Job Title: Service Manager
Reporting to the Director of Operations, the Service Manager is responsible for the overall leadership, coordination, and performance of the Technical Services function. The role oversees service delivery, technical support, repair and overhaul (R&O) activities, product lifecycle sustainment, and technical readiness spanning across our virtual and live fire training solutions product lines.
Working closely with Program Management, Field Services & Training, Logistics, Engineering, and customer stakeholders, the Service Manager ensures service operations are executed safely, efficiently, and in accordance with contractual requirements. The successful candidate will provide leadership to the Technical Services team while also supporting the transition from legacy system sustainment to the long-term support of newly fielded capabilities.
Core Responsibilities
Service Delivery & Technical Operations
- Lead and manage day-to-day Technical Services operations, ensuring service activities are executed safely, efficiently, and in accordance with contractual requirements.
- Oversee work order execution, repair and overhaul activities, inspections, technical support, and product lifecycle sustainment activities.
- Monitor workload priorities, resource allocation, and service performance to maintain operational readiness and customer support commitments.
- Support the sustainment of both legacy and newly fielded systems throughout their operational lifecycle.
Team Leadership & Development
- Provide leadership, coaching, and direction to the Technical Services team.
- Establish work priorities, assign resources, and support workforce planning activities.
- Ensure personnel receive the tools, training, technical knowledge, and guidance required to perform their duties effectively.
- Support recruitment, onboarding, performance management, and professional development activities.
Operational Excellence & Continuous Improvement
- Resolve operational challenges and coordinate corrective actions to minimize disruptions to service delivery.
- Establish, implement, and maintain departmental procedures, performance objectives, and service delivery processes.
- Monitor operational metrics, analyze performance trends, and identify opportunities to improve efficiency, quality, and customer satisfaction.
- Develop and implement new reporting tools, KPIs, and performance measures to support data-driven decision making and continuous improvement.
Program & Customer Support
- Act as a key interface between Technical Services, Program Delivery & Support, Field Services, Logistics, Engineering, and customer stakeholders.
- Support deployment readiness, sustainment planning, customer support activities, and issue resolution.
- Ensure customer concerns, technical issues, and operational risks are appropriately documented, tracked, communicated, and resolved.
Administration, Compliance & Reporting
- Ensure service records, work orders, maintenance documentation, inventory transactions, and customer reports are accurate, complete, and audit-ready.
- Prepare and review service quotations, cost estimates, invoices, and supporting documentation for internal and external customers.
- Monitor and manage Work-in-Progress (WIP) activities, ensuring timely completion, accurate costing, and proper closure of service work.
- Support departmental budgeting, forecasting, resource planning, and expenditure management.
- Ensure compliance with contractual requirements, company procedures, quality standards, and regulatory obligations.
- Support audits, corrective actions, and continuous improvement initiatives.
Job Specifications
- College diploma, technical certification, or equivalent experience in Electronics, Mechanical Technology, Engineering Technology, Information Technology, or a related discipline.
- Minimum 7–10 years of progressive experience in technical service delivery, maintenance, field support, or a related technical environment.
- Minimum 3–5 years of leadership or supervisory experience managing technical teams.
- Strong understanding of troubleshooting, repair and overhaul processes, technical documentation, and lifecycle support activities.
- Experience managing work orders, service delivery metrics, resource planning, and operational performance.
- Strong leadership, organizational, communication, and problem-solving skills, with the ability to manage multiple priorities and complex files in a fast-paced environment.
- Proven ability to work under pressure, make sound decisions, and effectively resolve operational challenges.
- Proficiency with Microsoft Office, ERP systems, service management platforms, and reporting tools.
- Bilingual (English and French), with strong verbal and written communication skills.
- Ability to obtain and maintain a Government of Canada security clearance and meet Controlled Goods Program (CGP) requirements.
- Previous military, defence, simulation, or training systems experience is considered a strong asset.
