Service Delivery Manager - Engineering Services

Thales; Stockport; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading company in digital security is seeking a Service Delivery Manager to oversee service delivery and customer relations. The ideal candidate will have extensive experience in service management, particularly within the ITIL framework. This role offers a competitive salary and benefits, including a bonus and flexible working arrangements. Join a team committed to innovation and career development.

Benefits

Annual Bonus

Matched Pension up to 7%

28 days annual leave

Life Cover

Employee Assistance Program

Gym membership discounts

Qualifications

• Significant experience in service and operational environments.
• Knowledge of ITIL V3 Framework and service lifecycles.
• Experience of working with large government contracts.

Responsibilities

• Manage end-to-end service delivery and customer relationships.
• Ensure incident and problem management is effectively carried out.
• Build and maintain relationships with key stakeholders.

Skills

Service Management

Technical Management

Analytical Thinking

Education

ITIL V3 Certification

ISO20000 Knowledge

Tools

Chorus 2 PDCS

Job description

Service Delivery Manager - Engineering Services

Thales Stockport, England, United Kingdom

Service Delivery Manager - Engineering Services

Thales Stockport, England, United Kingdom

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.

THALES has 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.

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 Team for graduate and apprentice roles.

Great journeys start here, apply now!

Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Full-time

Job function

• Job function

  Engineering and Information Technology

• Industries

  Aviation and Aerospace Component Manufacturing and Defense and Space Manufacturing

Referrals increase your chances of interviewing at Thales by 2x

Sign in to set job alerts for “Engineering Services Manager” roles.

Service Delivery Manager - Engineering Services

Cheadle, England, United Kingdom 4 hours ago

Manchester, England, United Kingdom 1 week ago

Ashton-Under-Lyne, England, United Kingdom 3 days ago

Senior Project Manager (Defence & Security)

Manchester, England, United Kingdom 2 weeks ago

Service Operations Manager - Service Delivery

Manchester, England, United Kingdom 5 days ago

Macclesfield, England, United Kingdom 4 days ago

Service Operations Manager - Service Delivery - Field Based (UK)

Warrington, England, United Kingdom 6 days ago

North West, England, United Kingdom 3 weeks ago

Manchester, England, United Kingdom 1 week ago

Project Sales Manager - North | Storage Systems (Racking, Shelving, Mezzanines)

Manchester, England, United Kingdom 3 days ago

Manchester, England, United Kingdom 4 days ago

Manchester, England, United Kingdom 1 week ago

Warrington, England, United Kingdom 3 weeks ago

Manchester, England, United Kingdom 1 week ago

Senior Cost Manager/Project Quantity Surveyor - Construction

Manchester, England, United Kingdom 3 hours ago

Warrington, England, United Kingdom 1 week ago

Carrington, England, United Kingdom 6 days ago

Salford, England, United Kingdom 5 days ago

Manchester, England, United Kingdom 5 months ago

Ashton-Under-Lyne, England, United Kingdom 1 week ago

Manchester, England, United Kingdom 1 week ago

Manchester, England, United Kingdom 1 week ago

Manchester, England, United Kingdom 1 month ago

Warrington, England, United Kingdom 2 weeks ago

Warrington, England, United Kingdom 2 weeks ago

Warrington, England, United Kingdom 3 weeks ago

Greater Manchester, England, United Kingdom 1 week ago

Manchester, England, United Kingdom 3 days ago

Warrington, England, United Kingdom 4 days ago

Greater Manchester, England, United Kingdom 1 week ago

Manchester, England, United Kingdom 1 month ago

Manchester, England, United Kingdom 5 days ago

Manchester Area, United Kingdom 3 days ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.