Service Delivery Manager - Engineering Services

Thales Group; Cheadle; On-site; GBP 45,000 - 70,000; Full time

Job summary

Thales Group is seeking a Service Delivery Manager in Cheadle to oversee service delivery and customer relations in the DIS Operated Managed Services Portfolio. This role requires substantial experience in service management aligned with ITIL V3, focusing on customer satisfaction and service improvement. Candidates must be British nationals capable of achieving Security Clearance.

Benefits

Annual Bonus

Matched Pension up to 7%

28 days annual leave (Plus Bank Holidays)

Life Cover equivalent to 2X annual salary

24/7 Employee Assistance Program

Employee discount shopping schemes

Gym membership discounts

Qualifications

• Significant experience in service and operational environments.
• Knowledge of SLA, KPIs, and service credit structures.
• Experience with large government contracts is advantageous.

Responsibilities

• Manage end-to-end service delivery and customer SLA management.
• Ensure incident and problem management throughout lifecycle.
• Build and maintain relationships with internal and external stakeholders.

Skills

Service governance

Technical management

Analytical thinking

Strong financial awareness

Education

Experience in service management

Knowledge of ITIL V3 framework

Familiarity with ISO20000 or similar frameworks

Tools

ITIL V3

Chorus 2 PDCS

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 billons 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 the identities of people and things, grant access to digital services, analyze vast quantities of information and encrypt data to make the connected world more secure.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.

THALEShas an exciting opportunity for a Service Delivery Manager to be responsible on the end to end service delivery, SLA management and customer services/relationships for the DIS Operated Managed Services Portfolio.

Location: Cheadle

What can we offer you?

On offer is a competitive salary and benefits package, which includes;

• Annual 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 Program and access to mental wellbeing app
• Employee discount shopping schemes on major brands and retailers
• Gym membership discounts

What will you deliver?

• Effective service delivery, customer SLA management, expert knowledge and practical implementation of the ITIL V3 framework.
• Contractual knowledge of Service Level Agreement, OLA, CSF, KPIs and Service Credit structures for specific customer services.
• Monitoring and awareness of the overall performance of secure networks customer services
• Building service reports, delivering on them and chairing service delivery meetings, following up if service delivery is not meeting expectations.
• Ensure incident and problem management is carried out and that key specialist resource is brought in as and when throughout the incident lifecycle.
• Manage customer satisfaction, long term interests and service improvement initiatives
• Building and maintaining relationships with key internal and external stakeholders
• Collaborative working with senior management with input into the CSI Register
• Driving contract growth through identifying and exploiting commercial opportunities and change requests within existing customer contracts.

Who are we looking for?

This position requires expert experience in either a service management or technical solution role including some of the following:

• Significant experience in service and operational environments working in line with the ITIL V3 Framework and the associated service lifecycles.
• Service governance within a recognized process framework ISO20000 and knowledge of Chorus 2 PDCS or similar service management frameworks.
• Technical management of subcontract suppliers and vendors
• Service Management and development of operational lifecycle processes.
• Experience of development and accreditation conforming to external technical standards.
• Knowledge of current development and service management tools
• Strong technical understanding of IT infrastructure, design and solutions, particularly in IT network services.
• Strong financial and commercial awareness.
• Experience of working in small and medium sized bids.
• Senior Stakeholder engagement experience
• Analytical thinker.
• Experience of working with large government contracts

UKEO British (UK Eyes Only)

Due to the nature of the work that we do at Thales, many of our roles are subject to security restrictions. This role requires you to be a sole British National from birth and achieve Security Clearance (SC) without any caveats .

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. Please visit the UKSV website for further guidance.

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.

#LI-MC2

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.

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 Teamfor graduate and apprentice roles.

Great journeys start here, apply now!