Service Delivery Manager - Engineering Services

Thales Group; Cheadle; On-site; GBP 60,000 - 75,000; Full time

Job summary

Join a leading company in digital security as a Service Delivery Manager, overseeing service delivery and customer relations. This role requires technical expertise and experience in service management, with excellent growth opportunities and a focus on employee wellbeing.

Benefits

Competitive salary and benefits package

Annual Bonus

Matched Pension up to 7%

28 days annual leave plus Bank Holidays

Life Cover (2x salary)

24/7 Employee Assistance Program

Gym membership discounts

Qualifications

• Experience in service management or technical roles.
• Knowledge of ISO20000 and service management frameworks.
• Understanding of IT infrastructure and network services.

Responsibilities

• Manage end-to-end service delivery and SLA management.
• Build relationships with stakeholders and drive service improvement initiatives.
• Monitor network service performance and lead service meetings.

Skills

Service Management

SLA Management

ITIL V3

Stakeholder Engagement

Technical Management

Job description

Location: Cheadle, United Kingdom

Thales people architect identity management and data protection solutions at the heart of digital security. Business and governments rely on us to bring trust to the billions of digital interactions they have with people. Our technologies and services help banks exchange funds, people cross borders, energy become smarter, and much more. More than 30,000 organizations already rely on us to verify identities, grant access to digital services, analyze information, and encrypt data to make the connected world more secure.

Together, we offer fantastic opportunities for employees to learn and develop their careers. At Thales UK, we research, develop, and supply technology that impacts millions daily, across Aerospace, Defence, Security, and Space. We prioritize your health and well-being by offering flexible working options, including part-time hours, job sharing, home working, and flexible start and finish times.

Role Overview

Thales has an exciting opportunity for a Service Delivery Manager responsible for end-to-end service delivery, SLA management, and customer relationships for the DIS Operated Managed Services Portfolio.

What We Offer

• Competitive salary and benefits package
• Annual Bonus
• Matched Pension up to 7%
• 28 days annual leave plus Bank Holidays
• Life Cover (2x salary)
• 24/7 Employee Assistance Program and mental wellbeing app
• Employee discount schemes
• Gym membership discounts

Key Responsibilities

• Effective service delivery and SLA management using ITIL V3 framework
• Contractual knowledge of SLAs, OLAs, KPIs, and Service Credits
• Monitoring network service performance
• Building reports, leading service meetings, and following up on service issues
• Incident and problem management, involving key specialists as needed
• Managing customer satisfaction and service improvement initiatives
• Building relationships with stakeholders
• Driving contract growth through commercial opportunities and change requests

Candidate Profile

Ideal candidates will have experience in service management or technical roles, including:

• Experience with ITIL V3 and service lifecycle management
• Knowledge of ISO20000 and service management frameworks like Chorus 2 PDCS
• Technical management of suppliers and vendors
• Understanding of IT infrastructure and network services
• Financial and commercial awareness
• Experience with government contracts and stakeholder engagement

Security Clearance

This role requires UK Security Clearance (SC), with eligibility to obtain it prior to starting. Candidates must be UK nationals and have resided in the UK for the last 3-5 years, depending on circumstances.

Additional Information

Thales is committed to inclusive hiring and providing support for applicants with disabilities or neurodiverse conditions. For adjustments or inquiries, contact our recruitment team.

Great journeys start here, apply now!