Location: Templecombe, 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. Where possible, we support a working pattern that suits your lifestyle and helps you reach your ambitions.

THALES has an exciting opportunity for a Service Delivery Manager to co-ordinate the delivery of services into key customers. These services range from providing Software and Hardware upgrades to Customers, providing Spares and Repairs, to the provision of a capability.

Location: Based from Templecombe

What can we offer you?

On offer is a competitive salary and benefits package, which includes;

Annual Performance BonusMatched Pension up to 7%28 days annual leave (Plus Bank Holidays) Life Cover equivalent to 2X times annual salary24/7 Employee Assistance Program and access to mental wellbeing appEmployee discount shopping schemes on major brands and retailersGym membership discounts

What will you deliver?

Maintain the Service Management PlanPermanently update the Service File and ensures it us continuously adaptedInterface with the Customer about the technical & operational subjects relating to the capture and processing of requestsGuarantee service delivery according to Service Level AgreementsDevelop innovative solutions to improve effectiveness and efficiencyEnsure that incidents are managed and that the service is continuously availableClassify incidents, find the root cause and propose Engineering Change Request if neededEnsure that service requests are managed properlyOptimise the experience feedbackAnalyse customer feedback, performance indicators and operating reportsProduce 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 ServicesOrganise and steer the resourcesEnsure that the configuration is correctly managedEnsure that the original model is still validSets up action plans to gradually improve the quality of the service provided or to reduce costManage commendation & complaints and capitalise on these for continuous improvement

Who are we looking for?

This position requires expert experience in either a service management or technical solution role including some of the following:

Experience of working in a Product Support and or service environment is essentialExperience in delivering competitive bids in short timescalesBroad commercial and financial awarenessAble to operate effectively under project constraints and pressure and able to display sound judgementStrong customer focus with the ability to build relationships at all levelsDegree level qualification or equivalent in a technical or business subject

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.

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.

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 (www.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. For further details of the evidence required to apply for Baseline and Security Clearance please refer to the Defence Business Services National Security Vetting (DBS NSV) Agency.

At Thales we provide CAREERS and not only jobs. With Thales employing 80,000 employees in 68 countries our mobility policy enables thousands of employees each year to develop their careers at home and abroad, in their existing areas of expertise or by branching out into new fields. Together we believe that embracing flexibility is a smarter way of working.

Thales UK is committed to providing an inclusive and barrier-free recruitment process. We will provide reasonable adjustments and support to ensure neuro-diverse applicants or those with a disability or long-term condition can be their best during the recruitment process. To request an adjustment, if you need this job advert in an alternative format or if you have any questions about the recruitment process, please contact Resourcing Ops for mid to senior roles, or the Early Careers Team for graduate and apprentice roles.

Great journeys start here, apply now!