Assistant Service Delivery Manager

Templecombe, Somerset
Thales
Location: Templecombe, United Kingdom

Thales people provide armed forces customers with operational advantage at every decisive moment throughout the mission. Defence and armed forces customers rely on us to deliver the full range of defence mission systems solutions at land, sea, and air. Our platforms extend across the battlespace including Above and Sonar, Electronic Combat, and Intelligence, Surveillance and Reconnaissance systems.

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 five major industries; Aerospace, Defence, Ground Transportation, 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.

Assistant Service Delivery Manager

Location: Templecombe or Bristol

Are you looking for an opportunity to grow your data and excel skill-set? Would you like to join a small, dynamic team, with the opportunity to influence a key project?

Then look no further

What the role has to offer:

• Opportunity to work on unique technology not used anywhere else.
• Chance to work on and gain exposure to a critical project within Thales UK.
• Work with a team where your career development and progression will be supported.

Our opportunity

We have a great opportunity for an Assistant Service Delivery Manager – Towed Array to support a critical project within Thales UK.

This role will be working on the current Sensor Support Optimisation Programme (SSOP) and the forthcoming Maritime Sensors Enhancement Team (M-SET). These projects deliver an availability based support solution to 18 master equipment’s in service with the UK Royal Navy. You will get the opportunity to get up close to in-service vessels and equipment and may be required to attend Thales waterfront facilities in Portsmouth, Devonport and Faslane.

In addition, you will provide support for the management, control and delivery of all allocated Work Packages/Tasks/Bids, including contract performance, risk management, compliance with export control rules and customer regulations, and the management of finance and budgets.

To ensure the successful delivery of the Programme whilst rising to the challenge for achieving efficiencies, you will support the Project Director in guaranteeing that KPI commitments are met; verifying Customer Satisfaction on a regular basis; understanding causes of dissatisfaction and defining action plans; liaising with the appropriate Customer Support Manager as necessary.

In addition to ensuring that service requests and incidents are managed properly and that the service is continuously available, you will interface with the customer about the technical and operational aspects of the service; the delivery of the service; and the delivery of associated documentation.

The key responsibility of the Assistant Service Delivery Manager is governance across all areas of their services including service management, incident and change management, continual service improvement and customer satisfaction as well as playing a key role in ensuring the highest level of operational service delivery. As an Assistant Service Delivery Manager you support the management of the service delivery as agreed in the contract and ensure SLA’s and customer satisfaction are achieved or exceeded.

Day to day you will:

• Support the SDM with the preparation of price and proposal documentation and represent support and services during the bid and proposal phase.
• For nominated projects, support the planning, set up, organisation, documentation, and project execution in accordance with approved Thales governance processes, procedures, methods and tools. This includes delivering the order intake, sales and profit margins required of the business; providing input to the Service Management Plan, and continuously updating the Service File
• Support the collaborative, dynamic planning process – prioritising the work that needs to be done against the capacity and capability of the team. This is to be completed in accordance with the Thales Integrated Business Planning process and will involve investigating workload anomalies where required.
• Have a good understanding of the Integrated Logistic Support function in order to ensure that all customer feedback is used to optimise all product articles and services, ensure that FRACAS is fully embedded in your support and service contracts in order to provide trend analysis and spot possible new business opportunities.
• Support the management of Stock and Obsolescence requirements, including the management, update, escalation and dissemination of customer data.
• Ensure that appropriate Change Management and Configuration Management activities are highlighted and actioned in conjunction with the TLSE team and in accordance with current processes and procedures.
• Ensure good communication around issues and opportunities, interfacing with internal organisations across all sites on support issues, ensuring operations teams are aware of changes and are prepared.
• Support the SDM in launching, monitoring and progression of all procurement, manufacturing and repair activities for each contract within designated remit; ensuring all deliverables are met to the required timescale, cost and quality; pulling in additional resources when needed.
• Present and report the Project progress and activities to the SDM •Communicate across organisational boundaries.
• Work with the client and operations teams to identify and manage service improvement activities.
• Support the Product Managers as required, assisting in the preparation of Business cases and financial analysis where necessary.
• Support the integration of support and/or service solutions into mainstream bids and proposals.
• Support the preparation and pricing of support proposals either as part of a design and manufacture team or as stand-alone support/service propositions.
• Expedite and review Support/Service RFP response documentation created by others, and ensure consistent themes and continuity between documents and offer price.
• Review and challenge all cost estimates to ensure competitive and winning pricing
• Establish Work Breakdown Structures in line with Customer RFP
• Coordinate quotations through the appropriate business tool, ensuring Primavera programmes are prepared, maintained and updated where necessary.
• Identify and mitigate risk to prevent issues arising which could adversely affect programme performance.
• Provide support to ensure consistent risk management is applied across all internal and external suppliers.
• Support the preparation and presentation of the necessary reports as detailed in the contract

About you

You should have strong database management or excel skills with the ability to interpret and present data in a meaningful way to the customer and your stakeholders. You will be a good communicator with excellent stakeholder management skills and the ability to interface with team members at all levels of the business. You should have a good level of commercial awareness and understanding of the product / equipment. Above all, you should have a genuine interest in the project and be eager to learn and grow you skills and experience.

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.

If you are interested in this role, we would encourage you to have informal chat with the Talent Acquisition Partner.

Thales is an equal opportunities employer and diversity and inclusion are integral to the success of Thales.

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 . click apply for full job details