JOB TITLE: Service Delivery Manager
SALARY: Competitive
HOURS: 37 ½ hours per wk - Mon – Thurs 0815 – 1700/ Fri 0815 – 1245
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 Service Delivery Manager is responsible for leading and managing the Field Service Engineering team, ensuring the successful delivery of MSI-DS service agreements, warranties, and spares, whilst maintaining high standards of customer satisfaction. This role requires strong leadership, operational excellence, and an entrepreneurial mindset to identify and generate new opportunities
Main key responsibilities include:
* Leading and managing a team of Field Service Engineers (FSE) to deliver exceptional service performance.
* Ensure compliance with MSI-DS service agreements, including KPI and SLA targets.
* Monitoring and reporting on service delivery metrics, implementing improvements where necessary.
* Driving an entrepreneurial approach to identify and generate new business opportunities within service delivery.
* Collaborating with internal teams to optimize processes and enhance customer experience.
* Managing resource allocation and scheduling for efficient service delivery.
* Oversee escalation management and resolution of complex service issues.
* Ensure adherence to health and safety standards across all service operations.
* Ownership of warranty management throughout the project delivery phase, including the management of line replaceable units.
* Management of ship Commission, Decommission, Survey and Testing MSI Gunnery Systems at all locations in UK and abroad.
* Management of the survey, Repair and Maintenance process on all systems at home and abroad.
* Ensure the Input of MIS Data (IFS) is accurate, up to date and maintained.
* Producing accurate, detailed and timely reports.
* Ensure FSE support is provided to the training team in support of content creation.
* Ensure FSE support is provided as required for trials and demonstrations.
About you:
To be a successful candidate for this role you must be able to demonstrate the below attributes and skillsets:
Essential
Qualifications/ education requirements:
* Level 4 or above in leadership and management.
* Level 4 or above in electrical/mechanical engineering.
* Proven experience in service delivery management within a technical or engineering environment.
* Strong leadership and team management skills.
* Excellent understanding of KPI and SLA management.
Desirable
* Ex-Military or experience in the defence industry.
* Understanding lean/6 sigma.
* Membership of a recognised institution in technology or leadership.
* Entrepreneurial mindset with ability to identify and capitalize on new opportunities.
* Knowledge of PLM (Product Lifecycle Management), SRM (Supplier Relationship Management), and CRM (Customer Relationship Management) systems.
* Exceptional communication and interpersonal skills.
* Ability to work under pressure and manage multiple priorities.
Personal Attributes:
* Strategic thinker with a results-driven approach.
* Highly organized and detail oriented.
* Customer-focused with a commitment to delivering high-quality service.
* Adaptable and proactive in a dynamic environment.
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!