JOB TITLE: Support Services Manager
SALARY: Competitive
HOURS: 37 ½ hours per wk – Half day Friday’s.
LOCATION: Norwich, NR7
About Us:
At the forefront of modern defence, MSI-Defence Systems Ltd (MSI-DS) specialise in advanced Remote Weapon Stations for land-based counter-drone and naval applications, helping armed forces to stay ahead of rapidly evolving threats.
With almost 140 years of defence manufacturing expertise, we deliver innovative, cost-effective solutions engineered to meet the most demanding and stringent operational requirements and as a trusted supplier to the UK Armed Forces and more than 40 militaries worldwide, our class-leading products surpass capability expectations whilst also offering unrivalled through-life in service support.
We are currently in a phase of strategic growth, investing in new technologies, expanding our global footprint, and strengthening our position as a leader in next-generation defence systems. This growth is driven by our people. We are a people-centric organisation that values collaboration, innovation, and integrity, and we actively support work–life balance, continuous learning, and long-term career progression. Joining us means becoming part of a forward-looking business where your expertise is valued, your development is supported, and your work makes a real-world impact.
About the role:
The Support Services Manager is responsible for leading the Support Services team, consisting of Technical Publications and Integrated Logistics Support (ILS) Engineering staff, within the In-Service Support directorate. Accountable for the timely and accurate provision of ILS data, equipment handbooks and training material for MSI-DS equipment across the engineering lifecycle, as well as the ongoing maintenance of the software tools used to maintain this capability.
Key Responsibilities:
* Ensure that all tasks assigned to the Support Services team are managed and prioritised to enable timely delivery on budget and in accordance with contractual requirements.
* Ensure that all deliverables are reviewed and meet the quality standards outlined in the MSI-DS Departmental Quality Manual(s).
* Ensure the logistic data held within MSI-DS data repositories reflects the latest configuration of the equipment as supplied.
* Support the Company’s bid proposal process through provision of tender response documentation.
* Provide technical support, advice and governance to the members of the Support Services Team.
* Be the single point of contact for the tasking of individuals within the Support Services Team by staff from other teams / departments.
* Identify, obtain and manage the appropriate software tools and external support to allow tasks to be conducted by the Support Services Team or external subcontractors as appropriate to project scope and timescales.
* Identify and provide training (both external and within role) to individuals new to the team.
* Effectively lead and manage all direct reports.
* Liaise with external customers on Support Services matters.
About you:
To be a successful candidate for this role you must be able to demonstrate the below attributes and skillsets:
* Working knowledge and experience of investigating and mitigating obsolescence.
* A minimum of five years’ experience in an ILS Engineering / Technical Publications role.
* Working Knowledge and experience of Support Engineering in the defence industry.
* Experience in MS Office applications, including MS Project.
* Strong leadership skills, with a desire to develop their team and optimise performance.
* Strong problem-solving skills, with an assertive approach to negotiating solutions with internal and external customers and stakeholders.
* Knowledge of Enterprise Resource Planning (ERP) tools and data manipulation (IFS preferred).
* Working knowledge and experience in the use of Logistic Support Analysis (LSA) tools (EDCAS & VMetric preferred).
* Working knowledge and experience in the use of Failure / Defect Reporting and Corrective Action System (FRACAS / DRACAS) tools (Windchill preferred).
* Working knowledge and experience of investigating and reporting Availability, Reliability and Maintainability (ARM).
* Working knowledge and experience of NATO Codification.
* Knowledge of Asset Management tools and data manipulation (LEO preferred).
* Excellent communication and administrative skills; the ability to work cooperatively in a team is important.
How to apply:
If you’re ready to take the next step in your career and be a part of a company that values your skills and contributions, we encourage you to apply by clicking the apply button!