Service Delivery Manager

Location: Cheadle, United KingdomThales people provide armed forces customers with operational advantage at every decisive moment throughout the mission. Defence and armed forces customers rely on us to deliver the full range of defence mission systems solutions at land, sea, and air. Our platforms extend across the battlespace including Above and Sonar, Electronic Combat, and Intelligence, Surveillance and Reconnaissance systems.Together we offer fantastic opportunities for committed employees to learn and develop their career with us. At Thales UK, we research, develop, and supply technology and services that impact the lives of millions of people each day to make life better, and keep us safer. We innovate across the major industries of Aerospace, Defence, Security and Space. Your health and well-being matters to us and that\’s why we offer you the flexibility to do what\’s important to you; whether that\’s part time hours, job sharing, home working, or the ability to flex your start and finish times. Where possible, we support a working pattern that suits your lifestyle and helps you reach your ambitions.Service Delivery ManagerLocation: Cheadle (Stockport), hybrid working with 3 days in the officeWould you like to work with a portfolio which provides the full range of product and project lifecycles, from development to support that impacts the lives of millions of people each day to make life better and keep us safer? Do you want to be part of a team that will support your learning, development and progression? Then look no further…What the role has to offerBecome the single point of contact for the Customer into the Thales organisation.Manage multiple contracts and working together with various internal functions (such as Commercial and Finance) to not only delight the customer but also achieve the aims of the organisation.Work with a team where your career development and progression will be supported.Our OpportunityReporting to UWS Services Head of Function, we are seeking a Service Delivery Manager (SDM) to oversee the successful project management of various service contracts within the Underwater Services (UWS) Services Portfolio, ideally with experience in complex military service projects. UWS specializes in underwater systems, including sonars for submarines, surface vessels, helicopters, and maritime patrol aircraft, as well as mine countermeasures systems and underwater security. This role supports hybrid working from our Cheadle (Stockport) office.The SDM plays a crucial role in ensuring performance by effectively planning, executing, monitoring, and controlling all project aspects. This position involves taking responsibility for project scope, resources, budget, and overall project outcomes.You will become the main interface with important customers, understanding their needs and requirements. You will then take these and work with internal functions/departments, turn these into solutions and deliverables. Not only that but the role also comes with both internal and external (customer) project performance and reporting responsibilities, where you will be given the delegation to make daily decisions that will affect outcomes and the customer satisfaction. Having said that, help and guidance will always be close by to talk things through or get other perspective.The ideal candidate will excel in coordinating resources, managing budgets, tracking project progress, and engaging with stakeholders. They should possess the ability to assess risks and resolve issues throughout the project lifecycle. You will ideally have customer interface and service/support experience and be able to demonstrate dealing with demanding situations to get successful outcomes. Experience in managing complex projects, particularly in military service contracts, is a key requirement for this role. We welcome applications from current service delivery managers, newly established project managers, and project controllers or assistant project managers ready to advance their careers in a service delivery environment.Many roles at Thales are subject to security restrictions. This position requires SC Clearance, which is advantageous if already held. If not, the successful applicant must obtain and maintain SC Clearance.Join our team to spearhead impactful initiatives and foster success in project delivery! Building a Future, we can all trust. The Underwater Systems Business Line (UWS BL) specializes in underwater systems, focusing on sonars for submarines, surface vessels, helicopters, and maritime patrol aircraft; mine countermeasures systems; acoustic homing heads for torpedoes; underwater security; and support services. With over 50 years of experience in undersea warfare, UWS is a global leader and key exporter of sonars and related systems for navies. The BL offers a diverse range of products for submarines, surface vessels, mine-countermeasures vessels, unmanned vehicles, and aircraft.What we offer youWe offer a competitive salary and benefits package designed to support our employees\’ wellbeing and profession growth our offering includes:Comprehensive Benefits and Employee Wellbeing: Prioritizing the health and wellbeing of our employees is fundamental to our operations.Positive Company Culture: We foster a progressive, supportive, inclusive, and transparent work environment, characterized by collaboration and diverse leadership teams.Flexible Working Arrangements: We offer options for flexible and part-time working to better accommodate our employees\’ needs.Recognition as a Premier Employer: In 2025, we were honoured to be recognized by Glassdoor as one of the top best places to work in the UK.Career Development Opportunities: We are committed to your growth through various training avenues, mentoring, and leadership programs.End-of-Week Flexibility: Our employees enjoy a half-day on Fridays, typically concluding by 1:00 PM.Pension Scheme: We offer a robust pension scheme to help secure your financial future.Generous Annual Leave: Employees receive 28 days of annual leave in addition to statutory bank holidays.24/7 Employee Assistance Program: Access to an Employee Assistance Program and a mental wellbeing app is available around the clock.Exclusive Employee Discounts: Enjoy shopping discounts on major brands and retailers.Gym Membership Discounts: Benefit from discounts on gym memberships to promote a healthy lifestyle.We believe these offerings reflect our commitment to creating a rewarding and fulfilling workplace for all employees. K ey Responsibilities and Tasks Own all service aspects per contract scope and ensure project delivery and performance accountability.Manage internal and external project reporting, overseeing performance, timely delivery, quality, and financial controls.Control finances related to resources and materials while providing leadership and guidance to the project team.Manage the project delivery dashboard and metrics, addressing complexities with actionable plans.Ensure adherence to SLAs and KPIs, maintaining high customer satisfaction and managing project risks with mitigation plans.Optimize delivery and conduct lessons learned activities as necessary, engaging with multifunctional stakeholders.Manage resources for contract performance, navigate engineering tasks, and advise on commercial aspects while collaborating with procurement.Align with quality requirements and escalate issues appropriately, supporting bids and audits while executing project management tasks.Ensure compliance with H&S requirements and monitor financial targets, maintaining regular communication with stakeholders.Manage customer relationships to ensure contract performance, present project performance to various audiences, and collaborate across functions.Direct and guide team members in daily activities without direct supervisory responsibilities, leading and mentoring the team to achieve project performance and uphold Thales standards.Develop clear, pragmatic service and program delivery plans using project management disciplines.Foster a customer-centric culture and assess business performance against best practices for continual improvement.Review and adjust performance levels to ensure timely quality outcomes and inspire teams in challenging situations.About YouAt Thales, we are committed to equal opportunities and welcome all talented individuals to consider joining our team. So even if you don\’t match every statement below but feel you have some of the experience, knowledge or skills needed for this role, we encourage you to apply. It will take all of us working together to deliver solutions to the world\’s most critical challenges. Capacity to manage project complexities and diverse customer requirements efficiently.In-depth knowledge of project management principles; APMP qualification preferred.Proficient with resource and schedule planning tools such as Oracle and Primavera.Experienced in bids, RFQs, and SOWs, with a keen ability to identify and address issues early.Experience with defence organizations or military customers is advantageous, complemented by excellent interpersonal skills.Experience in managing complex projects and finances, including detailed finance reports.Strong grasp of risk and opportunity management with a proven track record of enhancing customer performance through feedback.Demonstrated leadership in recovering underperforming projects concerning quality, cost, and schedule.Ability to lead teams, manage resources, and adapt effectively to change while multitasking under pressure.Build trust and collaboration with staff and stakeholders through confident communication at all levels.Broad commercial and financial awareness with sound judgment in managing project constraints.Strong focus on customer relationships with proactive problem-solving and decision-making abilities.Security Clearance Statement This role will require SC Clearance. It would be advantageous if currently held, however, if not currently held, it is a requirement that the successful applicant will undergo, achieve, and maintain SC Clearance. Please visit the UKSV website for further guidance.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.For further details of the evidence required to apply for Baseline and Security Clearance please refer to the National Security Vetting (NSV) Agency – United Kingdom Security Vetting – GOV.UK (www.gov.uk) #LI-VG1In line with Thales\’ Baseline Security requirements, candidates will be asked to provide evidence of identity, eligibility to work in the UK and employment and/or education history for up to three years. Some vacancies may require full Security Clearance which can require further evidence to be provided. For further details of the evidence required to apply for Baseline and Security Clearance please refer to the Defence Business Services National Security Vetting (DBS NSV) Agency. At Thales we provide CAREERS and not only jobs. With Thales employing 80,000 employees in 68 countries our mobility policy enables thousands of employees each year to develop their careers at home and abroad, in their existing areas of expertise or by branching out into new fields. Together we believe that embracing flexibility is a smarter way of working. Thales UK is committed to providing an inclusive and barrier-free recruitment process. We will provide reasonable adjustments and support to ensure neuro-diverse applicants or those with a disability or long-term condition can be their best during the recruitment process. To request an adjustment, if you need this job advert in an alternative format or if you have any questions about the recruitment process, please contact Resourcing Ops for mid to senior roles, or the Early Careers Team for graduate and apprentice roles.Great journeys start here, apply now!