Customer and Demand Lead

Defence Equipment & Support; Wales; On-site; GBP 57,000 - 67,000; Full time

Job summary

A government defense agency in Wales is seeking a Customer and Demand Lead to lead a team and ensure the delivery of high-quality services to Defence clients. The successful candidate will have significant leadership experience, strong stakeholder management skills, and a background in continuous improvement. The role offers a competitive salary and a range of benefits including flexible working options.

Benefits

25 days annual leave plus bank holidays

Flexible working options

Market-leading employer pension contribution

Qualifications

• Significant experience in management and leadership of teams.
• Experience in stakeholder and relationship management to deliver outcomes.
• Experience in continuous improvement and change management.

Responsibilities

• Lead a team of approximately 20 professionals in customer account management.
• Ensure delivery of high-quality, customer-focused services to Defence clients.
• Develop tailored solutions in collaboration with Defence customers.

Skills

Stakeholder management

Leadership

Continuous improvement

Job description

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Job description for Customer and Demand Lead

Are you ready to take on a leadership role at the heart of DE&S Deca’s mission to deliver dependable maintenance, repair, and overhaul solutions in support of Defence? This is your opportunity to make a meaningful impact, working closely with senior military and civilian leaders to shape the future of Defence support in the UK.

In this pivotal role, you will build strong relationships and influence key stakeholders to align with organisational objectives. Your leadership will be instrumental in delivering demand plans and customer services that directly contribute to the Defence of the UK.

Want to hear what our colleagues thinks of their role?

“Working at DE&S Deca is both challenging and rewarding. I’ve had the opportunity to work with a supportive team and contribute to meaningful projects that make a real difference. The role offers variety, collaboration with a range of stakeholders, and the chance to develop professionally while supporting Defence. It’s a great place to grow and make an impact.”

Leading a team of approximately 20 customer account and bid management professionals, you will provide strategic direction to ensure the delivery of high-quality, efficient, and customer-focused services to Defence clients. You will oversee the delivery and reporting of demand plans, effectively managing the Customer Service and Bid Teams to ensure all activities align with organisational priorities and exceed customer expectations.

By working closely with Defence customers, you will lead your team in developing tailored solutions that meet their unique needs. You will also collaborate with internal teams to ensure the seamless delivery of maintenance, repair, and overhaul services. Additionally, you will play a key role in driving continuous improvement, ensuring that processes remain efficient, customer-focused, and fit for purpose.

Interviews will take place face-to-face at MOD Sealand and will commence in the week commencing Monday 1st September 2025 (please note this is subject to change).

We champion flexible ways of working. Regular in-person attendance is required (this is expected to be approximately 60% of your working week) to promote the benefits of face-to-face collaboration alongside flexibility of hours to support work-life balance and business need. Initially, you may be expected to attend more frequently to familiarise yourselves with the site, the team, and your role.

What you’ll be doing

• Leads the team, sets direction and provides guidance on the development and delivery of demand plans and associated support arrangements according to the customer requirements which feeds into the 24 month demand plan, ensuring alignment with DE&S Deca’s business plan
• Leads the handover of demand requirements to the supply team and ensures ongoing monitoring of progress. Analyses Management Information (MI) and data to identify trends, risks, and issues, supporting problem-solving and informed decision-making. Works with the supply team and customers to address delivery challenges, resolve issues, or reprioritise work as needed. Leads performance, governance, and assurance reviews, and drives continual improvement in demand management processes and outcomes
• Develops and directs appropriate governance arrangements and identifies improvements to support the delivery of demand plans and associated services, ensuring alignment with DE&S, contractual, and customer requirements. Enables and ensures governance compliance across the Customer Service and Bid Teams, fostering a culture of accountability and continuous improvement
• Manages agreements and sales arrangements across a range of capabilities and programmes, including formal contracts with external commercial organisations and agreements based on Statements of Work (SoW) for Defence customers. Leads activities to monitor and control performance against agreed obligations including assumptions, exclusions and deliverables (AEDs) and KPIs, ensuring alignment with customer requirements
• Provides strategic direction and leadership to the team responsible for the development of bids, ensuring assurance, endorsement, and approvals through the New Service Provision (NSP) process, ensuring that bids align with customer needs and organisational objectives. Drives collaboration with Operations, Engineering, and Procurement to deliver tailored solutions for the maintenance, repair, overhaul, and sustainment of Defence equipment

Person specification

To be successful with your application, you’ll need to show that you meet the followingessential criteria:

• Significant experience in the management/leadership of teams
• Experience of stakeholder and relationship management, including working with stakeholders and / or customers to deliver outcomes
• Experience of continuous improvement and/or change management, with a focus on improving processes and delivering results

It will also benefit your application if you are able to demonstrate the following desirable criteria:

• Experience in one of the following associated disciplines: Project Management, Supply Chain, Engineering, Business Management, Operations, Through Life Support
• Experience in working in the Defence sector
• Experience in delivering customer service and/or the management of sales contracts/agreements

In addition to the responsibilities above, the followingtechnical competences and behaviourswill be assessed at interview:

• Core Behaviour 1: Leadership
• Core Behaviour 2: Changing and Improving
• Technical Competence 1: Stakeholder Management – Expert
• Technical Competence 2: Service Delivery Management – Expert

Alongside your salary of £57,500, Ministry of Defence contributes £16,657 towards you being a member of the Civil Service Defined Benefit Pension scheme.Find out what benefits a Civil Service Pension provides.

• 25 days’ annual leave +1 day a year up to 30 days, 8 bank holidays and a day off for the King’s birthday
• Flexible and hybrid working options
• Market-leading average employer pension contribution of 28.97%
• Annual performance-based bonus and recognition awards
• Access to specialist training and funded qualifications
• Support for progression
• Huge range of discounts
• Enhanced parental leave schemes

Improving innovation and enriching our culture, diversity of thought is vital to our success. So whether you’re looking for a new opportunity, a next step, or a helping hand as you return from a career break, bring your experiences and help deliver for the defence of tomorrow. Here you’ll find a supportive, family-friendly organisation to be a part of – and if you need any assistance with your application, just let us know.

Further Information

• Civil Service Recruitment Principles:Recruitment Principles – Civil Service Commission
• Terms and Conditions:https://bit.ly/DES-Terms-and-Conditions
• Civil Service Code:The Code – Civil Service Commission

Any personal data that you provide during the Recruitment process will be treated in accordance with the MOD Privacy Notice which can be accessedhere.

Please note as a Disability Confident Leader we want to ensure you receive any reasonable adjustments that you need throughout the recruitment process. If you do require any reasonable adjustments, you can let us know on your online application under the section ‘Please indicate and give details of any reasonable adjustments you may require during the recruitment process.’

Your application will go through the following stages of assessment:

• Pre-sift – We will check that you meet any essential or eligibility criteria that are listed in the Person Specification section of this advert. On your CV, please clearly show how you meet the essential criteria.
• Sift – Your CV will be assessed against the following categories, using a simple numerical scoring system: Key Achievements; Relevant Experience; Applied Knowledge and Skills.Please follow ourguidance on CV writingfor best chance of success.
• Interview – If you’re invited to interview, you’ll be assessed against the Sift categories (CV Review) listed above, as well as the Technical Competences and Behaviours listed in the Person Specification section of this advert.

Please Note: In the event of a tied score at interview, the Order of Merit will be distinguished based on the relative importance of the assessed competencies as per the hierarchy below:

• 1st: Core Behaviour 1
• 2nd: Core Behaviour 1
• 4th: CV Review

In the event of a further tie using the method above, we reserve the right to utilise an additional assessment.

If you feel that your application has not been treated in accordance with the Recruitment Principles and you wish to make a complaint, in the first instance you should contact department via email:[emailprotected] .If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission:Recruitment Complaints – Civil Service Commission

Ready to join us as a Customer and Demand Lead? Apply now!