Americas Regional Service Delivery Manger

2 weeks ago

Ottawa, Canada Thales Full time

Location: Canada_Remote, Canada

Dans 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

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