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About the role
- Service Delivery Manager overseeing Thales’s In-Service Support services for Royal Canadian Navy vessels. Managing coastal teams, contract delivery, budgets, risks, and customer relationships.
Responsibilities
- Provide the services necessary to ensure vessel mission readiness and availability for the Royal Canadian Navy on both coasts
- Ensure people, processes and tools are in place to support service delivery to vessels under In-Service Support Programs
- Ensure execution of In-Service Support contract services and delivery of contract obligations in full and on time
- Achieve financial and performance targets
- Manage Coastal project staff in Halifax, NS and Esquimalt, BC, and standardize processes across operating locations
- Capture and share Corrective Maintenance lessons learned between coasts
- Prepare and submit monthly reports covering SPMs, KPIs and SHIs
- Develop inputs to annual operating plans for Service Delivery
- Review and prepare financial forecasts to keep budgets on track
- Communicate with customers on either coast regarding technical requirements for vessel capability, readiness and availability
- Coordinate communications between coastal managers and customers in the Formations
- Develop and implement direct accountability programs for subordinates
- Manage the overall Coastal contract risk profile with Program Managers, DND and other Canadian agencies
- Maintain effective relationships with coastal client community members
- Identify, resolve or escalate client friction and potential friction
- Provide oversight and direction to Service Delivery employees
- Coach, mentor and develop staff, including onboarding and career development
- Develop and execute a succession plan
- Lead employees toward productivity, quality, continuous improvement and goal accomplishment
- Foster teamwork and unity within the department
- Support recruitment, interviewing, selection and hiring with Human Resources
- Comply with and promote Health, Safety and Environmental requirements and programs
- Visit shipyards and naval dockyards, with regular domestic and occasional international travel
Requirements
- 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
- Requires a positive Controlled Goods assessment
- Required to obtain and maintain a Security Clearance at the NATO Secret Level
- Must meet all federal government requirements to access Canadian government facilities, including naval dockyards
- Must be eligible or able to obtain authorization for access under the Canadian Export Control List, Canadian Controlled Goods Program, Canadian Industrial Security Program, ITAR and/or EAR
- Preferred: Bachelor’s degree / Master’s degree in Engineering or Business/Project Management related field
- Preferred: Accreditation as a Certified Practicing Project Manager or equivalent
- Preferred: Experience working within or leading In Service Support Projects
- Preferred: Experience working within a defense environment with active defense force personnel
- Preferred: Relational Contracting experience
- Preferred: Management of a performance-based contract
- Preferred: Proven experience with Maximo and Primavera P6 Scheduling tool
- Preferred: PMP
Benefits
- 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
- Regular domestic and occasional international travel opportunities
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