Director, Services

Location: Ottawa, Canada

In fast changing markets, customers worldwide rely on Thales. Thales is a business where brilliant people from all over the world come together to share ideas and inspire each other. In aerospace, transportation, defence, security and space, our architects design innovative solutions that make our tomorrow’s possible.

For decades, Ottawa has been a global technology leader. Today, Canada’s capital holds one of the brightest and most diverse technological ecosystems in North America. Voted as Canada’s best place to live 2017 by Maclean’s, Ottawa offers a low cost of living with a high quality of life. The Thales Ottawa office has been a major supplier and long-term trusted partner to DND, enabling the Canadian Armed Forces and the Canadian Coast Guard to achieve mission success.

Ottawa, Ontario (Hybrid)

Thales is looking to hire a Director, Services to support development of our Delivery function. You will be responsible to direct and manage the Customer Services organization and will be accountable for establishing the customer services referential (process, tools, procedures, techniques, etc). The Customer Services organization is responsible for the following: supporting Customer’s equipment, systems or platform, supporting Customer operations and/or operating Customer equipment, systems or platform.

In this role, you will report to the Vice President of Delivery. You will liaise closely with the Director, PMO on the delivery of Service projects and ensure the continuity and application of project management principles.

You will be responsible for implementing all aspects of the assigned projects from pre-contract inception to acceptance within the Thales Canada Defence & Security matrix organization and with internal/external stakeholders, including end users/customers. The department includes the following functions: Through Life Support, Managed Services and Digital Services. You will also be responsible to staff and develop the departments to meet the company needs and objectives, including career planning and competency management.

The Director, Services will be required to:

• Plan, organize, lead and control the area and staff assigned to achieve outcomes within the delegated authorities and responsibilities; Ensure Thales processes, procedures and policies are known and implemented in the department and complied with in the project execution and to continuously search for and implement improvement measures.
• Ensure the services projects are correctly planned and executed by the responsible project managers in achievement of financial targets (Order Intake Growth, Sales Revenue, Gross Margin) as defined by the company.
• Act as Cost Centre Manager for the Customer Services Department; Ensure that staffing requirements and budget related to assigned staff is planned and competencies of assigned staff are actively managed in order to meet company and project needs.
• Interact with the local domain Management, Departmental Directors to resolve issues to company needs/requirements; Engage stakeholders at all levels of the organization and externally with customers; and develop strong relationships across the business through excellent customer service.
• Lead and motivate a high performing cross-disciplinary integrated team by providing the appropriate direction, coaching, support and delegation to team members; while at the same time ensuring a “Lessons Learned” culture is embedded within the department.

• Bachelor Degree in a relevant field such as Engineering, Business or Relevant proven experience.
• Minimum 10 years of experience in a Senior Leadership position within a complex project.
• Experience managing recurring Services related projects totaling over $10M CAD annually.
• Knowledge and understanding of the Defence Sector.
• Experience in the In-Service Support of a platform.
• Certified Practicing Project Manager or equivalent experience.

• Type of Role: Hybrid (Home/Office) – flexibility to work from home, but expected to be in office as required to support the business.
• Schedule: 40 hours per week.
• Physical Environment: Office environment.
• Travel: As required, including International.

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

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.

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Thales is an equal opportunity employer which values diversity and inclusivity in the workplace. Thales is committed to providing accommodations in all parts of the interview process. Applicants selected for an interview who require accommodation are asked to advise accordingly upon the invitation for an interview. We will work with you to meet your needs. All accommodation information provided will be treated as confidential and used only for the purpose of providing an accessible candidate experience.

This position requires direct or indirect access to hardware, software or technical information controlled under the Canadian Export Control List, the Canadian Controlled Goods Program, the Canadian Industrial Security Program, the US International Traffic in Arms Regulations (ITAR) and/or the US Export Administration Regulations (EAR). All applicants must be eligible or able to obtain authorization for such access including eligibility to the Canadian Controlled Goods Program and able to obtain a Canadian NATO Secret clearance.