Service delivery manager

Thales
Singapore
Workplace: OnsiteFull timeFunction: Program & Project Management (PMO)Skills: ["Communication","Stakeholder management","Analytical thinking","Problem-solving","Customer-centricity"]

Own end-to-end delivery of contracted AMS services, controlling requirements, costs, schedule, and SLA/KPI performance across the full contract life cycle. Serve as the primary customer contact, lead service review meetings, manage escalations, and oversee incident, request, and change processes. Ensure compliance with ATM regulatory frameworks and Thales cybersecurity/quality standards through audits and documented evidence, while coordinating internal services and suppliers to drive service readiness and continuous improvement.

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FursaFursa
Thales
Thales
1 day ago

Service delivery manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 10 hours agoStatus: Live

Job Summary

Own end-to-end delivery of contracted AMS services, controlling requirements, costs, schedule, and SLA/KPI performance across the full contract life cycle. Serve as the primary customer contact, lead service review meetings, manage escalations, and oversee incident, request, and change processes. Ensure compliance with ATM regulatory frameworks and Thales cybersecurity/quality standards through audits and documented evidence, while coordinating internal services and suppliers to drive service readiness and continuous improvement.
Location: Singapore
Workplace: Onsite
Employment Type: Full time
Job Function: Program & Project Management (PMO)
Seniority: Manager level

Key Responsibilities

  • •Own end-to-end contracted AMS service delivery, controlling requirements, costs, schedule, and overall customer/stakeholder satisfaction across the contract life cycle.
  • •Manage service performance by ensuring services meet defined SLA/KPI targets, producing service performance reports, dashboards, and trend analyses, and driving service improvements.
  • •Serve as the primary customer contact, lead service review meetings, manage escalations during disruptions, and implement actionable plans to improve customer satisfaction.
  • •Oversee incident and request management, including coordination, root-cause analysis and corrective actions, value-based responses, and controlled change processes.
  • •Ensure compliance with ATM regulatory frameworks and Thales quality/cybersecurity standards via audits, documentation, and evidence, while coordinating internal services and suppliers for service readiness.

Key Requirements

  • •Proven experience in service delivery, project delivery, operations, or customer management in safety-critical or highly regulated industries (ATM, aviation, defence, telecom, rail, energy).
  • •Ability to manage complex service environments involving multiple parties and suppliers.
  • •Strong communication and stakeholder management skills, especially with operationally focused customers.
  • •Analytical and problem-solving skills to drive measurable business outcomes.
  • •Familiarity with Air Traffic Management (ATM) systems and, optionally, service management frameworks such as ITIL or CMMI-SVC.
Experience:Safety-criticalHighly regulatedAir traffic management (ATM)AviationDefence
Skills:CommunicationStakeholder managementAnalytical thinkingProblem-solvingCustomer-centricity
Tech Stack:ITILCMMI-SVCSLAKPI

Company Brief

Thales
Designs and delivers advanced systems and services for aerospace, defence, security, and digital identity and cybersecurity markets, serving government and commercial customers worldwide.
Industry: Defense Technology
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Paris, France
Founded: 2000
WebsiteLinkedIn