Service Delivery Programme Manager

Thales; Templecombe; On-site; GBP 60,000 - 85,000; Full time

Benefits offered by this job

Performance-related bonus

28 days annual leave + holidays

Private healthcare

Pension scheme

Life assurance

Employee assistance programme

Job summary

Thales is seeking a Service Delivery Programme Manager (SDPM) at the Templecombe site to lead and deliver complex in-service support programmes, including software/hardware upgrades, spares, repairs and full support capabilities. The role requires strong project management, governance and cross-functional coordination to ensure service delivery aligns with SLAs and customer expectations.

The SDPM will build customer relationships, manage risks, and coordinate with operations to drive performance

Qualifications

• Experience delivering or working within a Service Delivery Programme, Managed Service or Product Support environment.
• Excellent, professional project management skills.
• Strong analytical, communication, and stakeholder management skills, including excellent negotiation skills.
• Able to operate effectively under project constraints and pressure and display sound judgment.

Responsibilities

• Deliver the programme deliverables, key results and performance metrics (finance: order intake, sales, gross margin and cash).
• Manage the Project Plan and schedule to monitor and manage delivery.
• Coordinate service implementation, transition, and operational handover activities.
• Ensure governance across delivery phases and apply project, technical, procurement and support processes.
• Maintain Service Management Plan and ensure documentation is accurate and up to date.
• Interface with the Customer on technical and operational topics.

Skills

Project management

Stakeholder management

Analytical thinking

Communication skills

Negotiation skills

Customer focus

Commercial awareness

Bid delivery

Education

Degree-level qualification

Job description

Location: Templecombe, 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.

We currently have an opportunity based out of our IAS Templecombe site for a Service Delivery Programme Manager (SDPM).

In this role, you will be responsible for leading and delivery of complex, large scale in-service support programmes, which can range from providing Software and Hardware upgrades to Customers, providing Spares & Repairs, to the provision of a full support capability.

The role requires professional project management capabilities (founded on experience of managing complex projects) to be applied to the delivery and co-ordination of all support related elements and commitments of the in-service support contract delivery – giving rigor to change control, commercial awareness and stakeholder management.

The SDPM 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.

The key responsibility of the SDPM 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.

Location: Templecombe

What you’ll be doing

• Deliver the programme deliverables, key results and performance metrics, including financial performance I.e. order intake, sales, gross margin and cash.
• Management of the Project Plan and schedule to monitor and manage delivery
• undefined
• Project Governance across the various phases of delivery to ensure project, technical, procurement and support processes are applied and are effective in controlling risks.
• Coordinate service implementation, transition, and operational handover activities.
• Ensure all business planning and reporting is published in accordance with Business directives e.g. Project Management Reviews (PMR) and On Time Delivery (OTD).
• Maintenance of the Service Management Plan, ensuring all project documentation, reports and records are accurate and up to date.
• 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.
• 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.
• Analyse customer feedback, performance indicators and operating reports.
• Produce and monitor Key Performance Indicators (KPI).
• Control project scope and support change management processes.
• 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.
• 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.
• Support the development of requirements definition, scoping, generation and submission of support / service delivery related bids.
• Monitor and manage with cross-functional teams supplier performance and output.

About You - Essential:

• Experience delivering or working within a Service Delivery Programme, Managed Service or Product Support environment.
• Excellent, professional project management skills.
• The ability to successfully manage and co-ordinate the overall service delivery, through management of supporting related functions and teams.
• Strong analytical, communication, and stakeholder management skills, including excellent negotiation skills with the ability to deal with customers, partners, suppliers, end-users and other parts of the business.
• Strong customer focus with the ability to build relationships at all levels.
• Ability to analyse service performance and take corrective action where required.
• Good commercial awareness and understanding of service commitments.
• Experience in delivering competitive bids in short timescales.
• Able to operate effectively under project constraints and pressure and able to display sound judgement.
• Ideally degree level qualification, equivalent in a technical or business subject, or demonstrate relevant experience delivering support related programmes or support contracts
• Flexibility to travel often at short notice.

Desirable:

• A programme management qualification or equivalent would be of benefit, Knowledge of ITIL, PRINCE2, Agile, or similar delivery frameworks.
• The ability to understand and manage service delivery within a challenging technical environment.
• Technical or engineering background, with the ability to interpret technical information, assess delivery impacts, and support effective decision-making.
• A track record of delivering successful complex projects in contexts relevant to Thales.

What We Offer

On offer is a competitive salary and benefits package, including:

• Performance-related bonus
• Half day every Friday, typically finishing around 1pm
• 28 days annual leave plus bank holidays
• Opportunity to buy additional leave
• 24 hours paid volunteering leave
• Private healthcare
• Competitive pension scheme
• Life assurance
• Employee Assistance Programme and wellbeing support
• Employee discount schemes
• Gym membership discounts
• Career development within a global technology leader

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.

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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.

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