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For Companies At a Glance
- Tasks: Manage end-to-end service delivery and customer relationships for IT services.
- Company: Join Thales, a leader in engineering services with a focus on innovation.
- Benefits: Enjoy competitive salary, annual bonus, 28 days leave, and gym discounts.
- Why this job: Be part of a dynamic team driving service excellence and customer satisfaction.
- Qualifications: Expertise in service management, ITIL V3, and strong technical understanding required.
- Other info: Must be a sole British National and achieve Security Clearance.
The predicted salary is between 43200 - 72000 £ per year.
THALES has an exciting opportunity for a Service Delivery Manager to be responsible for the end-to-end service delivery, SLA management and customer services/relationships for the DIS Operated Managed Services Portfolio.
Location: Cheadle
What can we offer you?
- Competitive salary and benefits package
- Annual 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 Program and access to mental wellbeing app
- Employee discount shopping schemes on major brands and retailers
- Gym membership discounts
What will you deliver?
- Effective service delivery, customer SLA management, expert knowledge and practical implementation of the ITIL V3 framework.
- Contractual knowledge of Service Level Agreement, OLA, CSF, KPIs and Service Credit structures for specific customer services.
- Monitoring and awareness of the overall performance of secure networks customer services.
- Building service reports, delivering on them and chairing service delivery meetings, following up if service delivery is not meeting expectations.
- Ensure incident and problem management is carried out and that key specialist resource is brought in as and when throughout the incident lifecycle.
- Manage customer satisfaction, long term interests and service improvement initiatives.
- Building and maintaining relationships with key internal and external stakeholders.
- Collaborative working with senior management with input into the CSI Register.
- Driving contract growth through identifying and exploiting commercial opportunities and change requests within existing customer contracts.
Who are we looking for?
- Expert experience in either a service management or technical solution role.
- Significant experience in service and operational environments working in line with the ITIL V3 Framework and the associated service lifecycles.
- Service governance within a recognized process framework ISO20000 and knowledge of Chorus 2 PDCS or similar service management frameworks.
- Technical management of subcontract suppliers and vendors.
- Service Management and development of operational lifecycle processes.
- Experience of development and accreditation conforming to external technical standards.
- Knowledge of current development and service management tools.
- Strong technical understanding of IT infrastructure, design and solutions, particularly in IT network services.
- Strong financial and commercial awareness.
- Experience of working in small and medium sized bids.
- Senior Stakeholder engagement experience.
- Analytical thinker.
- Experience of working with large government contracts.
Due to the nature of the work that we do at Thales, many of our roles are subject to security restrictions. This role requires you to be a sole British National from birth and achieve Security Clearance (SC) without any caveats. It would be advantageous if currently held, however, if not currently held, it is a requirement that the successful applicant undergo, achieve, and maintain SC Clearance prior to commencing employment. Please visit the UKSV website for further guidance.
To be eligible for full SC, you generally need to have resided in the UK for the last 5 years. In some circumstances, a minimum of 3 years’ residence in the UK over the last 5 years may be accepted, with additional overseas checks.
Service Delivery Manager - Engineering Services (Cheadle) employer: Placed
Contact Detail:
Placed Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Delivery Manager - Engineering Services (Cheadle)
✨Tip Number 1
Familiarise yourself with the ITIL V3 framework and its service lifecycles. Being able to discuss your practical experience with ITIL during interviews will demonstrate your expertise in service delivery management.
✨Tip Number 2
Build a strong understanding of Service Level Agreements (SLAs) and how they impact customer satisfaction. Be prepared to share examples of how you've successfully managed SLAs in previous roles.
✨Tip Number 3
Network with professionals in the service delivery and engineering sectors, especially those familiar with Thales or similar companies. Engaging with industry contacts can provide valuable insights and potentially lead to referrals.
✨Tip Number 4
Research Thales and their current projects, particularly in the area of secure networks. Showing that you understand their business and challenges during your interview can set you apart from other candidates.
We think you need these skills to ace Service Delivery Manager - Engineering Services (Cheadle)
Some tips for your application 🫡
Understand the Role: Thoroughly read the job description for the Service Delivery Manager position. Make sure you understand the key responsibilities, required skills, and the ITIL V3 framework mentioned. Tailor your application to highlight your relevant experience.
Highlight Relevant Experience: In your CV and cover letter, emphasise your experience in service management or technical solution roles. Include specific examples of how you've managed SLAs, customer relationships, and service delivery in previous positions.
Showcase Technical Knowledge: Demonstrate your understanding of IT infrastructure, service governance, and operational lifecycle processes. Mention any relevant certifications or frameworks you are familiar with, such as ISO20000 or Chorus 2 PDCS.
Personalise Your Application: Address your application to the hiring manager if possible, and express your enthusiasm for the role and the company. Mention why you are a good fit for Thales and how you can contribute to their service delivery goals.
How to prepare for a job interview at Placed
✨Understand the ITIL V3 Framework
Make sure you have a solid grasp of the ITIL V3 framework, as it’s crucial for the role. Be prepared to discuss how you've applied its principles in previous positions, particularly in service delivery and SLA management.
✨Showcase Your Stakeholder Management Skills
Highlight your experience in building and maintaining relationships with key stakeholders. Prepare examples of how you've successfully engaged with senior management and external partners to drive service improvements.
✨Demonstrate Analytical Thinking
Be ready to showcase your analytical skills by discussing how you've approached problem-solving in past roles. Use specific examples where your analytical thinking led to successful outcomes in service delivery or incident management.
✨Familiarise Yourself with Security Clearance Requirements
Since this role requires Security Clearance, be aware of the process and requirements. If you already hold SC clearance, mention it; if not, show your understanding of the importance of security in the role and your willingness to comply with the necessary checks.
