At a Glance
- Tasks: Lead service delivery programmes and ensure customer satisfaction through effective management.
- Company: Thales, a global tech leader with a focus on security and innovation.
- Benefits: Competitive salary, annual performance bonus, matched pension, and generous leave.
- Other info: Opportunity for travel and career growth in a supportive environment.
- Why this job: Join a dynamic team making a real impact in defence and digital security.
- Qualifications: Experience in service management or technical solutions; strong commercial awareness.
The predicted salary is between 60000 - 75000 £ 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.
- 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 ensures 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.
Head of Service Delivery Manager in Belfast employer: Thales UK Limited
Thales is an exceptional employer, offering a dynamic work environment in Belfast where innovation meets social responsibility. With a strong focus on employee growth and development, we provide comprehensive benefits including a competitive salary, annual performance bonuses, and a matched pension scheme, all while fostering a culture of collaboration and excellence in service delivery. Join us to be part of a global leader that values your contributions and supports your career aspirations in the technology sector.
StudySmarter Expert Advice🤫
We think this is how you could land Head of 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 goals. This will help you stand out as a candidate who truly gets what they’re about.
✨Tip Number 3
Practice your responses to common interview questions, but keep it natural. Use the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your achievements effectively.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and show your enthusiasm for the role. Plus, it keeps you on their radar as they make their decision.
We think you need these skills to ace Head of Service Delivery Manager in Belfast
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Head of Service Delivery Manager role. Highlight your experience in service management and any relevant technical solutions you've worked on. We want to see how your skills match what we're looking for!
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 you can contribute to our mission at Thales. Keep it engaging and make sure to connect your past experiences to the job description.
Showcase Your Achievements:When detailing your work history, focus on your achievements rather than just responsibilities. Use metrics where possible to demonstrate your impact, like improvements in customer satisfaction or successful project deliveries. We love numbers that tell a story!
Apply Through Our Website:Don't forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at Thales!
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 defence and aerospace. Be ready to discuss how your experience aligns with managing service-related programmes and building customer relationships.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've tackled challenges in previous roles. Think about incidents you've managed, root causes you've identified, and how you've improved service delivery. This will demonstrate your ability to handle the pressures of the job.
✨Understand SLAs and KPIs
Brush up on Service Level Agreements and Key Performance Indicators relevant to the role. Be prepared to discuss how you've monitored and achieved these in past positions. Showing that you can ensure customer satisfaction through effective service management will set you apart.
✨Ask Insightful Questions
Prepare thoughtful questions about Thales' approach to service delivery and customer engagement. This shows your genuine interest in the company and the role. It also gives you a chance to assess if the company culture aligns with your values.
