Customer and Demand Lead

Job Description
Organisation: Defence Equipment & Support – Deca
Salary: £57,500 – £62,200 per annum (plus generous benefits)
Grade: Professional I
Working Pattern: Full time, Part time, Job Share, Flexible Working
Contract Type: Permanent
Job Summary
DE&S Deca is a specialist part of Defence Equipment & Support (DE&S) tasked with supporting a vast range of Defence avionics, electronics and components to provide high-quality, cost-effective support to the UK Armed Forces. We have a rich heritage as the MOD\’s in house repair, maintenance, overhaul and upgrade service provider by offering innovative solutions to guarantee best value for Defence. To find out more about DE&S Deca follow here.
We offer 25+ days\’ holiday, flexible and hybrid working, enhanced parental leave schemes, shopping discounts, and an exceptional employer pension contribution of 28.97%, to help make work work for you.
This role requires you to have lived in the UK for the last 5 years and obtain Security Check (SC) security clearance. Clearance must be obtained without any caveats that prevent you from carrying out the role you\’ve been recruited for. If it isn\’t obtained, or is obtained but with caveats that prevent you from carrying out the role, any conditional offer made to you will be withdrawn. Obtaining SC security clearance can be a lengthy process, and we reserve the right to withdraw any conditional offer made if the necessary security clearance isn\’t obtained within 12 months.
Job description
Are you ready to take on a leadership role at the heart of DE&S Deca\’s mission to deliver dependable maintenance, repair, and overhaul solutions in support of Defence? This is your opportunity to make a meaningful impact, working closely with senior military and civilian leaders to shape the future of Defence support in the UK.
In this pivotal role, you will build strong relationships and influence key stakeholders to align with organisational objectives. Your leadership will be instrumental in delivering demand plans and customer services that directly contribute to the Defence of the UK.
Want to hear what our colleagues thinks of their role?
\”Working at DE&S Deca is both challenging and rewarding. I\’ve had the opportunity to work with a supportive team and contribute to meaningful projects that make a real difference. The role offers variety, collaboration with a range of stakeholders, and the chance to develop professionally while supporting Defence. It\’s a great place to grow and make an impact.\”
Leading a team of approximately 20 customer account and bid management professionals, you will provide strategic direction to ensure the delivery of high-quality, efficient, and customer-focused services to Defence clients. You will oversee the delivery and reporting of demand plans, effectively managing the Customer Service and Bid Teams to ensure all activities align with organisational priorities and exceed customer expectations.
By working closely with Defence customers, you will lead your team in developing tailored solutions that meet their unique needs. You will also collaborate with internal teams to ensure the seamless delivery of maintenance, repair, and overhaul services. Additionally, you will play a key role in driving continuous improvement, ensuring that processes remain efficient, customer-focused, and fit for purpose.
Interviews will take place face-to-face at MOD Sealand and will commence in the week commencing Monday 1st September 2025 (please note this is subject to change).
We champion flexible ways of working. Regular in-person attendance is required (this is expected to be approximately 60% of your working week) to promote the benefits of face-to-face collaboration alongside flexibility of hours to support work-life balance and business need. Initially, you may be expected to attend more frequently to familiarise yourselves with the site, the team, and your role.
What you\’ll be doing

• Leads the team, sets direction and provides guidance on the development and delivery of demand plans and associated support arrangements according to the customer requirements which feeds into the 24 month demand plan, ensuring alignment with DE&S Deca\’s business plan.
• Leads the handover of demand requirements to the supply team and ensures ongoing monitoring of progress. Analyses Management Information (MI) and data to identify trends, risks, and issues, supporting problem-solving and informed decision-making. Works with the supply team and customers to address delivery challenges, resolve issues, or reprioritise work as needed. Leads performance, governance, and assurance reviews, and drives continual improvement in demand management processes and outcomes
• Develops and directs appropriate governance arrangements and identifies improvements to support the delivery of demand plans and associated services, ensuring alignment with DE&S, contractual, and customer requirements. Enables and ensures governance compliance across the Customer Service and Bid Teams, fostering a culture of accountability and continuous improvement
• Manages agreements and sales arrangements across a range of capabilities and programmes, including formal contracts with external commercial organisations and agreements based on Statements of Work (SoW) for Defence customers. Leads activities to monitor and control performance against agreed obligations including assumptions, exclusions and deliverables (AEDs) and KPIs, ensuring alignment with customer requirements.
• Provides strategic direction and leadership to the team responsible for the development of bids, ensuring assurance, endorsement, and approvals through the New Service Provision (NSP) process, ensuring that bids align with customer needs and organisational objectives. Drives collaboration with Operations, Engineering, and Procurement to deliver tailored solutions for the maintenance, repair, overhaul, and sustainment of Defence equipment.

Person specification
To be successful with your application, you\’ll need to show that you meet the following essential criteria:

• Significant experience in the management/leadership of teams.
• Experience of stakeholder and relationship management, including working with stakeholders and / or customers to deliver outcomes.
• Experience of continuous improvement and/or change management, with a focus on improving processes and delivering results.

It will also benefit your application if you are able to demonstrate the following desirable criteria:

• Experience in one of the following associated disciplines: Project Management, Supply Chain, Engineering, Business Management, Operations, Through Life Support
• Experience in working in the Defence sector
• Experience in delivering customer service and/or the management of sales contracts/agreements

In addition to the responsibilities above, the following technical competences and behaviours will be assessed at interview:

• Core Behaviour 1: Leadership
• Core Behaviour 2: Changing and Improving
• Technical Competence 1: Stakeholder Management – Expert
• Technical Competence 2: Service Delivery Management – Expert

Offered benefits

• 25 days\’ annual leave +1 day a year up to 30 days, 8 bank holidays and a day off for the King\’s birthday
• Flexible and hybrid working options
• Market-leading average employer pension contribution of 28.97%
• Annual performance-based bonus and recognition awards
• Access to specialist training and funded qualifications
• Support for progression
• Huge range of discounts
• Volunteering days
• Enhanced parental leave schemes

Improving innovation and enriching our culture, diversity of thought is vital to our success. So whether you\’re looking for a new opportunity, a next step, or a helping hand as you return from a career break, bring your experiences and help deliver for the defence of tomorrow. Here you\’ll find a supportive, family-friendly organisation to be a part of – and if you need any assistance with your application, just let us know.
#LI-Hybrid
Further Information

• Civil Service Recruitment Principles: Recruitment Principles – Civil Service Commission
• Candidate Information Pack:
• Terms and Conditions:
• Civil Service Code: The Code – Civil Service Commission

Any personal data that you provide during the Recruitment process will be treated in accordance with the MOD Privacy Notice which can be accessed here .
Please note as a Disability Confident Leader we want to ensure you receive any reasonable adjustments that you need throughout the recruitment process. If you do require any reasonable adjustments, you can let us know on your online application under the section \’Please indicate and give details of any reasonable adjustments you may require during the recruitment process.\’
Selection Process Details
Your application will go through the following stages of assessment:

1. Pre-sift – We will check that you meet any essential or eligibility criteria that are listed in the Person Specification section of this advert. On your CV, please clearly show how you meet the essential criteria.
2. Sift – Your CV will be assessed against the following categories, using a simple numerical scoring system: Key Achievements; Relevant Experience; Applied Knowledge and Skills. Please follow our guidance on CV writing for best chance of success.
3. Interview – If you\’re invited to interview, you\’ll be assessed against the Sift categories listed above, as well as the Technical Competences and Behaviours listed in the Person Specification section of this advert.

Please Note: In the event of a tied score at interview, the Order of Merit will be distinguished based on the relative importance of the assessed competencies as per the hierarchy below:

• 1st: Core Behaviour 1
• 2nd: Core Behaviour 2
• 3rd: Technical Competencies
• 4th: CV Review

In the event of a further tie using the method above, we reserve the right to utilise an additional assessment.
Feedback will only be provided if you attend an interview.
If you feel that your application has not been treated in accordance with the Recruitment Principles and you wish to make a complaint, in the first instance you should contact department via email: If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission: Recruitment Complaints – Civil Service Commission
Declaration of Outside Interests.
The Ministry of Defence requires all candidates who are successful at interview to declare any outside interests. These declarations will be discussed with successful candidates following the interview process and before a formal offer of employment is made, as some outside interests may not be compatible with MOD civilian roles. This will not, in the majority of cases, prevent employment in MOD, but it is a measure that must be taken to ensure that appropriate mitigations can be put in place to manage any potential, perceived or actual conflicts of interest from the first day of employment.
Offering at a lower level
If you\’re not successful at interview, we may offer you a role at a lower level if this is a match for your skills and experience. If this applies to your application, you\’ll be scored against criteria for the lower-level role and offers will be made in merit order. If you accept this position, you\’ll be able to take advantage of opportunities to develop your career as part of our team.
About Us
Join an integral part of the UK\’s Defence and play your part in the procurement and in-service support of all our armed forces\’ equipment, from fighter jets, armoured vehicles and aircraft carriers, to clothing, food, and ammunition. If you have the pride, passion and commitment to be part of an exciting organisation at the forefront of supporting our country\’s armed forces to deliver on operations at home and abroad, then apply online now!
About the Team
Critical upkeep. Essential supplies. World-class service and first-class support. Our Operational Delivery function is responsible for the management and delivery of in-service support for the equipment used by the UK military – from the first day of launch to the day it\’s retired from service. From munitions handling experts and hands-on support at the British Forces Post Office (BFPO) to critical in-office operations that keep everything moving – this function is a professional home for talented civilian and military staff who are dedicated to delivering the best.
Please see the MOD Privacy notice which informs how we will use your personal data, explains your rights and gives you information you are entitled to under Data Protection legislation.
Working for the Civil Service
The Civil Service Code sets out the standards of behaviour expected of civil servants. We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission\’s recruitment principles.
The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria. Please click here to find out more.
DE&S/SDA and MOD Main internal applicants will need to apply through MyHR Internal Career Portal via the DE&S/SDA jobs tile. This can be found on the MyHR home page.
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