Location: Tubize, BelgiumThales people architect solutions at the heart of the defence-security continuum. Interoperable and secure information and telecommunications systems for defence, security, and civil operators, are based upon innovative use of radiocommunications, networks, and cybersecurity. We are ground breaking new digital technologies such as 4G/5G mobile communications, cryptography, cloud computing and big data for use in physical protection systems, and critical information systems.
Thales Belgium SA, Belgium competence center of Thales, is a company located on 2 sites, one in Tubize (near Brussels) and the other one in Herstal (near Liège). Thales Belgium, which employs more than 280 collaborators, is specialized in the design, development and supply of critical information systems for customers in the sectors of Defense, Security (including Cyber) and Aerospace.
In this context, we are looking for a:
Service Manager Defence & Security
The Service Manager for Defence & Security will 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.
The Service Manager will work closely with internal teams, clients, and partners to meet and exceed service-level agreements (SLAs) while fostering a culture of excellence.
Key responsabilities:
-Oversee the strategic management of defence and security services,
-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.
-Drive a culture of continuous improvement and innovation within the service team.
-Interact with executive stakeholders, focusing on long-term strategies and improvements.
-Manage resources and budgets for service operations, including staffing & technology investments necessary for service delivery.
Profile:
Educational Background
- Civil or industrial engineer, Business School Master Degree or equivalent
- Languages: French, Dutch (professional use required for at least 1 of the 2 languages) and English (professional use mandatory)
Skills
- Broad experience in internal and external projects/programs management in a high-tech and matrix environment.
- Previous experience in Defence & Security projects is an asset
- Experience in project management methods (IPMA, PRINCE II, PMI) and services (ITIL) is an asset
- Experience in contract management is required
- Experience in customer relationship management and with subcontractor is required
- Experience in an international company is an asset
Required abilities
- Stress resistant
- Result and partnership-oriented
- Commitment & Enthusiasm
- In-depth Problem-Solving skills
- Team player, coaching and communication skills
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