At a Glance
- Tasks: Manage and deliver service-related programmes for key customers in defence.
- 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: Dynamic role with opportunities for travel and career growth.
- Why this job: Join a mission-driven team making a real impact in defence technology.
- Qualifications: Experience in service management or technical solutions; 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.
Service Delivery Manager (Defence) 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 extensive training opportunities and a supportive culture that values collaboration and excellence. Our competitive benefits package, including a performance bonus and generous leave, ensures that our employees are well-rewarded for their contributions to securing a safer future.
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Manager (Defence) in Belfast
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Thales on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by researching Thales and their projects. Show us that you understand their mission in defence and how your skills as a Service Delivery Manager can contribute to their goals.
✨Tip Number 3
Practice common interview questions related to service management. We want to hear how you've handled challenges in the past and how you can ensure customer satisfaction in your role.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're serious about joining the Thales team.
We think you need these skills to ace Service Delivery Manager (Defence) 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 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 team at Thales. Keep it engaging and make it personal – we love to see your personality come through.
Showcase Your Achievements:When detailing your experience, focus on your achievements rather than just responsibilities. Use metrics where possible to demonstrate your impact. We’re keen to see how you’ve made a difference in previous roles!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, you’ll find all the details you need about the role and our company culture there!
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 in the defence sector. Familiarise yourself with Thales' services and how they impact customer satisfaction. Brush up on relevant technical knowledge and service management methodologies to show you're ready to hit the ground running.
✨Showcase Your Experience
Prepare specific examples from your past roles that demonstrate your ability to manage service delivery, handle incidents, and improve processes. Use the STAR method (Situation, Task, Action, Result) to structure your answers and make them impactful.
✨Build Rapport
Remember, interviews are as much about personality as they are about skills. Be personable and engage with your interviewers. Ask insightful questions about their team dynamics and how they measure success in service delivery to show your genuine interest in the role.
✨Be Ready for Scenarios
Expect scenario-based questions that assess your problem-solving skills under pressure. Think about potential challenges you might face as an SDM and how you would address them. This will demonstrate your critical thinking and adaptability, which are key in this role.
