Service Architect / Service Engineering Manager

About us

Active in the Aerospace, Defense, and Security sectors, Thales Netherlands, with approximately 2,800 employees, is a top provider of high-tech jobs. Product innovation and quickly responding to the latest technological possibilities are our driving forces.

Striking examples include radar, communication, and command & control systems for naval vessels, and communication, security, and payment systems for businesses. Thales Netherlands is part of the Thales Group with 80,000 employees internationally in 68 countries. This makes Thales one of Europe's largest electronics companies.

We are looking for a Service Engineering Manager for our location in Huizen.

Services & Delivery Management Department

is responsible for, among other things:

• Developing, rolling out, and managing innovative or modified Service & Delivery concepts and contracts.
• Executing remote and on-site service contracts.
• Providing aftercare for already delivered products and services.
• Maintaining and managing associated customer contacts during operational execution.

As a Service Engineering Manager

You are broadly responsible for the design, setup, and rollout of new and modified services for existing and new customers. This includes the following activities:

• You define the service requirements for the needs of both the customer and the Thales organization and align these with the Engineering Delivery Manager to jointly establish a project baseline.
• You define the associated new or modified service processes, KPIs, and determine their impact on the existing organization.
• You gather cost estimates for setting up and executing the services and contribute to preparing customer quotations.
• You are in the lead to set up and configure new processes and instructions for services and the associated tooling.
• In addition, together with the operational management organization, you keep the service processes and instructions in our quality management system up-to-date.
• You identify possible improvements in the services and associated processes and instructions and address them together with the main stakeholders.
• You collaborate with all disciplines within management and the development department (engineers) to continuously increase the maturity of our service organization.
• You are part of a results-oriented team to maximize and optimize our customer experience together with other internal disciplines.
• You work independently and have a very high degree of self-management.

You perform these activities as a contributor or as a responsible work package manager during the bidding phase of a new opportunity and also during the project phase after customer signing until handover to the Service Delivery Manager.

About the job

As a Service Engineering Manager, your primary focus is to translate new service needs or changes into requirements and a baseline for implementation, including the impact on the existing organization. During the bid phase, you work in a multidisciplinary team led by a capture lead on an offer for the customer. Here, you collaborate with an Engineering Delivery Manager who focuses more on technical requirements, while you contribute the service processes and necessary tooling and organization. During the bid phase, you also ensure that costs are estimated, partly by yourself with input from and in consultation with the standing service organization. You also provide texts and the necessary structure for the offer to the customer and record all this in a service file.

After the customer has approved the offer, you are part of the project team to develop and roll out the relevant service processes and everything that goes with them to the existing organization. The end result is a successful handover of the new services or service changes to the existing service organization.

Apart from the bid or project, there are internal improvements to service processes, tooling, and organization. Internally coordinating, developing, and rolling out these improvements are also part of your tasks as a Service Engineering Manager.

Your regular workplace is Huizen, but depending on the stakeholders you interact with, it can also be at other locations. Both other Thales branches and customer locations.

So, you particularly enjoy being broadly deployed in multidisciplinary teams and collaborating with various stakeholders to sell, shape, and roll out new services.

About you

You have an HBO+ work and thinking level with a (technical) business background or something similar with knowledge of logistical concepts, service provision, and aftercare in a technical environment. Lean and process analysis and optimization are not unknown to you. In addition, you have an affinity for technical solutions and enjoy delving into such solutions and acquiring new knowledge. Process-oriented work in both setup and execution with financial insight is essential, where you can properly weigh both customer interests and internal Thales interests. You have ITIL knowledge and know how to apply and transfer it.

You are a team player within an independent and self-managing team. You are solution-oriented, responsible, and ensure neat administrative processing. You understand that accuracy and quality are more important than speed and that you always keep the customer experience in mind.

Good communication skills in both Dutch and English are a requirement for proper execution of the work. Since we work in a highly secure environment for both civilian and defense customers, successfully completing an MIVD-B screening is a requirement and "Dutch eyes only" applies.

Thales Offers

• An interesting, preferably full-time job within a nice team in an international high-tech environment.
• Room and attention for personal development and own initiative.
• An open and flexible working environment where a good work-life balance is important.
• Good employment conditions, including 40 vacation days per year.

Interested?

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