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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates extensive experience in customer service operations, strategic service transformation, and compliance within the Defence sector. Proven ability to lead change initiatives, manage budgets, and optimize resource allocation while ensuring alignment with organizational standards.
Highest-signal resume keywords
Customer Service Operations ManagementIn-Service Support ExperienceBudget Management and Cost ControlChange Management in Technical OrganizationsKPI Tracking and Data Analysis
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Service Strategy DevelopmentProcess StandardizationPerformance Metrics ReportingOperational Improvement ExecutionFinancial ForecastingData AnalysisPeople ManagementTechnical CommunicationRegulatory ComplianceStakeholder Influence
Soft Skills
LeadershipCommunicationCollaborationProblem-SolvingAdaptability
Tools & Technologies
MS Office SuiteExcelPower BIPrimaveraIntegrated Service Tools
Certifications & Qualifications
NATO Secret-level Security ClearanceControlled Goods Assessment
Industry Keywords
Defence SectorIn-Service SupportRegulated SectorOperational ExcellenceDigital Transformation
About the role
Key responsibilities & impact- Oversee customer service operations and act as deputy to the Director, Services, during absences
- Represent the customer services function in internal and external meetings
- Develop and implement customer service strategies, policies, and procedures aligned with Thales’ global standards
- Coordinate strategic services transformation in Canada based on customer requirements and In-Service Support opportunities
- Lead organizational transitions related to new contracts, service expansions, and new In-Service Support opportunities
- Report on service performance metrics and areas of concern based on program performance metrics
- Assess work volumes and staffing needs to optimize resource allocation
- Identify operational improvements, develop action plans, and execute approved changes
- Improve service workflows, knowledge management, and communication processes
- Support digital transformation initiatives, including automation, system enhancements, and integrated service tools
- Participate in financial forecasting, budget management, and cost control
- Lead change initiatives, manage communications, and support employees through organizational shifts
- Review estimates from various disciplines as a peer in bids, products, and projects
- Support internal and external audits and associated action plans
- Ensure compliance with internal processes, program requirements, external legislation, security, export-control, controlled-goods, and regulatory frameworks
Requirements
What you’ll need- A minimum 10 years of experience working in a Service environment, including 5 years in the Defence sector or a similar technical, regulated sector
- At least 8 years of experience with processes and techniques in an In Service Support environment from asset delivery to disposal
- Prior experience presenting and communicating technical information to internal and external stakeholders regularly
- Proven ability to lead and influence stakeholders at all levels within the organization
- Experience creating process standardization and improvements, liaising with PMO, Supply Chain and Engineering, and supporting skills development and tool deployment
- At least 5 years of experience with KPI tracking, data analysis, and reporting
- At least 5 years of experience in budget management, including estimating
- Demonstrated change management experience in a complex, technical organization
- At least 3 years of experience in people management, including performance reviews and hiring
- Advanced MS Office Suite skills, particularly Excel including pivot tables, pivot charts, and Power Query
- Advanced Power BI skills
- Advanced Primavera project scheduling software skills
- Positive Controlled Goods assessment required
- Must obtain and maintain a NATO Secret-level Security Clearance
- Must be eligible or able to obtain authorization under the Canadian Controlled Goods Program and applicable export-control regulations
- Ability to work 40 hours per week
- Ability to travel primarily within Canada as required
Benefits
Comp & perks- 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
- Hybrid home/office work arrangement