At a Glance
- Tasks: Manage and deliver service programmes, ensuring customer satisfaction and effective service delivery.
- Company: Thales, a global tech leader in defence, space, and digital security.
- Benefits: Competitive salary, annual performance bonus, matched pension, and 28 days annual leave.
- Other info: Opportunity for travel and excellent career growth in a supportive environment.
- Why this job: Join a dynamic team making a real impact in technology and customer service.
- Qualifications: Experience in service management or technical solutions, with strong commercial awareness.
The predicted salary is between 50000 - 60000 £ per year.
Location: Belfast, United Kingdom
Thales is a global technology leader with more than 83,000 employees on five continents. With over 7,500 people in the UK, operating across defence, space, aerospace, and digital security, we help build a future we can all trust. Thales supports the security and stability of our nation by providing extraordinary technology to our customers, as well as delivering social value to the UK with our products and services.
Thales currently have an opportunity for a Service Delivery Manager (SDM), based out of our Belfast site. Service Delivery Managers are responsible for managing and delivery of Service-related Programmes and work packages into key customers. These services range from providing Software and Hardware upgrades to Customers, providing Spares and Repairs, to the provision of an overarching support capability.
The SDM plays a vital role in developing the business as a long-term progressive service provider, building strong customer relationships, acting as the bridge between the Customer and our operational delivery teams. As an SDM, you'll report into the Head of Service Delivery IAS UK and will support the Service Delivery team to ensure the service delivery as agreed in the contract(s) and ensure SLAs and customer satisfaction are achieved or exceeded.
We provide rapid integrated solutions for detection, coordination, fire control, engagement and support. Surface Attack & Air Defence (UK), Air Defence (International) and Air Operations & Services as well as Space.
Key Responsibilities:
- Monitor, control and delivery of the Service programme and related work package commitments, using effective planning methodologies.
- Maintain the Service Management Plan.
- Permanently update the Service File and ensure it is continuously adapted.
- Guarantee service delivery according to Service Level Agreements.
- Ensure that incidents are managed and that the service is continuously available.
- Classify incidents, find the root cause and propose Engineering Change Request if needed.
- Ensure that service requests are managed properly.
- Analyse customer feedback, performance indicators and operating reports.
- Produce and monitor Key Performance Indicators (KPI).
- Identify sources of improvement and their priorities, which might be converted into product or system change by the System Engineering Manager (SEM).
- Coordinate the technical activities conducted by the teams involved in the provision of Customer Services.
This position requires expert experience in either a service management or technical solution role. Experience of working in a Product Support and or service environment is essential. Broad commercial and financial awareness. Able to operate effectively under project constraints and pressure and able to display sound judgement. A programme management qualification or equivalent would be of benefit. The SDM should have flexibility to travel often at short notice.
On offer is a competitive salary and benefits package, which includes; Annual Performance Bonus, Matched Pension up to 7%, 28 days annual leave.
EAP Service Delivery Manager in Belfast employer: Thales UK Limited
Thales is an exceptional employer, offering a dynamic work environment in Belfast where innovation meets purpose. With a strong commitment to employee growth and development, we provide comprehensive benefits including a competitive salary, annual performance bonuses, and a matched pension scheme. Our collaborative culture fosters strong relationships and encourages employees to contribute to meaningful projects that enhance national security and stability.
StudySmarter Expert Advice🤫
We think this is how you could land EAP Service Delivery Manager in Belfast
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its services. Understand their mission and values, and think about how your experience aligns with their needs. This will help you stand out as a candidate who truly gets what they’re about.
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or use online resources to refine your answers. Focus on showcasing your problem-solving skills and how you can contribute to service delivery excellence.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team at Thales.
We think you need these skills to ace EAP Service Delivery Manager in Belfast
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Service Delivery Manager role. Highlight your experience in service management and any relevant technical skills that match the job description. We want to see how you can bring value to our team!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how your background aligns with our mission at Thales. Keep it engaging and personal – we love to see your personality come through!
Showcase Your Achievements:When detailing your experience, focus on specific achievements that demonstrate your ability to manage service-related programmes effectively. Use metrics where possible to show how you've exceeded SLAs or improved customer satisfaction – numbers speak volumes!
Apply Through Our Website:We encourage you to apply directly through our website for the best chance of getting noticed. It’s super easy and ensures your application goes straight to the right people. Plus, you’ll get to explore more about us and what we do!
How to prepare for a job interview at Thales UK Limited
✨Know Your Stuff
Make sure you understand the role of a Service Delivery Manager inside out. Familiarise yourself with Thales' services, especially in software and hardware upgrades, and be ready to discuss how your experience aligns with their needs.
✨Showcase Your Relationship Skills
As an SDM, building strong customer relationships is key. Prepare examples from your past where you've successfully managed client expectations or resolved conflicts. This will demonstrate your ability to act as a bridge between customers and operational teams.
✨Be Data-Driven
Thales values performance indicators and KPIs. Brush up on how you've used data to drive improvements in service delivery. Be ready to discuss specific metrics you've monitored and how they influenced your decision-making.
✨Prepare for Scenario Questions
Expect questions that put you in hypothetical situations related to service management. Think about how you'd handle incidents, manage SLAs, or propose changes based on customer feedback. Practising these scenarios can help you respond confidently.
