- Set up and run a through-life asset management system for key SRT equipment
- Ensure globally deployed systems are supported and maintained throughout their contracted sustainment period, typically 10 years, to agreed service levels and manufacturer or SRT directions
- Manage the Zuper task management system for efficient scheduling, direction, and reporting of planned and unplanned maintenance and support by in-country teams
- Oversee effective use of the Zendesk ticketing system through issue resolution
- Act as an escalation point and ensure swift resolution while maintaining customer satisfaction in line with SLAs
- Liaise between Through-Life Systems Support and other departments for UK and in-country operations
- Drive timely resolution of Support Level 3 tickets and project issues
- Develop and implement long-term support and maintenance strategies
- Monitor SLAs, response times, resolution rates, and other performance metrics
- Identify improvements and implement initiatives to optimise support operations
- Collaborate with SRT and third-party teams to meet contractual and SLA commitments
- Represent the department in weekly review meetings, highlighting risks and resource needs
- Lead weekly meetings with in-country partners, project managers, and customer success teams
- Manage project and software handover processes, including readiness and training before sustainability transfer
- Prepare and deliver reports and strategic updates to senior management
Requirements
- Bachelor's degree in engineering, science, business, or IT is desirable
- Several years of practical experience in this field is desirable alongside a bachelor's degree
- Customer-focused mindset with a commitment to continuous improvement
- Proven experience in a through-life support role, preferably in technical or project-driven environments
- Strong knowledge of global service desk management
- Strong problem-solving, communication, and stakeholder management skills
- Appreciation of cultural differences in overseas territories
- Ability to communicate well with customers and advisors overseas
Core Competencies
Demonstrates expertise in through-life asset management, ensuring effective support and maintenance of global systems while optimizing operations and maintaining customer satisfaction. Proficient in managing task and ticketing systems, leading cross-functional teams, and delivering strategic updates to stakeholders.
Highest-signal resume keywords
- Through-Life Support Experience
- Global Service Desk Management
- Zuper Task Management System
- Zendesk Ticketing System
- Stakeholder Management
Hard Skills
- Asset Management
- Support Operations Optimization
- Performance Metrics Monitoring
- Project Management
- Technical Support
Soft Skills
- Problem-Solving
- Communication
- Customer-Focused Mindset
- Continuous Improvement
- Cultural Appreciation
Certifications & Qualifications
- Bachelor's Degree in Engineering
- Bachelor's Degree in Science
- Bachelor's Degree in Business
- Bachelor's Degree in IT
Industry Keywords
- Sustainment Period
- Service Level Agreements
- Customer Satisfaction
- In-Country Operations
- Technical Environments
Tools & Technologies
- Zuper
- Zendesk
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Through Life Systems Manager employer: Jobtailor
As a Client Services Coordinator at our dynamic company, you will thrive in a supportive work culture that prioritises employee growth and development. We offer comprehensive training, opportunities for advancement, and a collaborative environment where your contributions are valued. Located in a vibrant area, our team enjoys a healthy work-life balance and the chance to engage with diverse clients, making every day rewarding and meaningful.
