Service Delivery Manager

Thales
Belfast
Workplace: HybridFull timeFunction: Program & Project Management (PMO)Skills: ["Customer focus","Relationship building","Sound judgement"]

Manage and deliver service-related programmes and work packages for key customers, covering software and hardware upgrades, spares/repairs, and overarching support capabilities. Maintain service plans and files, interface with customers on technical and operational requests, ensure SLA performance and incident management, and drive continuous availability. Use KPIs, performance indicators, and customer feedback to identify improvements that may translate into product or system changes.

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FursaFursa
Thales
Thales
19 hours ago

Service Delivery Manager

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 33 minutes agoStatus: Live
Reposted: similar role first listed 4 months ago

Job Summary

Manage and deliver service-related programmes and work packages for key customers, covering software and hardware upgrades, spares/repairs, and overarching support capabilities. Maintain service plans and files, interface with customers on technical and operational requests, ensure SLA performance and incident management, and drive continuous availability. Use KPIs, performance indicators, and customer feedback to identify improvements that may translate into product or system changes.
Location: Belfast
Workplace: Hybrid
Employment Type: Full time
Job Function: Program & Project Management (PMO)
Seniority: Manager level

Key Responsibilities

  • •Monitor, control, and deliver service programme and work package commitments using effective planning methodologies.
  • •Maintain and continuously adapt the Service Management Plan and Service File; manage customer requests.
  • •Ensure service delivery against Service Level Agreements (SLAs), incidents are managed, and service remains continuously available.
  • •Classify incidents, identify root causes, and propose Engineering Change Requests when needed.
  • •Produce and monitor KPIs, analyse customer feedback and performance indicators, and coordinate technical activities across customer service teams.
Travel: Medium travel

Pay and Benefits

Perks:Annual LeavePensionLife InsuranceGym MembershipPrivate Medical

Key Requirements

  • •Expert experience in a service management or technical solution role, particularly within a product support or service environment.
  • •Experience delivering and managing a programme or significant work packages in an Engineering/Defence/Manufacturing sector.
  • •Experience delivering competitive bids in short timescales.
  • •Broad commercial and financial awareness with sound judgement under project constraints and pressure.
  • •Degree-level qualification (technical or business) or equivalent; a programme management qualification would be beneficial.
Skills:Customer focusRelationship buildingSound judgement

Eligibility

Security Clearance:SC

Company Brief

Thales
Designs and delivers advanced systems and services for aerospace, defence, security, and digital identity and cybersecurity markets, serving government and commercial customers worldwide.
Industry: Defense Technology
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Paris, France
Founded: 2000
WebsiteLinkedIn