Technical Project Manager - Service Delivery

Technical Account Manager – Service Delivery

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Location:

Ottawa, Canada – hybrid model.

Thales works with businesses and governments to protect digital identities and secure interactions. More than 30,000 organizations rely on Thales for identity verification, secure document issuance and data protection.

We are hiring a Technical Account Manager / Service Delivery Manager for the Ottawa office, responsible for managing a portfolio of North American customers, including law‑enforcement and roadside licensing entities. The role supports complex solutions that span desktop applications, biometric devices, high‑performance server environments, PKI, encryption, cryptography, and an upcoming AWS migration.

• Build and maintain relationships with key customer staff, serving as the single point of contact and customer advocate.
• Manage complex solutions for large revenue, critical or high-level customers, mitigating risks to the business.
• Lead the transition from project to production, supporting operations and overseeing final acceptance of the transfer.
• Ensure Service Level Agreement delivery on all metrics, providing escalation support for outages and severe incidents.
• Support quotations for operations, manage change requests for software development, bug fixes and equipment purchases throughout the lifecycle.
• Manage customer project financials, including budgeting, forecasting and detailed deployment estimates to optimize resource allocation and spending.

This position requires direct or indirect access to hardware, software or technical information controlled under the Canadian Export Control List and/or the US Export Administration Regulations (EAR). All applicants must be eligible or able to obtain authorization for such access.

• Bachelor’s Degree in a technical major (Information Systems or Computer Science) with a minimum of 5 years of relevant experience, or a Master’s Degree with 4+ years of experience; or an equivalent combination; or experience in service delivery.
• 8+ years of managing external and internal customer expectations and relationships.
• 8+ years of experience in crisis management and customer escalations, contract management, data‑driven action planning and Service Level Agreement cost management.
• Experience presenting to leadership and speaking with senior stakeholders.
• Proven ability to partner, negotiate and drive projects through contract durations, finding solutions in complex environments.
• Knowledge of ITIL Best Practice Methodology and application server, client‑server applications, and web services.

Schedule:

More than standard hours per week and occasional weekend support; flexible hours required.

Travel: 20% travel, including customer support and occasional visits to other Thales offices for training or meetings.

Mobility:
Within the region of scope for on‑site technical support and deployment.

Total Target Compensation (TTC) ranges from $110,000 to $148,500 CAD per year. This range reflects market data and is based on factors such as experience, competencies, performance and budget considerations.

We use artificial‑intelligence–enabled tools to support candidate discovery, résumé matching and interview scheduling. These tools assist in screening and assessing applications, but all hiring decisions are made by human recruiters.

Thales provides an extensive benefits program for full‑time employees, including:

• Company‑paid extended health, dental, HSA, life, AD&D, short‑term disability, cancer care program, travel insurance, employee assistance and well‑being initiatives.
• Retirement savings plans (RRSP, DCPP, TFSA) with company contributions and a matched DCPP with no vesting period.
• Paid holidays, vacation days and sick leave.
• Voluntary life, AD&D, critical illness, long‑term disability coverage.
• Employee discounts on home, auto and gym memberships.

Thales is an equal‑opportunity employer committed to diversity and inclusivity. We offer accommodations during all interview stages. All accommodation information will be treated confidentially and used solely to provide an accessible candidate experience.