Service Center Team Leader

Location: Tubize, Belgium

We say HI*

*Human Intelligence – Welcome among Thales Team!

Thales in Belgium is part of an internationally leading technology group in the defence and security, aerospace as well as digital identity and security markets. In a world characterised by uncertainties, we ensure that our customers, partners and employees can pursue new paths with confidence. For a future

we can all trust.

Say HI* – to your career as

Service Center Team leader

At the Tubize site

In Tubize, you will join more than 300 colleagues recognized by domestic and international partners for expertise on products such as Radio Frequency (RF) Products, C4ISR, Crypto Global Solution, MACS (Aeronautical Intercom) and many others.

Today the Group employs more than 1,200 people across nine sites in Belgium.

Your mission

0. General overview

• The Service Center Team Leader is responsible for the operational execution of the Service organization, ensuring delivery excellence and customer satisfaction across all SIX TBE Business groups and services
• Reporting to the Services Head of Department, the Team Leader focus is on effective day-to-day execution and delivery performance
• The Service Center Team Leader leads a team of of delivery-focused managers and specialist including the following (non-exhaustive): Training Managers, ILS Managers, Technical Trainers, and other Services delivery-focused profiles, and acts as the senior professional escalation point for delivery performance and continuous improvement.

1. Delivery excellence & customer satisfaction

• Ensure high-quality delivery across projects and ongoing Services activities, meeting customer commitments on quality, cost, timing and responsiveness (ie. SLAs).
• Drive customer satisfaction across all TBE business groups in terms of Services projects, translating customer feedback into concrete delivery actions.
• Act as the senior escalation point for critical delivery issues and ensure timely resolution in coordination with the Service Head of Department.

2. Performance & operational management

• Monitor and drive achievement of Services delivery KPIs, including quality, customer satisfaction, capacity, cost and efficiency.
• Lead delivery performance review, identify gaps and ensure corrective actions are followed through for each Services projects.

3. Team leadership & capability

• Lead and develop a team of Services delivery-focused profiles, ensuring clear accountability and collaboration.
• Ensure effective resource allocation across projects and Services activities and anticipate future capacity and competency needs.
• Build a strong delivery culture, fostering ownership, customer focus and continuous improvement.

4. Service delivery model & improvement

• Ensure consistent application of Services delivery processes, tools, and ways of working across the different Service activities.
• Identify and implement operational improvements to increase delivery efficiency, quality & scalability in alignment with the Service transformation roadmap.
• Strengthen collaboration between Service, Engineering, Project Management and Sales (and other TBE teams) to enable effective end-to-end delivery.

5. Strategic alignment & stakeholder management

• Work closely with the Service Head of Department to translate Service strategy and growth ambitions into operational priorities and capabilities.
• Contribute operational insights to support the Service Head of Department’s strategic decisions, service development and transformation priorities.

We are looking forward to

• 10+ years of professional experience in services delivery, operations, project/program management, technical services or a related field.
• Proven experience in a senior leadership role, managing teams, operational performance and customer-facing activities in a complex environment.
• Experience in technology, engineering, industrial, defense or aerospace, preferably in a B2B/customer-facing environment.
• Strong focus on execution, quality, customer satisfaction and meeting commitments.
• Ability to lead experienced professionals and engage effectively with senior stakeholders and customers.
• Strong KPI Management, problem solving and continuous improvement mindset, with ability to translate startegy into operational results

Thales is a global technology leader with more than 81,000 employees on five continents. The Group is investing in digital and “deep tech” innovations – Big Data, artificial intelligence, connectivity, cybersecurity and quantum technology – to build a future we can all trust.

For more than 20 years, Thales has pursued a robust corporate social responsibility (CSR) policy based on the highest international standards. The principles behind this policy are now captured in the company’s purpose of “building a future we can all trust”, which was adopted in 2020.

Say HI* – Your journey to us

At times of change our international teams are ready to meet the complexity of today with the industry-leading technologies of tomorrow. Will you be part of it? We are looking forward to your online application. Great journeys start here, apply now!

*Human Intelligence