Service Designer

About the job
The Service Designer is responsible for defining and improving our service processes. The service designer sets requirements (on the service), creates a concept design (of the service) and brings the service towards its final design including implementation support. The service designer works under the guidance of the End-to-End (E2E) Manager Services and is in close touch with operational departments delivering the service.

During the design of the service, the service designer keeps focus on the customer experience while developing the optimal E2E workflow of the service. In this context end-to-end means: the service demand starts with the customer to Thales, it is processed within Thales, translated to Thales’ suppliers and back again to Thales, and ultimately the service is delivered back to the customer. This means that the service designer works in multidisciplinary teams of stakeholders coming from the entire E2E chain, with the goal to improve processes, tooling and organisation.

Key tasks of the service designer:

• Definition of our standardized or new E2E service processes
• Definition of service solutions for projects, consisting of combinations of the standard E2E service processes, including their tailoring to the customer.
• Continuous improvement of the service processes by implementing changes to their design based on feedback, lessons learnt, or innovations.
• Building and maintaining our service design framework based on Service Readiness Levels.

About you

• Have a Bachelor or Master in a technical, logistic or business administration domain.
• Have good verbal and written communication skills in English.
• Have a deep understanding of and empathy for customer needs and applies a customer-focused approach when driving improvements.
• Have strong analytical skills with a keen eye for detail, but can also ‘zoom out’ to take a more holistic view. Can think in concepts.
• Have a structured, systematic way of working, but is at ease with missing details.
• You are curious, with a desire and creativity to improve our services based on market needs and lessons learnt in operations.
• Able to operate within multidisciplinary teams. You are a good communicator and love collaborating with and learning from other disciplines.
• Able to deal with change, or even drive it. Able to deal with occasional resistance to change.
• Knowledge or experience with Customer Services or Service focused projects is preferred
• Knowledge or experience with process design and improvement methods (e.g. Lean Six Sigma or ITIL) is preferred

What's in it for you

• A challenging job in a great team within our high-tech, innovative work environment. Includes the freedom for initiative and good ideas;
• Room for personal and professional growth within our organisation, for example in regards to technical, commercial or international skills;
• Valuable international collaboration with coworkers from 68 different countries around the globe;
• A comfortable work space in a modern environment, with a focus on flexibility and the right work life balance;
• You can usually work where and when you want to be able to do your work as well and efficiently as possible. Within Thales we implement hybrid working, where you can, for example, work from home two days a week if your role allows it;
• A good salary, fitting travel allowance, and the ability to personalise your employment conditions: for instance, you can trade days off for internet costs, our bicycle plan, company fitness and relocation costs;
• 40 days off per year (PTO). Yes, really.

Diversity Statement
We actively support a working pattern that suits your lifestyle and helps you reach your ambitions. That means that equal opportunities, inclusion and an informal culture are integral to our success. It also means that your well-being and happiness matter to us! That’s why we offer you the flexibility to do what’s important to you; whether that’s part time hours, job sharing, remote working, or the ability to flex your start and finish times.

Security Requirements
In line with Thales' Baseline Security requirements, candidates will be asked to provide evidence of identity, eligibility to work in The Netherlands and employment and/or education history. Some vacancies may require a security clearance which can require further evidence to be provided. For further details of the evidence required to apply for security clearance please refer to the General Intelligence and Security Service.

“Bij Thales krijg ik alle kansen en de ruimte om mijzelf verder te ontwikkelen, en dat als onderdeel van allerlei gave processen en projecten binnen de organisatie!”
Anoek Trainee

“Wat het voor mij aantrekkelijk maakt om hier te werken, is de diversiteit in opdrachten en het werken in verschillende teams met diverse disciplines. Zo blijf je jezelf ontwikkelen binnen het cyberdomein.”
Maurits Cyber Engineer

Over thales

We vinden dat je baan de juiste work/life balance moet ondersteunen en het platform is om jóuw ambities waar te maken. Dat betekent dat gelijke kansen, inclusiviteit en een informele cultuur een essentieel onderdeel uitmaken van ons succes. Maar ook dat jouw gezondheid en geluk voor ons erg belangrijk zijn! Daarom bieden we je de flexibiliteit om te doen wat voor jóu belangrijk is; of dat nu parttime werken is, of werken vanuit huis, of de mogelijkheid om flexibel te zijn in je start- en eindtijden, we denken met je mee.

In lijn met de basisbeveiligingsvereisten van Thales vragen wij kandidaten mogelijk om bewijs omtrent identiteit, werkvergunning en arbeids- plus opleidingsgeschiedenis. Sommige vacatures vereisen ook een security clearance die verdere informatie vereist. Voor meer informatie over wat er nodig is voor bepaalde security clearance, raadpleeg dan de General Intelligence and Security Service.