Location: Templecombe, United Kingdom In fast changing markets, customers worldwide rely on Thales. Thales is a business where brilliant people from all over the world come together to share ideas and inspire each other. In aerospace, transportation, defence, security and space, our architects design innovative solutions that make our tomorrow's possible. 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. Assistant Service Delivery Manager Location: Templecombe Are you looking for an opportunity to expand your skill-set within Service Delivery, Project Management and Operations? Would you like to join a team working on a critical project involving leading technology? Then apply now What the role has to offer: • Opportunity to work on unique technology within a key programme. • Chance to expand your skill-set and springboard your career. • Work with a team where your career development and progression will be supported. Our opportunity We have an exciting opportunity for an Assistant Service Delivery Manager to support a critical project within Thales UK; the MMCM programme will develop the future of Autonomous Mine warfare and bring a brand new capability to a key customer. In this role, you will be pivotal in providing support to the Service Delivery Manager by acting as an interface between the customer and various internal teams within Thales such as field support and asset management. You will oversee all facets of the service we are delivering to the customer and be across all product fixes, engineering deployment and day-to-day activities, reporting back to the customer status updates as required. 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. This role will require SC Clearance. It would be advantageous if currently held; if not currently held it is expected that the post holder will undergo SC Clearance, please visit the UKSV website for further guidance. Day to day you will: Be responsible for the management, control and delivery of allocated Work Packages/Tasks/Bids, including contract performance, financial and risk management. Represent the Customer Service Support requirements across all allocated Bids, acting as Bid Manager for CSS lead services and product upgrades. Provide a satisfactory response to the Customer when asked for technical assistance, documentation and/or service requests, with the ability to prioritise and manage these requests from inception to completion Ensure the Customer requests are understood, qualified, prioritized, handed over to the appropriate teams and processed within THALES organization, and that the request lifecycles are managed Monitor and manage (where applicable) the Service Level Agreement (SLA) performance Verify Customer Satisfaction on a regular basis; make visits to the Customer; understand causes of dissatisfaction and define action plans; liaise with the appropriate Manager/Account Manager where applicable. Take appropriate actions to ensure that the Business is fully informed of the levels of Customer Satisfaction and that appropriate business decisions are made to assure Customer Satisfaction is maintained, and/or decisions are made to mitigate THAI-ES losses and/or penalties Monitor the Customer front office performance (i.e. time spent processing Customer requests, number of quotations converted in to orders, etc) Manage finance and budgets Support the SDM with the preparation of price and proposal documentation and represent support and services during the bid and proposal phase. Support the Customer Service Managers to ensure consistent risk management is applied across all internal and external suppliers Management of appropriate Stock, Obsolescence & FRACAS requirements, including the management, update, escalation and dissemination of customer data Build and maintain good working relationships with internal and external Customers and Stakeholders Key Interface with internal organisations on support issues About you It's not essential, but a background in Engineering with specific naval experience would be advantageous for this role. 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. 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. 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 web site 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) LI-RD1 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