Americas Regional Service Delivery Manger

Thales • Full-time • Canada_Remote, Canada • 2w ago

Location: Canada_Remote, CanadaDans des marchés en rapide évolution, les clients à travers le monde font confiance à Thales. Thales est une entreprise où les personnes les plus brillantes du monde entier se regroupent pour mettre en commun leurs idées et ainsi s'inspirer mutuellement. Dans tous les secteurs où œuvre Thales, notamment l’aérospatiale, le transport, la défense, la sécurité et l'espace, nos équipes d’architectes conçoivent des solutions innovantes qui rendent demain possible dès aujourd’hui.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.

Canada or US REMOTE

Position Summary

You are a Computer Engineer or equivalent, with a successful experience in team management and/or project management. You have significant experience in managing service delivery commitments through performance indicators. You have a customer-oriented mindset and are known for your rigor, autonomy, and excellent interpersonal skills. You are proactive, and take contractual issues into account. You are organized and enjoy challenges.

You will join the End User Support Tribe and specifically the team of the new GEMS contract. GEMS is a program aims at providing a global end user support in terms of Service Desk and Proximity services. You will be responsible for the quality of service commitments for the quality of service commitments for the Service Desk Services for your assigned region
You will have a dual reporting. Hierarchically to the Chapter and Operationally to the GEMS Regional Service Manager. You will part of an International team
You are the representative of GEMS in your region at the local level. You are a leader in your domain to organize all activities to ensure that GEMS EUS is delivered in accordance to the contract, in terms of SLA, quality and user satisfaction. You are also a key team player to collaborate with the other delivery managers of the GEMS governance to implement cross service improvements. You act as "the voice" of users in your region such that their local needs are being dealt with appropriately
You will be required to communicate efficiently internally within the GEMS organization, including the GEMS Service Provider, the local IT/IS representatives (including CIOs & local Entities representatives) as well as to communicate towards end users if necessary

Key Areas of Responsibility

Your role will be essential in maintaining and enhancing the overall service quality and meeting the expectations of the GBU or CBU on EUS services. You will work closely with GEMS Control Tower in your region to deliver the service. This is a WW team consists of Incident/Problem managers, Knowledge managers, Request managers and Security manager.

Monitor End User services performance and user satisfaction through performance indicators with results-based validation with GEMS outsourcing partner
Coordinate actions with the local Entity representatives to achieve a high level of user satisfaction
Take account of regional CIO expectations and requests from GBU / CBU and to drive continuous service improvement plans
Communicate regularly with regional CIO and local Entity representatives on the performance and availability of End User services
Manage non-standard requests with the contribution of internal and external stakeholders
Manage the roll out of end-user service transformation projects to increase user satisfaction and optimize operational efficiency
Monitor End User services budget (run & project) in conjunction with the International SDM
Establishing synergies with Regional Service Desk Manager & Regional Proximity Manager

Continuously researching for ideas or ways to improve the quality of service. This includes challenging our outsourcer(s) continuously in this area.
Be able to propose jump out of the box solution.

Minimum Qualifications

Bachelor degree in a related field of study with at least ten years of experience in IT
Operational experiences in the related functional area is a strong plus

Leadership experience
Team management skills
Flexible and ‘adaptable’ to changing situations
ITIL and related processes (certification appreciated)
Familiarity and interest in Agile and Lean IT principles.
Knowledge of the Thales Information System (SI)
Knowledge and use of ServiceNow / KiSS

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

Schedule: Monday to Friday from 8:00am to 5:00pm. Because this position has to report to the global Service Delivery Manager, there will be situations where this position will need to attend meetings out of the regular schedule.

Travel: Some travel would be required within the same country ex: 1 per month. Occasional travels might be required for cross countries visit ex: 1 to 2 times per year.

What We Offer

Thales provides an extensive benefits program for all full-time employees working 30 or more hours per week and their eligible dependents, including the following:

•Elective Health, Dental, Vision, FSA/HSA, Voluntary Life and AD&D, Whole Group Life w/LTC, Critical Illness, Hospital Indemnity, Accident Insurance, Legal Plan, Identity Theft, and Pet Insurance.

•Retirement Savings Plan after 30 days of employment with a company contribution and a match, and with no vesting period.

•Company paid holidays and Paid Time Off.

•Company provided Life Insurance, AD&D, Disability, Employee Assistance Plan, and Well-being Program.

Why Join Us?

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Thales est un employeur offrant l’égalité des chances qui valorise la diversité et l’inclusion sur le lieu de travail. Thales s’engage à mettre en place des mesures d’adaptation tout au long du processus de recrutement. Les candidats sélectionnés pour une entrevue et ayant besoin de mesures d’adaptation sont priés de le faire savoir lors de l’invitation à l’entrevue; notre équipe travaillera volontiers avec chaque candidat pour répondre à ses besoins particuliers. Tous les renseignements relatifs aux mesures d’adaptation seront traités d’une manière confidentielle et utilisés uniquement dans le but d’offrir une expérience candidat adaptée.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.Ce poste exige un accès direct ou indirect à du matériel, des logiciels, ou des informations techniques contrôlés en vertu de la Liste des marchandises et technologies d’exportation contrôlée du Canada, du Programme canadien des marchandises contrôlées, de la réglementation américaine lnternational Traffic in Arms Regulations (ITAR) et/ou de la réglementation américaine Export Administration Regulations (EAR). Tous les candidats doivent être en mesure d’obtenir une autorisation pour un tel accès, y compris l’admissibilité au Programme canadien des marchandises contrôlées.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 US International Traffic in Arms Regulations (ITAR) and/or 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.