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.