Thales Belfast, Northern Ireland, United Kingdom
Service Delivery Manager
Location: Belfast, United Kingdom
Thales people architect solutions that are relied upon to deliver operational advantage at every decisive moment throughout the mission. Defence and armed forces customers rely on us to deliver the full range of defensive systems for land, sea, and air. From early warning to threat neutralisation, our platforms cover all levels from very short‑range systems to extended protection across the entire battle‑space, including Airspace Mobility Solutions, Vehicles and Tactical Systems, and Missile Defence, Optronics, and Radar. Together we offer fantastic opportunities for committed employees to learn and develop their career with us. At Thales UK, we research, develop, and supply technology and services that impact the lives of millions of people each day to make life better and keep us safer. We innovate across the major industries of Aerospace, Defence, Security and Space. Your health and well‑being matters to us and that’s why we offer you the flexibility to do what’s important to you; whether that’s part‑time hours, job sharing, home working, or the ability to flex your start and finish times.
Key Responsibilities And Tasks
* Maintain the Service Management Plan.
* Permanently update the Service File and ensure it is continuously adapted.
* Interface with the Customer about the technical and operational subjects relating to the capture and processing of requests.
* Guarantee service delivery according to Service Level Agreements.
* Develop innovative solutions to improve effectiveness and efficiency.
* Ensure that incidents are managed and that the service is continuously available.
* Classify incidents, find the root cause and propose Engineering Change Request if needed.
* Ensure that service requests are managed properly.
* Optimise the experience feedback.
* Analyse customer feedback, performance indicators and operating reports.
* Produce and monitor Key Performance Indicators (KPI).
* Identify sources of improvement and their priorities, which might be converted into product or system change by the System Engineering Manager (SEM).
* Coordinate the technical activities conducted by the teams involved in the provision of Customer Services.
* Organise and steer the resources.
* Ensure that the configuration is correctly managed.
* Ensure that the original model is still valid.
* Set up action plans to gradually improve the quality of the service provided or to reduce cost.
* Manage commendation & complaints and capitalise on these for continuous improvement.
Skills And Experience
* Experience of working in a Product Support and/or service environment is essential.
* Experience in delivering competitive bids in short timescales.
* Broad commercial and financial awareness.
* Able to operate effectively under project constraints and pressure and able to display sound judgement.
* Strong customer focus with the ability to build relationships at all levels.
* Degree level qualification or equivalent in a technical or business subject.
* A programme management qualification or equivalent would be of benefit.
* Flexible to travel often at short notice.
What We Can Offer
We’re committed to giving you opportunities to be your best. We believe in embracing the passion and potential of our people, and to achieve this we offer market‑leading training, development and experiences, along with the opportunity to be mentored and coached by some of the smartest minds in the industry. We hire from within as our first priority, so you’ll have a myriad of opportunities within our diverse, global organisation.
Flexibility
Your health and well‑being matters to us and that’s why we offer you the flexibility to do what’s important to you; whether that’s part‑time hours, job sharing, home working, or the ability to flex your start and finish times. Where possible, we support a working pattern that suits your lifestyle and helps you reach your ambitions.
Thales is an equal opportunities employer and diversity and inclusion are integral to the success of Thales.
Security Clearance
This role will require SC Clearance. It would be advantageous if currently held, however, if not currently held, it is a requirement that the successful applicant will undergo, achieve, and maintain SC Clearance. Please visit the UKSV website for further guidance.
For further details of the evidence required to apply for Baseline and Security Clearance please refer to the National Security Vetting (NSV) Agency – United Kingdom Security Vetting – GOV.UK. In line with Thales’ Baseline Security requirements, candidates will be asked to provide evidence of identity, eligibility to work in the UK and employment and/or education history for up to three years. Some vacancies may require full Security Clearance which can require further evidence to be provided.
Apply now – great journeys start here.
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