Service Delivery Manager

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Service Delivery Manager

Ottawa, ON, Halifax, NS or Victoria, BC- Hybrid

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 Service Delivery Manager who is responsible for providing the delivery of the necessary services to ensure vessel mission readiness and availability required by the Royal Canadian Navy on both coasts. This is achieved by ensuring that the people, processes and tools are in place to support the delivery of services to all vessels under the In-Service Support Programs, and that it is performed safely, and within the allocated budget

The Service Delivery Manager is responsible for:

• Ensuring the successful execution of all In-Service Support contract Services, ensuring the delivery of all contract obligations in full and on time, achieving financial and performance targets;
• Managing Coastal project staff (Halifax, NS and Esquimalt, BC), and ensuring that relevant processes are standardized across the operating locations;
• Ensuring that Corrective Maintenance lessons learned are captured and shared between coasts to ensure proactive avoidance of repeat failures, and consistency of maintenance approach;
• Ensuring that monthly reports for Performance against Strategic Performance Measures (SPMs), Key Performance Indicators (KPIs) and System Health Indicators (SHIs) are prepared and submitted;
• Ensuring that inputs to the annual operating plans are developed and provided for Service Delivery;
• Reviewing and preparing financial forecasts throughout the year to ensure that budgets remain on track;
• Communicating directly with the customer on either coast, any technical requirements necessary to meet vessel capability, readiness and availability objectives. This includes ensuring coordination of communications between the coastal managers and the customer in the Formations;
• Responsible for developing and implementing direct accountability programs to subordinates in line with business objectives; and
• Management of the overall Coastal risk profile of the contract, in conjunction with the Program Managers, DND, and other Canada agencies.

Relationship Management

• Maintaining a positive and effective relationship with the coastal members of the Client community for both Programs.
• Identify areas of friction and potential friction with the Client on the coasts and resolve or escape to higher authority if necessary.

People Management

• Provide oversight and direction to a team of employees within the Service Delivery department in accordance with the organization’s policies and procedures.
• Coach, mentor, and develop staff, including overseeing new employee onboarding and providing career development planning and opportunities.
• Develop and execute a succession plan for Service Delivery.
• Lead employees to meet the organization's expectations for productivity, quality, continuous improvement, and goal accomplishment.
• Foster a spirit of teamwork and unity among department members that allows for cohesiveness, support, and working effectively together enabling each employee and the department to succeed.
• Work with Human Resources staff to recruit, interview, select and hire employees.

Health, Safety & Environment

• Comply with and ensure compliance of others to all relevant HS&E legislative requirements, policies, procedures and framework with the intent of preventing or minimizing accidental exposures to self, colleagues, visitors and/or the environment.
• Promote Thales’s Health, Safety and Environmental programs by demonstrating HS&E Leadership in a professional and supportive manner.
• Other duties as assigned from time to time.

Minimum Qualifications

• Hold a university degree or a diploma from a recognized university or college program in engineering, business administration, project management or logistics management field
• Minimum of 10 years of experience in Service Delivery in a maritime or industrial environment or related fiel