Service Delivery Manager

Permanent, 37.5h, 4 day working week Monday to Thursday

The Service Delivery Manager (SDM) will be responsible for overseeing the delivery of all sustainment activities for the IMOS programme, ensuring alignment with contractual obligations and customer satisfaction. Responsible and accountable for ensuring execution of Sustainment deliverables to cost, schedule and technical / performance. Manages the delivery of services to ensure that SLAs (service level agreements) and KPI (key performance indicators) are met or exceeded;

ensures that all sustainment teams have a clear understanding of requirements; builds and maintains strong relationships, is responsible as a CAM for relevant accounts / work packages, provides day-to-day advice and support ensuring service quality and delivery standards, identifies service needs, plans the service delivery and proactively supports cost reductions. The SDM owns the sustainment operational rhythm: tracking milestones, maintaining risk and governance documentation, coordinating across delivery teams (MAWS, Logistics, Field Service, and MTF), This is a full time role based onsite at RNAS Culdrose.

• Act as the primary point of contact for the LMUK Sustainment Organisation and the IMOS (Integrated Merlin Operational Support) programme, building and maintaining strong relationships to understand their needs and expectations.
• Manage and be accountable for the delivery of the agreed Sustainment activities to the IMOS (Integrated Merlin Operational Support) programme, ensuring timely and effective delivery of services including key activities such as Logistics, Deployed Operations, Service Management and Trade Compliance.
• Create, own, and maintain Business Continuity Plans (BCPs) for the IMOS sustainment function, ensuring they are accessible, current, and tested.
• Own and maintain the IMOS sustainment risk register, ensuring risks are assessed, owned, and reviewed on a regular cadence.
• Support compliance activities including CONDO process coordination, export controls liaison, and audit readiness.
• Manage requests for change and work with the Sustainment Service Architects to deliver new requirements when required.
• Develop and implement processes and procedures in line with industry best practices.
• Control Account Management
• Monitor and report on service performance metrics, ensuring compliance with Service Level Agreements (SLAs) and Key Performance Indicators.
• Create a culture of Continuous Improvement.
• Collaborate with internal and external stakeholders to resolve issues and implement solutions to enhance service delivery.
• Conduct regular service reviews with clients and internal teams, recommending improvements.
• Manage and coordinate service transitions, ensuring smooth handover and minimal disruption to our customers.
• Identify and mitigate risks and opportunities related to service delivery, implementing contingency plans as necessary.
  
  Ensure compliance with relevant regulations, standards and best practices.

• Experience in service delivery management, with a strong understanding of service management frameworks (e.g., ITIL, ISO/IEC 20000)
• Experience working with ILS delivery frameworks (e.g Def-Stan 00-600)
• Experience working with MOD customer
• Experience supporting complex programmes
• Experiencing in planning, organising, and co-ordinating resources, timelines, and deliverables
• Ability to build and maintain relationships in complex and environments
• Adept at analysing complex situations, identifying problems, and proposing effective solutions
• Strong customer service skills, empathy, communication and product knowledge
• Knowledge of Airworthiness support frameworks (e.g MAA - MAOS, MAP, DAOS or CAA Part 145)

Lockheed Martin is committed to upholding principles of equal opportunity, fostering a work environment that is aligned with our core values of integrity, respect, and exceptional performance. We recognize the importance of leveraging the unique talents and experiences of all our employees to drive innovation, deliver superior solutions, and maximize value for our customers. Our focus is on identifying the most qualified candidate for each role, regardless of their background.

If you are interested in a position, we invite you to share how your skills and perspectives could bolster our team and encourage you to apply, even if you feel your qualifications do not fully meet all the job criteria outlined in our advertisement. Furthermore, Lockheed Martin is dedicated to ensuring our recruitment process is inclusive for all individuals. We are prepared to accommodate reasonable adjustments for applicants as needed.

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