Service Delivery Manager

Overview

Location:

Belfast, United Kingdom

Thales is a global technology leader with more than 83,000 employees on five continents. With over 7,500 people in the UK, operating across defence, space, aerospace, and digital security, we help build a future we can all trust. Thales supports the security and stability of our nation by providing extraordinary technology to our customers, as well as delivering social value to the UK with our products and services.

Thales currently have an opportunity for a Service Delivery Manager (SDM), based out of our Belfast site.

Service Delivery Managers are responsible for managing and delivery of Service-related Programmes and work packages into key customers. These services range from providing Software and Hardware upgrades to Customers, providing Spares and Repairs, to the provision of an overarching support capability.

The SDM plays a vital role in developing the business as a long-term progressive service provider, building strong customer relationships, acting as the bridge between the Customer and our operational delivery teams.

As an SDM you’ll report into the Head of Service Delivery IAS UK and will support the Service Delivery team to ensure the service delivery as agreed in the contract(s) and ensure SLA’s and customer satisfaction are achieved or exceeded.

Integrated Airspace Protection Systems (IAS)

Our main purpose is to protect and defend. We provide rapid integrated solutions for detection, coordination, fire control, engagement and support. We cover three sectors:
Surface Attack & Air Defence (UK), Air Defence (International) and Air Operations & Services as well as Space.

• Monitor, control and delivery of the Service programme and related work package commitments, using effective planning methodologies.
• Maintain the Service Management Plan.
• Permanently update the Service File and ensure it is continuously adapted.
• Interface with the Customer about the technical & operational subjects relating to the capture and processing of requests.
• Guarantee service delivery according to Service Level Agreements.
• Develop innovative solutions to improve effectiveness and efficiency.
• Ensure that incidents are managed and that the service is continuously available.
• Classify incidents, find the root cause and propose Engineering Change Request if needed.
• Ensure that service requests are managed properly.
• Optimise the experience feedback.
• Analyse customer feedback, performance indicators and operating reports.
• Produce and monitor Key Performance Indicators (KPI).
• Identify sources of improvement and their priorities, which might be converted into product or system change by the System Engineering Manager (SEM).
• Coordinate the technical activities conducted by the teams involved in the provision of Customer Services.

This position requires expert experience in either a service management or technical solution role. The key skills and experience required include the following:

• Experience of working in a Product Support and or service environment is essential.
• Experience in delivering and managing a programme or significant work packages within an Engineering/Defence/Manufacturing sector.
• Experience in delivering competitive bids in short timescales.
• Broad commercial and financial awareness.
• Able to operate effectively under project constraints and pressure and able to display sound judgement.
• Strong customer focus with the ability to build relationships at all levels.
• Degree level qualification or equivalent in a technical or business subject.
• A programme management qualification or equivalent would be of benefit.
• The SDM should have flexibility to travel often at short notice.

• Annual Performance Bonus
• Matched Pension up to 7%
• 28 days annual leave (Plus Bank Holidays)
• Life Cover equivalent to 2X times annual salary
• 24/7 Employee Assistance Programme and access to mental wellbeing app
• Employee discount shopping schemes on major brands and retailers
• Gym membership discounts

Due to the nature of the work that we do at Thales, many of our roles are subject to security restrictions. This role requires…