Manager ILS Service Delivery

Edge Group; United Arab Emirates; On-site; AED 250,000 - 300,000; Full time

Job summary

A prominent defense contractor in the United Arab Emirates is seeking a Manager for their ILS Service Delivery. This role demands a minimum of 10 years of experience in service delivery and management within the aerospace or defense sector. The candidate will ensure customer satisfaction by managing logistics, working closely with the Program Manager, and establishing support packages for products. A military technical background and experience in the Middle East is preferred. This position offers an opportunity to drive operational excellence and strategic growth.

Qualifications

• 10 years as an ILS or Service Delivery manager in Aerospace or Defense.
• 5 years working in Middle East, Africa, Asia, or a remote location.
• Military Technical background preferred.

Responsibilities

• Work with Program Manager to ensure effective interface with Business and Customer.
• Manage logistics for repair or movement needed for continuity.
• Ensure all contractual commitments are met within budget and timescale.

Skills

Project management

Logistics management

Customer relationship management

Engineering services knowledge

Education

Bachelor’s degree in Engineering

Job description

EDGE Commercial is established to oversee the strategic management of commercial activities across the group, enabling individual entities to concentrate on their core product portfolios. This centralized approach fosters an environment that is conducive to sustainable business growth. Designed to streamline processes and enhance the efficiency of commercial operations, EDGE Commercial plays a pivotal role in driving business growth through several key functions:

Key Functions

• Opportunity and Proposal Management
• Engineering Solutions
• Contracting & Project Procurement
• Contracts Management
• Commercial Planning
• International Contracts
• Strategic Program Management requirements.

Manager, ILS Service Delivery (Grade 6)

Key Accountabilities

• Work with the Program Manager to ensure a coherent and effective interface with the Business and the Customer.
• Confirm that the company services team is suitably trained and qualified to deliver the service to the overseas client.
• Establish the initial support package for all products. These tasks include calculation of requirements for spare parts, special tools, and documentation for startup and training. Quantities required for a specified initial period need to be calculated, procured, and delivered to support delivery, installation in some of the cases, and operation of the equipment.
• Define the support, infrastructure and test equipment options for the customer, engaging with Sales team before contract.
• Manage the successful setup of any onsite capabilities.
• Take responsibility for all in-service Incidents, Issues and follow on actions.
• Manage the logistics for any UAE factory return repairs or in-country movements needed to enable continuity.
• Work to ensure that all contractual commitments are met (KPI, SLA) within budget, quality and timescale.
• Identify and manage any in-service risks including logistic delays and obsolescence.
• Ensure that all aspects of the Service are carried out in accordance with Customer expectation and satisfaction while balancing contractual obligations.

Supporting Accountabilities

• Work closely with other disciplines to ensure an effective service strategy is defined.
• Build and maintain relationships with the development/manufacturing teams.
• Provide inputs to ILS reviews for documentation, training and spares provisioning.
• Provide expert advice for any specific on-site maintenance facilities.
• Actively encourage continuous improvement including software, hardware, documentation and procedural changes.
• Develop the business in-service offerings and capabilities.
• Oversee the renewal, extension or expansion of client contracts.

Experience & Education Qualifications

• 10 years as an ILS or Service Delivery manager in the Aerospace or Défense.
• 5 years working in the Middle East, Africa, Asia or a remote location.
• Military Technical background preferred.
• Knowledge of the full Engineering life cycle (specifically Engineering services).
• Proven track record in Project management.
• Bachelor’s degree in Engineering or appropriate experience.