Customer Services Operations Manager- In Service Support

Thales
Ottawa, Halifax, Victoria
Workplace: HybridFull timeCAD 140,000 - 180,000 annuallyFunction: Business OperationsExperience: 10+ yearsSkills: ["Organizational","Communication","Change management","Problem-solving","Stakeholder management"]

Lead customer service operations for Thales Canada Defence & Security, acting as deputy to the Director, Services in their absence and representing the function in internal and external meetings. Drive service transformation and organizational transitions tied to new In-Service Support (ISS) opportunities, improve service workflows and knowledge management, and track performance metrics. Partner with PMO, Supply Chain, Engineering, and finance to optimize resources, manage budgets and forecasting, and ensure compliance with regulatory requirements.

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Thales
Thales
15 hours ago

Customer Services Operations Manager- In Service Support

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Last checked: 15 hours agoStatus: Live

Job Summary

Lead customer service operations for Thales Canada Defence & Security, acting as deputy to the Director, Services in their absence and representing the function in internal and external meetings. Drive service transformation and organizational transitions tied to new In-Service Support (ISS) opportunities, improve service workflows and knowledge management, and track performance metrics. Partner with PMO, Supply Chain, Engineering, and finance to optimize resources, manage budgets and forecasting, and ensure compliance with regulatory requirements.
Location: Ottawa, Halifax, Victoria
Workplace: Hybrid
Employment Type: Full time
Job Function: Business Operations
Seniority: Manager level

Key Responsibilities

  • •Represent leadership by acting as Director, Services when needed and representing the customer services function in meetings.
  • •Develop and implement customer service strategies, policies, and procedures to enhance operational performance and align with Thales standards.
  • •Coordinate strategic services transformation tied to ISS opportunities, ensuring improvements in readiness, quality, efficiency, and customer satisfaction.
  • •Plan and lead organizational transitions for new contracts and service expansions with minimal disruption to ongoing service.
  • •Optimize service delivery by reporting performance metrics, improving workflows and knowledge management, supporting budgeting/forecasting, and driving change management.

Pay and Benefits

Salary: CAD 140,000 - 180,000 annually
Perks:Health InsuranceDentalHsaLife InsuranceRrspTfsaPaid HolidaysPaid LeaveGym Membership

Key Requirements

  • •10+ years of experience working in a service environment, including 5 years in the Defence sector or similar technical, regulated sector.
  • •At least 8 years of experience with In Service Support processes from asset delivery to disposal.
  • •Demonstrated ability to lead and influence stakeholders at all levels.
  • •Experience creating process standardization and improvements, and collaborating with PMO, Supply Chain, and Engineering while supporting skills development and tool deployment.
  • •3+ years of people management, including performance reviews and hiring.
Experience:10+ yearsDefenceIn Service SupportRegulated sectorTechnical environments
Skills:OrganizationalCommunicationChange managementProblem-solvingStakeholder management
Tech Stack:MS OfficeExcelPower QueryPower BIPrimaveraChorus 2.0

Eligibility

Security Clearance:NATO Secret

Company Brief

Thales
Designs and delivers advanced systems and services for aerospace, defence, security, and digital identity and cybersecurity markets, serving government and commercial customers worldwide.
Industry: Defense Technology
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Paris, France
Founded: 2000
WebsiteLinkedIn