Service Development Manager

Location:

Belfast, United Kingdom

Belfast – Hybrid working (The position may involve periods of extensive travel overseas.)

We have an excellent opportunity for a Service Development Manager within the IAS UK (Integrated Airspace Protection Systems UK) business line of Thales, based out of Belfast. This is a Product Support related role where the jobholder is responsible for the development, implementation and delivery of all Product Support aspects of Services, including the tactical and technical aspects relating to the operation, deployment and support of IAS UK Products and Systems.

The objective of this role is to build and maintain Customer relationships with both the Customer and End Users, ensuring that customer satisfaction is delivered across all aspects of service delivery.

• Providing Subject Matter Expert (SME) Product Support, both internally within Thales, and externally within the Customer and User communities, providing detailed tactical and technical knowledge of the operation and deployment of Company Products.
• Undertaking full responsibility for Lead End User interface across all aspects of Product Support and at all levels of seniority.
• Providing expert guidance into the design, development of each support element, including the transition of prime equipment into service.
• Acting as the lead customer interface for all Product Support related issues, and ensuring that customer requirements are clearly understood, defined and customer satisfaction is delivered.
• Providing support to design, development and delivery of Product support including Training and Technical publications across all support aspects.
• Leading investigations into, and resolution of system operational and performance issues, ensuring suitability of any resultant actions.
• Liaising with OEM/DA, Training Team, Customer and End Users regarding future missile and platform software upgrades and their implementation.
• Providing technical advice relating to the concept of use and concept of operation both at the individual and collective systems of systems level.

• Significant experience as a SME within Air Defence and the Force Protection sector.
• Current and competent on Air Defence, concepts of use and concepts of operations, ideally from a military background having left the services within the last 24 months.
• Significant experience in the design, delivery and validation of Product Support solutions.
• Technical experience, including significant direct interface with customer personnel and end users across the customer organisation.
• The jobholder must display strong leadership and motivational qualities to direct and achieve results from teams of people over whom he has no direct authority.
• The jobholder is required to be assertive but approachable with good interpersonal, presentation and communication skills.

Elements of the role will involve working overseas and will involve liaison with many levels of staff within the Overseas Support infrastructure, UK Government and British forces staff. It will also require the jobholder to develop an understanding of local customs and relationships and can work in an autonomous manner for sustained periods overseas.

The environment in which overseas support & services and range support are delivered is often uncertain. This jobholder needs to be flexible and able to adapt in order to manage and deliver high quality services. The jobholder will face complex situations, problems and will be required to develop a clear understanding of the position before selecting a course of action. In doing so the jobholder will rely on accumulated knowledge and experience.

The position requires the ability to influence the customer perception of the company products and services and deal with customer problems in an autonomous manner.

• Is competent in developing, planning and delivering Product Support solutions, and interfacing effectively with IAS UK customers, including senior military personnel.
• Has a detailed practical knowledge of a range of THALES products and sufficient experience to conduct practical technical…