Customer Services Operations Manager- In Service Support

Canadian Inclusion; Ottawa; Hybrid; CAD 149,000 - 182,000; Full time

Benefits offered by this job

Extended Health

Dental

RRSP/DCPP

Vacation days

Well-Being program

Employee Discounts

Job summary

Thales Canada Defence & Security is seeking a Customer Services Operations Manager- In Service Support in Ottawa. The role oversees service operations, acts as deputy to the Director, Services, and leads transitions to new ISS opportunities while ensuring high-quality delivery.

The ideal candidate brings 10+ years in service environments, 5+ in Defence, and strong skills in KPI tracking, budgeting, and change management.

Qualifications

• Minimum 10 years in a service environment with Defence sector exposure.
• 5+ years in Defence or regulated sector, leading teams and programs.
• Proven ability to present technical information to internal and external stakeholders.
• Experience standardizing processes and collaborating with PMO, Supply Chain and Engineering.
• 5+ years in KPI tracking, data analysis and reporting.
• 5+ years in budget management including estimating.
• Demonstrated change management in a complex technical organization.
• 3+ years in people management with performance reviews and hiring.

Responsibilities

• Represent leadership as acting Director, Services, when required.
• Develop and implement customer service strategies aligned with global standards.
• Coordinate strategic services transformation across Canada for ISS opportunities.
• Lead organizational transitions for new contracts and service expansions.
• Advise on service performance via program metrics.
• Optimize resource allocation and assess staffing needs.
• Identify and implement workflow/process improvements and digital tools.
• Assist with budget forecasting and cost control for service operations.
• Drive change management and communications during organizational shifts.
• Review estimates across disciplines to support bids, products and projects.

Skills

Stakeholder management

Budget management

KPI tracking

Change management

People management

Performance reporting

Operational leadership

Tools

Power BI

Excel

Primavera

Job description

Thales Canada Inc., Defence and Security

Customer Services Operations Manager- In Service Support (Administrative)

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.

Ottawa, ON ideally- Hybrid

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

Customer Service Operations Manager - In Service Support

• 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.

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.

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.

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.

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.Salary Minimum: 165000Salary Maximum: 165000