Service Delivery Manager

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.

Integrated Airspace Protection Systems (IAS)

Our main purpose is to protect and defend. We provide rapid integrated solutions for detection, coordination, fire control, engagement and support. We cover three sectors: Surface Attack & Air Defence (UK), Air Defence (International) and Air Operations & Services as well as Space.

What will you deliver?

• 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.
• Interface with the Customer about the technical & operational subjects relating to the capture and processing of requests.
• Guarantee service delivery according to Service Level Agreements.
• Develop innovative solutions to improve effectiveness and efficiency.
• 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.
• Optimise the experience feedback.
• 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.

Who are we looking for?

This position requires expert experience in either a service management or technical solution role. The Key skills and experience required includes the following:

• Experience of working in a Product Support and or service environment is essential.
• Experience in delivering and managing a programme or significant work packages within an Engineering/Defence/Manufacturing sector.
• Experience in delivering competitive bids in short timescales.
• Broad commercial and financial awareness.
• Able to operate effectively under project constraints and pressure and able to display sound judgement.
• Strong customer focus with the ability to build relationships at all levels.
• Degree level qualification or equivalent in a technical or business subject.
• A programme management qualification or equivalent would be of benefit.
• The SDM should have flexibility to travel often at short notice.

What can we offer you?

On offer is a competitive salary and benefits package, which includes:

• Annual Performance Bonus
• Matched Pension up to 7%
• 28 days annual leave (Plus Bank Holidays)
• Life Cover equivalent to 2X times annual salary
• 24/7 Employee Assistance Programme and access to mental wellbeing app
• Employee discount shopping schemes on major brands and retailers
• Gym membership discounts

Security Clearance Requirement:

Due to the nature of the work that we do at Thales, many of our roles are subject to security restrictions. This role requires Security Clearance (SC). It would be advantageous if currently held, however, if not currently held, it is a requirement that the successful applicant undergo, achieve, and maintain SC Clearance prior to commencing employment. To be eligible for full SC, you generally need to have resided in the UK for the last 5 years. In some circumstances, a minimum of 3 years residence in the UK over the last 5 years may be accepted, with additional overseas checks.

At Thales, we ensure equal opportunities, pay and working conditions for all. The benefits we offer include private medical insurance, buying or selling annual leave, cycle to work schemes, employee discounts, paid volunteering day, stocks and shares, annual bonus and much more depending on the role. We are committed to creating a workplace where everyone feels valued for who they are and the unique strengths they bring.