Through Life Systems Manager in London

SRT Marine Systems plc (SRT) is a market leader in the domain of international marine surveillance technology and systems. We are a respected, established, and ambitious multi-national company headquartered in the UK with a global customer base. The company has a worldwide impact in the marine sector by leading the next generation of maritime domain awareness technologies (MDA), products, and systems that significantly enhance security, safety, environmental protection, and sustainability. Our customers range from the largest national coast guards to individual vessel owners.

SRT is an exciting company where high-quality results are rewarded. We are ambitious and constantly seek to innovate in order to deliver better products and services to our customers. We strive to make SRT a rewarding and challenging place to work, where talented, hard-working individuals have the opportunity to make a real impact across the safety and security in the maritime and marine industry.

Role overview of our Through Life Systems Manager:

Providing the support and maintenance layer to our globally deployed maritime systems, ensuring exceptional operational performance and continuous improvement. This role involves managing support workflows, tasking of preventative and corrective maintenance and our in-country partners to ensure that the high-level up-time performance for our systems is maintained for all equipment. Scope of equipment includes all national network, infrastructure, sensors and command centre facilities.

This is a new role with significant responsibilities. We are seeking an experienced Through Life Systems Manager. The role is based from our Bristol office with flexibility for hybrid working.

Responsibilities - Through Life Systems Manager (not exhaustive):

• Setting up and running of a through-life asset management system for key SRT equipment.
• Ensuring that our globally deployed systems are supported and maintained throughout their contracted sustainment period (typically 10 years) to agreed service levels and in-line with manufacturers or SRT's directions.
• Managing our task management system (Zuper) to ensure our in-country support carry out efficient, comprehensive scheduling, direction and reporting of planned and unplanned maintenance and support.
• Overseeing the effective use of our Zendesk ticketing system to ensure efficient issue management through to resolution.

Escalation & Issue Resolution:

• Act as an escalation point, ensuring swift resolution while maintaining high customer satisfaction levels in line with SLAs.

Cross-Functional Collaboration:

• Serve as the primary liaison between Through-Life Systems Support and other departments, facilitating effective communication and collaboration for both UK and in-country operations.

Customer & Project Issue Management:

• Drive timely resolution of Support Level 3 support tickets and project issues, ensuring high standards of service delivery.
• Develop and implement long-term support and maintenance strategies to meet evolving customer needs.

Performance Monitoring & Continuous Improvement:

• Oversee key performance metrics such as SLAs, response times, and resolution rates.
• Identify areas for improvement and implement strategic initiatives to optimise support operations.

Stakeholder Engagement:

• Collaborate proactively with SRT and third-party teams to ensure equipment and systems are maintained according to contractual and SLA commitments.
• Represent your department during weekly review meetings, highlighting risks and resource needs.

Operational Meetings & Handover Processes:

• Lead weekly meetings with in-country partners, project managers, and customer success teams to review open support tickets and operational challenges.
• Manage project and software handover processes, ensuring readiness and proper training before.