Service manager

Thales; Tubeke; On-site; EUR 70,000 - 110,000; Full time

Job summary

Thales Belgium in Tubize is seeking a Service Manager to lead the management of defence and security services at the Tubize site, delivering high-quality service aligned with industry standards.

You will collaborate with sales, technical support and project teams, manage SLAs, develop client relationships, monitor performance metrics, and oversee incident, problem and service request handling. Fluency in French and Dutch and English is required; engineering or master’s degree preferred.

Qualifications

• Civil or industrial engineering degree or MBA required.
• Experience in defence & security projects is an asset.
• Experience with ITIL and international contracts.

Responsibilities

• Lead management of defence and security services with SLA alignment.
• Collaborate with internal teams, clients and partners to meet SLAs.
• Develop client relationships and monitor service performance.
• Oversee incident, problem and service request management.
• Prepare management reports on performance and improvements.
• Engage with sales, technical support and PM to align delivery.

Skills

Project management

Contract management

Client relationship

Subcontractor management

International experience

Languages: FR NL EN

Education

Civil or industrial engineer

Master in Business

Equivalent qualification

Job description

Human Intelligence – Welcome among Thales Team!

Location: Tubize, Belgium

We say HI*

Thales in Belgium is part of an internationally leading technology group in the defence and security, aerospace as well as digital identity and security markets. In a world characterised by uncertainties, we ensure that our customers, partners and employees can pursue new paths with confidence. For a future we can all trust.

Service Manager

At the Tubize site

In Tubize, you will join more than 250 colleagues recognized by domestic and international partners for expertise on products such as Radio Frequency (RF) Products, C4ISR, Crypto Global Solution, MACS (Aeronautical Intercom) and many others.

Today the Group employs more than 1,000 people across nine sites in Belgium. Discover all Thales activities in Belgium here.

Your mission

• Lead the management of our defence and security services, ensuring high-quality service delivery aligned with industry standards. This role involves strategic oversight and client engagement to enhance operational efficiency.
• Work closely with internal teams, clients, and partners to meet and exceed service-level agreements (SLAs) while fostering a culture of excellence.
• Develop and maintain client relationships to understand their needs and drive satisfaction
• Monitor and improve service performance metrics, addressing any areas of concern proactively
• Collaborate with other departments, including sales, technical support, and project management, to align service delivery with business objectives.
• Implement and oversee processes for incident management, problem management, and service request management to enhance service efficiency.
• Prepare regular reports and presentations for management on service performance, challenges, and opportunities for improvement.

We are looking forward to

• Civil or industrial engineer, Business School Master Degree or equivalent
• Broad experience in internal and external projects/programs management in a high-tech and undefined
• Previous experience in Defence & Security projects is an asset
• Experience in project management methods (IPMA, PRINCE II, PMI) and services (ITIL)
• Languages: French, Dutch (professional use required for at least 1 of the 2 languages) and English required
• Experience in contract management is required
• Experience in customer relationship management and with subcontractor is required
• Experience in an international company is an asset

Thales is a global technology leader with more than 81,000 employees on five continents. The Group is investing in digital and “deep tech” innovations – Big Data, artificial intelligence, connectivity, cybersecurity and quantum technology – to build a future we can all trust.

For more than 20 years, Thales has pursued a robust corporate social responsibility (CSR) policy based on the highest international standards. The principles behind this policy are now captured in the company’s purpose of “building a future we can all trust”, which was adopted in 2020.

Say HI* – Your journey to us

At times of change our international teams are ready to meet the complexity of today with the industry-leading technologies of tomorrow. Will you be i …