Service Manager

Location: Tubize, Belgium

Thales people architect solutions at the heart of the defence-security continuum. Interoperable and secure information and telecommunications systems for defence, security, and civil operators, are based upon innovative use of radiocommunications, networks, and cybersecurity. We are ground breaking new digital technologies such as 4G/5G mobile communications, cryptography, cloud computing and big data for use in physical protection systems, and critical information systems.

Thales Belgium SA, Belgium competence center of Thales, is a company located on 2 sites, one in Tubize (near Brussels) and the other one in Herstal (near Liège). Thales Belgium, which employs more than 280 collaborators, is specialized in the design, development and supply of critical information systems for customers in the sectors of Defense, Security (including Cyber) and Aerospace.

In this context, we are looking for a:

Service Manager Defence & Security

The Service Manager for Defence & Security will lead the management of our defence and security services, ensuring high-quality service delivery aligned with industry standards. This role involves strategic oversight and client engagement to enhance operational efficiency.

The Service Manager will work closely with internal teams, clients, and partners to meet and exceed service-level agreements (SLAs) while fostering a culture of excellence.

Key responsabilities:

• Oversee the strategic management of defence and security services,
• Develop and maintain client relationships to understand their needs and drive satisfaction
• Monitor and improve service performance metrics, addressing any areas of concern proactively
• Collaborate with other departments, including sales, technical support, and project management, to align service delivery with business objectives.
• Implement and oversee processes for incident management, problem management, and service request management to enhance service efficiency.
• Prepare regular reports and presentations for management on service performance, challenges, and opportunities for improvement.
• Drive a culture of continuous improvement and innovation within the service team.
• Interact with executive stakeholders, focusing on long-term strategies and improvements.
• Manage resources and budgets for service operations, including staffing & technology investments necessary for service delivery.
  
  
  

Profile:

Educational Background

• Civil or industrial engineer, Business School Master Degree or equivalent
• Languages: French, Dutch (professional use required for at least 1 of the 2 languages) and English (professional use mandatory)
  
  
  

Skills

• Broad experience in internal and external projects/programs management in a high-tech and matrix environment.
• Previous experience in Defence & Security projects is an asset
• Experience in project management methods (IPMA, PRINCE II, PMI) and services (ITIL) is an asset
• Experience in contract management is required
• Experience in customer relationship management and with subcontractor is required
• Experience in an international company is an asset
  
  
  

Required Abilities

• Stress resistant
• Result and partnership-oriented
• Commitment & Enthusiasm
• In-depth Problem-Solving skills
• Team player, coaching and communication skills
  
  
  

At Thales we provide CAREERS and not only jobs. With Thales employing 80,000 employees in 68 countries our mobility policy enables thousands of employees each year to develop their careers at home and abroad, in their existing areas of expertise or by branching out into new fields. Together we believe that embracing flexibility is a smarter way of working. Great journeys start here, apply now!

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Diversity Statement

We actively support a working pattern that suits your lifestyle and helps you reach your ambitions. That means that equal opportunities, inclusion and an informal culture are integral to our success. It also means that your well-being and happiness matter to us! That’s why we offer you the flexibility to do what’s important to you; whether that’s part time hours, job sharing, remote working, or the ability to flex your start and finish times.