Service Delivery Manager

Thales; Belfast; On-site; GBP 45,000 - 65,000; Full time

Job summary

A leading technology company based in Belfast is seeking a Service Delivery Manager. The role involves coordinating service delivery to key customers, managing service level agreements, and building strong customer relationships. Ideal candidates should possess experience in service management along with a degree in a technical or business subject. The company offers a supportive work environment with opportunities for personal and professional development.

Benefits

Market-leading training and development

Flexible working patterns

Qualifications

• Experience in a Product Support and/or service environment is essential.
• Strong commercial and financial awareness.
• Ability to operate effectively under pressure.

Responsibilities

• Maintain the Service Management Plan.
• Guarantee service delivery according to Service Level Agreements.
• Manage commendations and complaints for continuous improvement.

Skills

Customer focus

Negotiation skills

Project management

Technical solution design

Education

Degree in technical or business subject

Programme management qualification

Job description

Location: Belfast, United Kingdom Thales people architect solutions that are relied upon to deliver operational advantage at every decisive moment throughout the mission. Defence and armed forces customers rely on us to deliver the full range of defensive systems for land, sea, and air. From early warning, to threat neutralisation, our platforms cover all levels from very short-range systems, to extended protection across the entire battle-space including Airspace Mobility Solutions, Vehicles and Tactical Systems and Missile Defence, Optronics, and Radar. 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 Manager

Belfast

Our Opportunity

We currently have an opportunity based out of our Belfast site for a Service Delivery Manager (SDM).

Service Delivery Managers are responsible for co‑coordinating the delivery of services into key customers. These services range from providing Software and Hardware upgrades to customers, providing spares and repairs, to the provision of a capability.

The SDM plays a vital role in developing the business as a long‑term progressive service provider, building strong customer relationships, and acting as the bridge between the customer and our operational delivery teams.

The key responsibility of the SDM is governance across all areas of their services including service management, incident and change management, continual service improvement and customer satisfaction, as well as playing a key role in ensuring the highest level of operational service delivery.

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.

Key Responsibilities and Tasks

• Maintain the Service Management Plan.
• Permanently update the Service File and ensure 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.
• Organise and steer the resources.
• Ensure that the configuration is correctly managed.
• Ensure that the original model is still valid.
• Sets up action plans to gradually improve the quality of the service provided or to reduce cost.
• Manage commendation & complaints and capitalise on these for continuous improvement.

Skills and experience

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 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 We Can Offer

We’re committed to giving you opportunities to be your best. We believe in embracing the passion and potential of our people, and to achieve this we offer market‑leading training, development and experiences, along with the opportunity to be mentored and coached by some of the smartest minds in the industry. We hire from within as our first priority, so you’ll have a myriad of opportunities within our diverse, global organisation.

Thales is an equal opportunities employer and diversity and inclusion are integral to the success of Thales.

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)

In 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.

Recruitment process

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!