Service Delivery Manager

Thales; Belfast City District; On-site; GBP 60,000 - 80,000; Full time

Benefits offered by this job

Annual bonus

Pension up to 7%

28 days leave plus bank holidays

Life cover 2x salary

EAP and wellbeing app

Employee discounts

Gym membership discounts

Job summary

Thales is seeking a Service Delivery Manager to lead and oversee service programmes from Belfast. The role focuses on delivering software/hardware upgrades, spares, repairs, and an overarching support capability, ensuring SLAs and customer satisfaction.

You will report to the Head of Service Delivery IAS UK and coordinate with operational delivery teams to develop the service portfolio and drive improvements, travel as needed, and contribute to expanding Thales’ service offerings across defence

Qualifications

• Experience in Product Support or service environments.
• Experience delivering programmes or significant work packages within Engineering/Defence/Manufacturing.
• Experience delivering competitive bids in short timescales.
• Broad commercial and financial awareness.
• Strong customer focus with ability to build relationships at all levels.
• Degree level qualification in a technical or business subject.
• A programme management qualification would be of benefit.
• Flexibility to travel often at short notice.

Responsibilities

• Monitor, control and delivery of the Service programme and related work packages.
• Maintain the Service Management Plan and Service File.
• Interface with the Customer on technical and operational requests.
• Guarantee service delivery according to SLAs and customer satisfaction.
• Develop innovative solutions to improve effectiveness and efficiency.
• Ensure incidents are managed and the service is continuously available.
• Coordinate technical activities by teams delivering Customer Services.

Skills

Product support

Service management

Customer focus

Programme management

Defence/Manufacturing experience

Bid delivery

Commercial & financial awareness

Travel flexibility

Education

Degree in technical or business field

Programme management qualification (beneficial)

Job description

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 SLA’s 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?

• Experience of working in a Product Support and or service environment is essential.
• Experience in delivering and managing a programme or significant workpackages 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?

• 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.

Please visit the UKSV website for further guidance: https://www.gov.uk/government/publications/united-kingdom-security-vetting-clearance-levels/national-security-vetting-clearance-levels.

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. Read more about our benefits here.

We are committed to creating a workplace where everyone feels valued for who they are and the unique strengths they bring. Discover more about our programmes, employee networks, wellbeing policies, and inclusive features here.