Services Segment Manager

• The Service Segment Manager will be part of the SIX (Secure Communications and Information Systems) Domain of THALES BELGIUM responsible for delivering Thales solutions to Defence, Homeland security and Critical Operators on the BELUX market.
• As part of your activities, you will be the major stakeholder in the capture and delivery of service solutions to our customers.
• You define the service strategy, extend and improve services portfolio, contribute to business development towards our customer & prospects base.
• You supervise and coordinate the activity of the service team and manage relationship with internal and external stakeholders.
• You ensure the coordination and the successful achievements of services contracts on a technical, industrial, financial, contractual and resources point of view.
• You guarantee customer satisfaction on a long-term basis

• Definition of service strategy, services roadmap and associated implementation plan: needed resources and profiles , tools and processes
• Drive business development of new services contracts or extension of existing services activities together with sales and marketing department
• Responsible for services contribution delivery to bid files under the supervision of Capture leader and Bid manager
• Make sure service resources availability and allocation are in line with domain business objectives
• Manage service team resources, responsible for service team training and development plan together with identification of needs for onboarding new resources
• Coordinates all the activities conducted by the teams involved in the provision of customer Services
• Responsible for services delivery: Make sure the contractual requirements are reached and optimized regarding budgets, quality standards, deadlines…
• Identifies Opportunities and Risks
• Manage with efficiency and in a transparent way the customer relationship.
• Guarantee the Service Level Agreement (SLA) commitments are met.
• Analyses Customer feedback, key performance indicators, operating reports. Steers the corrective actions in case of deviation
• Be the primary escalation point for customer’s representatives
• 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

• 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)

• Broad experience in internal and external projects/programs management in a high-tech and matrix environment.
• Previous experience in managing a services activity business unit or department is an asset
• 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
• Be a strong leader with ability to adapt the organization and develop new product and services

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

Thales