Through Life Systems Manager

Jobtailor; West of England; On-site; GBP 55,000 - 85,000; Full time

Job summary

Jobtailor is seeking a Through-Life Support Lead to manage global service desk operations and sustainment for key SRT equipment. The role focuses on asset management, SLAs, and cross-country coordination with in-country teams and third parties.

You will oversee Zuper task management and Zendesk ticketing, drive improvements, report performance metrics, and provide strategic updates to senior management during weekly reviews.

Qualifications

• Bachelor's degree in engineering, science, business or IT is desirable.
• Several years of practical experience in this field is desirable alongside a bachelor's degree.
• 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.
• 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 throughout sustainment period to SLAs and directions.
• Manage the Zuper task management system for scheduling, direction, and reporting by in-country teams.
• Oversee effective use of Zendesk ticketing system through issue resolution.
• Act as escalation point and ensure swift resolution while maintaining 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.
• Develop and implement long-term support and maintenance strategies.
• Monitor SLAs, response times, resolution rates, and other performance metrics.
• Identify improvements and implement initiatives to optimise support operations.
• Collaborate with SRT and third-party teams to meet contractual and SLA commitments.
• Represent the department in weekly review meetings, highlighting risks and resource needs.
• Lead weekly meetings with in-country partners, project managers, and customer success teams.
• Manage project and software handover processes, including readiness and training before sustainability transfer.
• Prepare and deliver reports and strategic updates to senior management.

Skills

Asset Management

Global Service Desk

Customer Service

Stakeholder Management

Project Coordination

Communication

Problem Solving

Through-Life Support

SLA Management

Education

Bachelor's Degree in Engineering

Bachelor's Degree in IT

Bachelor's Degree in Business

Bachelor's Degree in Science

Tools

Zuper

Zendesk

Job description

• Set up and run a through-life asset management system for key SRT equipment
• Ensure globally deployed systems are supported and maintained throughout their contracted sustainment period, typically 10 years, to agreed service levels and manufacturer or SRT directions
• Manage the Zuper task management system for efficient scheduling, direction, and reporting of planned and unplanned maintenance and support by in-country teams
• Oversee effective use of the Zendesk ticketing system through issue resolution
• Act as an escalation point and ensure swift resolution while maintaining 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
• Develop and implement long-term support and maintenance strategies
• Monitor SLAs, response times, resolution rates, and other performance metrics
• Identify improvements and implement initiatives to optimise support operations
• Collaborate with SRT and third-party teams to meet contractual and SLA commitments
• Represent the department in weekly review meetings, highlighting risks and resource needs
• Lead weekly meetings with in-country partners, project managers, and customer success teams
• Manage project and software handover processes, including readiness and training before sustainability transfer
• Prepare and deliver reports and strategic updates to senior management

Requirements

• Bachelor's degree in engineering, science, business, or IT is desirable
• Several years of practical experience in this field is desirable alongside a bachelor's degree
• 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
• Ability to communicate well with customers and advisors overseas

Core Competencies

Demonstrates expertise in through-life asset management, ensuring effective support and maintenance of global systems while optimizing operations and maintaining customer satisfaction. Proficient in managing task and ticketing systems, leading cross-functional teams, and delivering strategic updates to stakeholders.

Highest-signal resume keywords

• Through-Life Support Experience
• Global Service Desk Management
• Zuper Task Management System
• Zendesk Ticketing System
• Stakeholder Management

Hard Skills

• Asset Management
• Support Operations Optimization
• Performance Metrics Monitoring
• Project Management
• Technical Support

Soft Skills

• Problem-Solving
• Communication
• Customer-Focused Mindset
• Continuous Improvement
• Cultural Appreciation

Certifications & Qualifications

• Bachelor's Degree in Engineering
• Bachelor's Degree in Science
• Bachelor's Degree in Business
• Bachelor's Degree in IT

Industry Keywords

• Sustainment Period
• Service Level Agreements
• Customer Satisfaction
• In-Country Operations
• Technical Environments

Tools & Technologies

• Zuper
• Zendesk