Customer Service Operations Manager - In Service Support

Ottawa, ON ideally- Hybrid

The position could be located in Halifax, NB or Victoria BC for an exceptional candidate

Regulatory Compliance Requirements

• Requires direct or indirect access to hardware, software, technology or technical data controlled under the Canadian Export Control List, the ITAR or the EAR.

• Requires a positive Controlled Goods assessment as you will have direct access to hardware, software, technology or technical data controlled under the Canadian Controlled Goods Program.

• Required to obtain and maintain a Security Clearance at the NATO Secret Level.

Position Summary

We have a current vacancy for a Customer Services Operations Manager at Thales Canada Defence & Security (TCDS), who oversees customer service operations and acts as deputy to the Director, Services, in their absence. This role is responsible for ensuring high-quality service delivery and performance while assisting in the management of a multidisciplinary team. A critical aspect of the position includes leading organizational transitions, particularly the transition to new In-Service Support (ISS) opportunities, ensuring smooth integration of new contracts and services into existing operations.

The Operations Manager supports operational performance, implements process standardization and improvements, liaises with other departments including PMO, Supply Chain and Engineering, and supports skills development and tool deployment for the Services organization. Regular engagement with internal stakeholders is essential to optimize resource allocation, drive continuous improvement, uphold safety standards, and meet regulatory requirements. The incumbent brings experience in customer service management and operational leadership within complex technical environments, demonstrating strong organizational, communication, change management, and problem-solving skills. They are the guardian of best practices, tools and optimization for the benefit of services provided by Thales Canada.

The role will require an individual who can develop excellent relationships with varied and multiple internal stakeholders within a strong matrix organization. It will demand an individual with highly developed networking and influencing skills that can ensure Thales delivers the right service outcomes at the right time and to the right cost and quality.    

Key Areas of Responsibility

• Represent Leadership: Act as the Director, Services, when required, filling in as needed during absences, and representing the customer services function in internal and external meetings.  The incumbent will do this in a Department with three cross functional direct reports to the Director and whose personnel exceeds over 200 people.

• Develop and implement customer service strategies, policies, and procedures to enhance operational performance and align with Thales’ global standards.

• Coordinate and own strategic services transformation in Canada based on evolving customer requirements and ISS opportunities, ensuring measurable improvements in readiness, quality, efficiency, and customer satisfaction.

• Lead Organizational Transitions: Plan, coordinate, and implement changes related to new contracts, service expansions, and transitions to new In-Service Support (ISS) opportunities, ensuring minimal disruption to ongoing service.

• Advise on Service Performance: Report on service performance metrics, any areas of concern based on Program Performance metrics. 

• Optimize Resource Allocation: Assess work volumes and staffing needs.

• Implement Process Improvements: Identify areas for operational improvement, develop action plans, and execute changes to enhance service delivery, efficiency, or quality once approved.  This will include addressing the lack of Naval ISS detail in Chorus 2.0

• Identify and implement improvements to service workflows, knowledge management, and communication processes.  Support digital transformation initiatives, including automation, system enhancements and integrated service tools.

• Assist with Budget and Forecasting: Participate in financial forecasting, budget management, and cost control for service operations.

• Drive Change Management: Lead change initiatives, manage communications, and support employees through organizational shifts, particularly during integration of new services or contracts.

• Brings expertise as a peer in Bids, Products and Projects by reviewing the estimates from various disciplines.

• Support internal and external audits and the implementation of associated action plans.

• Ensure compliance with Thales internal processes, program requirements, and applicable external legislation, I include security, export control, controlled goods, and regulatory frameworks.

Minimum Qualifications

• Nothing in the validation regarding a degree or diploma of any sort?

• A minimum 10 years of experience in working in a Service environment, 5 of which are in the Defence sector or similar technical, regulated sector;

• At least 8 years of experience with processes and techniques in an In Service Support environment from asset delivery to disposal in order to have a comprehensive understanding of the sector

• Prior experience presenting and communicating technical information to internal and external stakeholders on a regular basis

• A proven ability to lead and influence stakeholders at all levels within the organization.

• Demonstrated experience creating process standardization and improvements, liaising with other departments including PMO, Supply Chain and Engineering, and supporting skills development and tool deployment for the Services organization

• At least 5 years of experience with KPI tracking, data analysis, and reporting

• At least 5 years of experience in Budget management including estimating

• Demonstrated change management experience in a complex, technical organization

• At least 3 years of experience in people management, including performance reviews, hiring etc.

Preferred Qualifications

• A positive and energized attitude;

• Evidence of the ability to provide coaching and development for less-experienced team members;

• Advanced user of MS office suite (in particular excel, including the use of pivot tables, pivot charts, Power Query) and Power BI and advanced user in project scheduling software Primavera.

If you’re excited about working with Thales, but not meeting the requirements for this position, we encourage you to join our Talent Community!

Special Position Requirements

Hybrid (Home/Office) – Required to be in office for an average of 3 days a week, but requirements may be increased based on business needs and Manager discretion.

Schedule: 40 hours per week

Travel: As required primarily within Canada (% or any detail we can add?)

The reference Total Target Compensation (TTC) market range for this position, inclusive of annual base salary and the variable compensation target, is between Total Target Cash (TTC) $140,000 - $180,000 CAD Annual.

This reflects how companies in a similar industry and geographic region generally pay for similar jobs. This range helps the Company make pay decisions as one data point among many. Where a position falls within this range is also dependent on other factors including – but not limited to – the employee’s career path history, competencies, skills and performance, as well as the company’s annual salary budget, the customer’s program requirements, and the company’s internal equity. Thales may offer additional benefits and other compensation, depending on circumstances not related to an applicant’s status protected by local, state, or federal law.

We use artificial intelligence–enabled tools as part of our recruitment process to support activities such as candidate discovery, résumé matching, and interview scheduling. These tools may help screen and assess applications and recommend potential matches based on the requirements within the job description.  All hiring decisions, including candidate evaluation, selection, and disposition, are made by human recruiters. Artificial intelligence does not make hiring decisions on our behalf.

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.