Customer Services Operations Manager- In Service Support

Customer Service Operations Manager
- In Service Support

Ottawa, ON ideally
- Hybrid The position could be located in Halifax, NB or Victoria BC for an exceptional candidate 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. Position Summary

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 Defen