Service Delivery Manager

Location: Ottawa, Canada

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.

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

Key Areas of Responsibility  

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 escalate 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 field with a project value greater than $1,000,000 CAD per year
• Prior experience in the supervision of teams undertaking maintenance activities.
• At least 10 years of people management experience including performance reviews, hiring etc.
• Prior experience presenting and communicating technical information to internal and external stakeholders on a regular basis
• At least 8 years of experience preparing financial forecasts throughout the year to ensure that budgets remain on track
• Demonstrated experience ensuring that monthly reports for Performance against Strategic Performance Measures (SPMs), Key Performance Indicators (KPIs) and System Health Indicators (SHIs) are prepared and submitted
• Strong organizational skills and ability to balance multiple priorities
• Previous experience liaising between procurement, project management and/or warehouse groups so all function as a cohesive team
• Strong computer literacy, with proven experience with Microsoft products, especially Word, Excel and PowerPoint essential.

Preferred Qualifications

• Bachelor’s degree / Master’s degree in Engineering or Business/Project Management related field.
• Accreditation as a Certified Practicing Project Manager, or equivalent from a recognized organization
• Experience working within or leading In Service Support Projects
• Experience working within a defense environment with active defense force personnel
• Relational Contracting experience
• Management of a performance-based contract
• Proven experience with the Asset Management tool Maximo and Primavera P6 Scheduling tool
• PMP

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: 40 Hours per week during Core Business Hours Monday-Friday.

Physical Environment:    Occasional visits to dockyard/shipyard environment, including access to naval vessels, therefore must meet all federal government requirements to access Canadian government facilities, including naval dockyards.

Travel: Regular domestic and/or occasional international travel will be required, which will include access to government facilities and assets, including naval vessels. Approximately once a month to visit other sites depending on where the role ultimately sits,

Customer Location Based or Site Visits: Required to visit shipyards and Naval Dockyards during Work Periods.

The reference Total Target Compensation (TTC) market range for this position, inclusive of annual base salary and the variable compensation target, is between Total Target Cash (TTC) $160,000 - $210,000 CAD Annual.

This reflects how companies in a similar industry and geographic region generally pay for similar jobs. This range helps the Company make pay decisions as one data point among many. Where a position falls within this range is also dependent on other factors including – but not limited to – the employee’s career path history, competencies, skills and performance, as well as the company’s annual salary budget, the customer’s program requirements, and the company’s internal equity. Thales may offer additional benefits and other compensation, depending on circumstances not related to an applicant’s status protected by local, state, or federal law.

We use artificial intelligence–enabled tools as part of our recruitment process to support activities such as candidate discovery, résumé matching, and interview scheduling. These tools may help screen and assess applications and recommend potential matches based on the requirements within the job description.  All hiring decisions, including candidate evaluation, selection, and disposition, are made by human recruiters. Artificial intelligence does not make hiring decisions on our behalf.

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Thales provides an extensive benefits program for all full-time employees working 24 or more hours per week and their eligible dependents, including the following: 

• Company paid Extended Health, Dental, HSA, Life, AD&D, Short-term Disability, Cancer Care Program, travel insurance, Employee Assistance Plan and Well-Being program.

• Retirement Savings Plans (RRSP, DCPP, TFSA) with a company contribution and a match to a DCPP, with no vesting period.

• Company paid holidays, vacation days, and paid sick leave. 

• Voluntary Life, AD&D, Critical Illness, Long-Term Disability.

• Employee Discounts on home, auto, and gym membership.

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.

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 Canadian Industrial Security Program, the US International Traffic in Arms Regulations (ITAR) and/or the 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 and able to obtain a Canadian NATO Secret clearance.