Through Life Systems Manager

SRT Marine Systems plc; Birmingham; On-site; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Private Healthcare

Matched pension up to 5% company

Highly Competitive Salary

Job summary

SRT Marine Systems plc is seeking a Through Life Systems Manager to provide the support and maintenance layer for globally deployed maritime systems from our Bristol office with hybrid working. You will manage sustainment, coordinate with in-country partners, and drive continuous improvement across service desks and ticketing processes.

The role requires an engineering/science/business/IT degree and several years in a through-life or technical support environment, with strong stakeholder

Qualifications

• Bachelor's degree in engineering, science, business, or IT, plus several years of practical experience in this field.
• Customer-focused mindset with a commitment to continuous improvement.
• Proven experience in a through-life support role, preferably in technical or project-driven environments.
• Strong knowledge of global service desk management.
• Strong problem-solving, communication, and stakeholder management skills.
• Appreciation of cultural differences in overseas territories and ability to communicate well with customers and advisors overseas.

Responsibilities

• Set up and run a through-life asset management system for key SRT equipment.
• Ensure globally deployed systems are supported and maintained during their sustainment period to agreed SLAs.
• Manage the Zuper task management system for scheduling and reporting of maintenance.
• Oversee Zendesk ticketing to ensure efficient issue management from start to resolution.
• Act as escalation point to maintain customer satisfaction in line with SLAs.
• Liaise between Through-Life Systems Support and other departments for UK and in-country operations.
• Drive timely resolution of Support Level 3 tickets and project issues with long-term support strategies.
• Monitor SLAs, response times, and resolution rates; identify and implement improvements.
• Lead weekly meetings with in-country partners, project managers, and customer success teams; oversee handover to sustainability phase.
• Prepare and deliver reports and strategic updates to senior management regarding support performance and project status.

Skills

Customer focus

Through-life support

Service desk mgmt

Problem solving

Communication

Stakeholder mgmt

Cross-cultural awareness

Education

Bachelor's degree

Job description

SRT Marine Systems plc (SRT) is a market leader in the domain of international marine surveillance technology and systems. We are a respected, established, and an ambitious multi-national company headquartered in the UK with a global customer base.

The company has a worldwide impact in the marine sector by leading the next generation of maritime domain awareness technologies \"MDA\", products, and systems that significantly enhance security, safety, environmental protection, and sustainability. Our customers are global and range from the largest national coast guards to individual vessel owners.

SRT is an exciting company where high-quality results are rewarded. We are ambitious and constantly seek to innovate in order to deliver better products and services to our customers. We strive to make SRT a rewarding and challenging place to work, where talented, hard-working individuals have the opportunity to make a real impact across the safety and security in the maritime and marine industry.

Role overview of our Through Life Systems Manager

Providing the support and maintenance layer to our globally deployed maritime systems, ensuring exceptional operational performance and continuous improvement. This role involves managing support workflows, tasking of preventative and corrective maintenance and our in-country partners to ensure that the high-level up-time performance for our systems is maintained for all equipment. Scope of equipment includes all national network, infrastructure, sensors and command centre facilities.

This is a new role with significant responsibilities. We are seeking an experienced Through Life Systems Manager

The role of Through Life Systems Manager role is based from our Bristol office with flexibility for Hybrid working.

Responsibilities -Through Life Systems Manager (not exhaustive):

• Setting up and running of a through-life asset management system for key SRT equipment
• Ensuring that our globally deployed systems are supported and maintained throughout their contracted sustainment period (typically 10 years) to agreed service levels and in-line with manufacturers or SRT’s directions.
• Managing our task management system (Zuper) to ensure our in-country support carry out efficient, comprehensive scheduling, direction and reporting of planned and unplanned maintenance and support.
• Overseeing the effective use of our Zendesk ticketing system to ensure efficient issue management through to resolution.

Escalation & Issue Resolution

• Act as an escalation point, ensuring swift resolution while maintaining high customer satisfaction levels in line with SLAs

Cross-Functional Collaboration

• Serve as the primary liaison between Through-Life Systems Support and other departments, facilitating effective communication and collaboration for both UK and in-country operations

Customer & Project Issue Management

• Drive timely resolution of Support Level 3 support tickets and project issues, ensuring high standards of service delivery. Develop and implement long-term support and maintenance strategies to meet evolving customer needs

Performance Monitoring & Continuous Improvement

• Oversee key performance metrics such as SLAs, response times, and resolution rates. Identify areas for improvement and implement strategic initiatives to optimise support operations

Stakeholder Engagement

• Collaborate proactively with SRT and third-party teams to ensure equipment and systems are maintained according to contractual and SLA commitments. Represent your department during weekly review meetings, highlighting risks and resource needs

Operational Meetings & Handover Processes

• Lead weekly meetings with in-country partners, project managers, and customer success teams to review open support tickets and operational challenges. Manage project and software handover processes, ensuring readiness and proper training before transfer to the sustainability phase

Reporting & Strategic Communication

• Prepare and deliver comprehensive reports and strategic updates to senior management regarding support performance, project status, and ongoing initiatives, as appropriate

Skills & Experience –Through Life Systems Manager (not exhaustive):

• DESIRABLE - Bachelor's degree in engineering, science, business, or IT, alongside several years of practical experience in this field
• Customer-focused mindset with a commitment to continuous improvement
• Proven experience in a through-life support role, preferably in technical or project-driven environments
• Strong knowledge of global service desk management
• Strong problem-solving, communication, and stakeholder management skills
• Appreciation of cultural differences in overseas territories and ability to communicate well with customers and advisors overseas

Benefits

• Highly Competitive Salary
• Private Healthcare
• Matched pension up to 5% company contribution

Please note - This role will require occasional overseas travel as required by the business

SRT Marine Systems plc are an equal opportunity employer. We are committed to creating an inclusive working environment for all employees and actively encourage applications from all sectors of the community.