JOB TITLE: Technical Services Manager
REPORTS TO: Service Delivery Manager
DEPARTMENT: Aftermarket Services
About Us:
MSI‑Defence Systems Limited is a UK defence company with a rich heritage in the design and delivery of naval weapon systems. We are trusted by our global customer-base to provide high‑integrity, mission‑critical solutions that fulfil the most challenging operational requirements. The company combines deep engineering expertise with disciplined project delivery to support complex, long‑term contracts in highly assured environments.
MSI‑Defence Systems has entered an exciting phase of sustained growth. Building on its strong foundation, the business has expanded its capabilities into land-based systems, applying the same structured engineering, manufacturing, and commercial disciplines that underpin its success. Continued investment in people, processes, and facilities enables the company to take on increasingly complex work while preserving the values that have earned customer trust.
As MSI‑DS continues to grow, the After Market SErvices team plays a key role in safeguarding value, managing risk, and enabling sustainable business performance across complex projects.
About the Role:
As a Technical Services Manager, you will lead and oversee the delivery of technical services at customer locations in the UK and overseas. You will be responsible for managing a small team of technical specialists, ensuring the successful installation, commissioning, support, and lifecycle management of MSI‑designed Weapon Systems.
Following completion of product and system training, you will act as the technical authority for service activities, providing leadership, governance, and customer assurance while ensuring services are delivered safely, efficiently, and to contractual and regulatory requirements.
Key Responsibilities
* Leadership & Service Delivery
* Lead, plan, and manage on‑site technical service activities for Gunnery Systems and other company products.
* Provide day‑to‑day leadership, direction, and support to field service engineers and technical staff.
* Ensure service delivery meets contractual obligations, quality standards, and customer expectations.
* Act as the senior on‑site technical representative when required.
* Technical Oversight & Assurance
* Provide technical oversight for installation, commissioning, repair, and servicing activities, ensuring work is completed correctly and safely.
* Act as the escalation point for complex technical issues and ensure effective fault resolution.
* Review and approve technical reports, test results, and service documentation.
* Maintain technical authority over live firing activities once trained and certified.
* Project & Commercial Support
* Provide technical input and cost estimates to sales and project teams.
* Work closely with Project Managers and the Service Delivery Manager to plan resources, schedules, and risk mitigation.
* Support bid, proposal, and customer review activities with expert technical insight.
* Customer & Stakeholder Management
* Build and maintain strong, professional relationships with customers and partners.
* Represent the company at customer meetings, trials, and demonstrations.
* Ensure a consistently high standard of customer communication and service delivery.
* Training & Capability Development
* Oversee the development and delivery of technical training courses at factory and customer locations.
* Coach, mentor, and develop team members to enhance technical capability and performance.
* Ensure team competence is maintained through training, certification, and continuous improvement.
* Governance, Safety & Compliance
* Ensure full compliance with health, safety, and environmental policies and procedures.
* Maintain adherence to regulatory, contractual, and company standards.
* Promote a culture of safety, quality, and continuous improvement.
* Operational Requirements
* Attend sea and land trials and adapt to ship routines as required.
* Ensure accurate, timely, and complete reporting across all service activities.
* Undertake any other duties reasonably compatible with the role.
About the Person:
Essential
Qualifications/ education requirements
* Degree / HND / HNC / ONC in Electronic Engineering or a related discipline.
Skills & Experience
* Proven experience managing or leading technical service, field service, or engineering teams.
* Strong technical background in electronic, digital, and electromechanical systems.
* Experience overseeing fault diagnosis, repairs, and system testing.
* Ability to interpret complex technical documentation and wiring diagrams.
* High level of computer literacy, including MS Office and CMMS/ERP systems.
* Personal Attributes
* Strong leadership, communication, and decision‑making skills.
* Customer‑focused mindset with the ability to manage stakeholder expectations.
* Organised, resilient, and adaptable in demanding operational environments.
* Reside within daily commuting distance of the Norwich Head Office.
* Full driving licence and ability to drive abroad.
* Valid passport with no travel restrictions.
* Physically fit to ENG 1 standard and capable of passing Sea Survival training.
Desirable
* Qualifications in weapons inspection, repair, or servicing.
* Experience designing, managing, or delivering technical training programmes.
* Background in customer‑facing service or defence environments.
* Familiarity with continuous improvement methodologies (e.g. LEAN).
Physical Demands & Work Environment:
* When in the UK working in an open plan, well-lit, air-conditioned office
Key Working Relationships:
Internal
* Customer Support Manager
* Project Managers
* Engineering Department
* Test Department
* Commercial Department (Exports)
External
* Customer Project managers whilst on site
* Weapon Maintainers on board ships