Service Delivery Manager in Woking

About Roke

Roke is a world-class engineering and technology company, with a trusted and long-standing record of delivery spanning research & development, products, managed-services and consultancy, serving customers across the globe.

The markets Roke operates in are broad, but they are frequently crosscutting at engineering and delivery levels; markets include defence, national security, public-sector and commercial industries, with diversity being at the centre of Roke’s strategy.

The Opportunity

As a Service Delivery Manager your main responsibility is coordinating the support provided to our customers both in the UK and internationally, liaising regularly with Customers, internal stakeholders (including Roke central support functions) and Suppliers, to achieve high and consistent levels of customer satisfaction.

Key Responsibilities

• Meet end-user demands, solve customer problems, and drive high levels of customer satisfaction.
• Take ownership of customer requests, issues, and get-well plans, following them through to resolution, supporting post incident reviews, and providing customers with timely updates throughout.
• Ensure all issues / requests are logged in the ITSM tool, then kept up to date for reporting purposes and trend analysis.
• Liaise with customers to build relationships, serving as the main point of contact for service-related matters.
• Collaborate with internal (liaising with Sales, Engineering, QA, Logistics, Trade and Compliance) and external stakeholders to ensure alignment of services with customer needs and expectations.
• Finance management of Service contracts (including orders for spares and repairs), forecasts, raising purchase requests, and invoicing.

Monitor and achieve targets across Cost, Quality, Time, CSAT, and Gross Profit performance.

• Project management: service reviews, create and maintain trackers and registers including the RAIDO, and accurate project reporting in line with Roke procedures, managing escalations where appropriate.
• Customer facing
• Change

Management: Establish and then manage the customer facing Change Management processes, chairing the CABs, and linking into asset and configuration management as well as Tech Pubs.

• Own and manage the Customer Support Service response to bids and tenders (PQQ, RFQ, RFP, ITT, So Ws and TAFs) including estimates.
• Continuously improve Service Support and Service Delivery processes to meet business needs.
• Support sustainable and profitable business growth through Customer Satisfaction.
• Promote the Roke brand and products so customers, partners and suppliers value our honesty and integrity, and have confidence in our ability to successfully meet their needs.
• Always fully complying with Roke’s published policies and procedures.
• Undertake such other reasonable duties (such as training needs analysis), commensurate with the job holder’s experience and qualifications, as may be required for the smooth operation of the business.

Education and Qualifications

• Degree or HND/HNC qualified (or previous relevant experience in Service Management / Project Management roles).
• Knowledge, Skills & Experience
• Experience in the service support of low volume, high value, products and systems in a highly regulated environment.
• Experience managing key accounts/programs in the Defence and/or National Security sector
• Exceptional skills in leadership, facilitation, organisation, and managing budgets
• Experience in managing stakeholders at all levels
• Knowledge of ITIL (v3 or v4).
• Experience of bids: understanding customer requirements, estimating costs, and generating bid content as well as technical proposals.
• Awareness of the application of through-life support standards such as DEF STAN 00-600 and Ki D.

Where will you be based?

• Your work will typically be working from Woking, with occasional travel to customer sites. International travel may be required on an infrequent basis (up to 2 times a year).
• Why You Should Join Us

We offer a competitive salary and access to a number of additional flexible benefits, which will cover Health and Wellbeing, Savings and Protection & Life, Leisure and Entertainment.

Roke has a great community of groups with shared interests. These enable people to share ideas and be passionate about tools, technologies & techniques, which interest them.

We are committed to a policy of Equal Opportunity, Diversity and Inclusion.

Our working environment is friendly, creative and inclusive and support a diverse work-force and those with additional needs.

Security Information

Due to the nature of this position, we require you to be eligible to achieve DV clearance.

As a result, you should be a British Citizen and have resided in the UK for the last 10 years.

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