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

Mission:
You drive service projects. You are responsible for the service delivery as agreed in the contract. This responsibility is exercised from contract signature or hand-over from project phase to service phase until the contract completion period.
In this context, you are the single point of contact for client, subcontractors and internal team. You coordinate and successfully achieve the project on a technical, industrial, financial, contractual and resources point of view.
You guarantee the Service Level Agreement (SLA) commitments are met as well as the customer satisfaction on a long-term basis.
Main responsibilities:

• Make sure the contractual requirements are reached and optimized regarding budgets, quality standards, deadlines…
• Manage with efficiency and in a transparent way the customer relationship. You are responsible for client satisfaction on a long-term basis
• Manage services portfolio with internal stakeholders & subcontractors:
• Analyses Customer feedback, performance indicators, operating reports
• Leads continual service improvement approach.
• Coordinates all the activities conducted by the teams involved in the provision of customer Services
• Steers the corrective actions in case of deviation
• Sets up action plans meant to gradually improve the quality of the service provided as perceived by the Customer or to reduce the associated cost
• Identifies Opportunities and Risks
• Be the primary escalation point for customer’s representatives

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

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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.