementing improvement


  • Drive to always make things better – able to show historical improvements in efficiency, service upgrades and cost management


Schedule:  The on-site MAFIS team must provide complete coverage of Maryland Department of Public Safety and Correctional Services- MD DPSCS regular business hours, along with on-call after hours coverage on rotational basis.

Physical Environment: Work from the MD DPSCS IT office.  Occasional travel to various customer locations for on-site support. Ability to stand for long periods of time, lift up to 50 pounds and ability

Travel: Up to 10% travel to other Thales offices within the U.S.  Occasional travel within MD to perform on-site support.

Customer Location Based or Site Visits:

Personal or Company/Pool Vehicle Usage: You may be occasionally required to use your personal vehicle for travel to customer sites within MD to perform the essential functions of the position.

Must have U.S. Citizenship in order to obtain the post-hire Criminal Justice Information Services (CJIS) Clearance from the Federal Bureau of Investigation

Preferred Skills and Experience:


  • Experience managing employees


  • Prior experience working with business functions as well as technical support functions


  • Prior experience in LAN/WAN internetworking and protocols, Windows-based server installation and administration, UNIX/Linux installation and administration, RDBMS installation and administration for Oracle, Microsoft SQL Server, and MySQL, and System and data backups and recovery, Virtual Machines, Vcenter, ESXI and VMware, system monitoring tools, and application trouble shooting skills


  • Demonstrated hands on experience in programming/scripting with one or more of the following:  UNIX/Linux shell scripting, Windows scripting (VBS or Batch), and/ or Powershell


  • Prior experience with unit test, regression test, and end to end test in different testing environments


  • Be able to remediate issues from vulnerability scanning


  • PMP training/Certification


  • Law Enforcement background/experience


  • ITIL Foundation Experience


#LI- Hybrid

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.

Successful applicant must comply with federal contractor vaccine mandate requirements.

Thales champions inclusion and we believe diversity strengthens the fabric of our culture. We are an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, 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.




Salary:

$120,000.00


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