Americas Regional Service Delivery Manger

Canada or US REMOTE

Position Summary

You are a Computer Engineer or equivalent with a successful experience in team management and/or project management. You have significant experience in managing service delivery commitments through performance indicators. You have a customer-oriented mindset and are known for your rigor autonomy and excellent interpersonal skills. You are proactive and take contractual issues into account. You are organized and enjoy challenges.

• You will join the End User Support Tribe and specifically the team of the new GEMS contract. GEMS is a program aims at providing a global end user support in terms of Service Desk and Proximity services. You will be responsible for the quality of service commitments for the quality of service commitments for the Service Desk Services for your assigned region
• You will have a dual reporting. Hierarchically to the Chapter and Operationally to the GEMS Regional Service Manager. You will part of an International team
• You are the representative of GEMS in your region at the local level. You are a leader in your domain to organize all activities to ensure that GEMS EUS is delivered in accordance to the contract in terms of SLA quality and user satisfaction. You are also a key team player to collaborate with the other delivery managers of the GEMS governance to implement cross service improvements. You act as the voice of users in your region such that their local needs are being dealt with appropriately
• You will be required to communicate efficiently internally within the GEMS organization including the GEMS Service Provider the local IT/IS representatives (including CIOs & local Entities representatives) as well as to communicate towards end users if necessary

Key Areas of Responsibility

Your role will be essential in maintaining and enhancing the overall service quality and meeting the expectations of the GBU or CBU on EUS services. You will work closely with GEMS Control Tower in your region to deliver the service. This is a WW team consists of Incident/Problem managers Knowledge managers Request managers and Security manager.

• Monitor End User services performance and user satisfaction through performance indicators with results-based validation with GEMS outsourcing partner
• Coordinate actions with the local Entity representatives to achieve a high level of user satisfaction
• Take account of regional CIO expectations and requests from GBU / CBU and to drive continuous service improvement plans
• Communicate regularly with regional CIO and local Entity representatives on the performance and availability of End User services
• Manage non-standard requests with the contribution of internal and external stakeholders
• Manage the roll out of end-user service transformation projects to increase user satisfaction and optimize operational efficiency
• Monitor End User services budget (run & project) in conjunction with the International SDM
• Establishing synergies with Regional Service Desk Manager & Regional Proximity Manager

• Continuously researching for ideas or ways to improve the quality of service. This includes challenging our outsourcer(s) continuously in this area.
• Be able to propose jump out of the box solution.

Minimum Qualifications

• Bachelor degree in a related field of study with at least ten years of experience in IT
• Operational experiences in the related functional area is a strong plus

• Leadership experience
• Team management skills
• Flexible and adaptable to changing situations
• ITIL and related processes (certification appreciated)
• Familiarity and interest in Agile and Lean IT principles.
• Knowledge of the Thales Information System (SI)
• Knowledge and use of ServiceNow / KiSS

If youre 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: Monday to Friday from 8:00am to 5:00pm. Because this position has to report to the global Service Delivery Manager there will be situations where this position will need to attend meetings out of the regular schedule.

Travel: Some travel would be required within the same country ex: 1 per month. Occasional travels might be required for cross countries visit ex: 1 to 2 times per year.

What We Offer

Thales provides an extensive benefits program for all full-time employees working 30 or more hours per week and their eligible dependents including the following:

Elective Health Dental Vision FSA/HSA Voluntary Life and AD&D Whole Group Life w/LTC Critical Illness Hospital Indemnity Accident Insurance Legal Plan Identity Theft and Pet Insurance.

Retirement Savings Plan after 30 days of employment with a company contribution and a match and with no vesting period.

Company paid holidays and Paid Time Off.

Company provided Life Insurance AD&D Disability Employee Assistance Plan and Well-being Program.

Why Join Us

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