Service Development Manager

Service Development Manager

Location:

Belfast (Hybrid working – the role may involve extensive travel overseas)

We have an excellent opportunity for a Service Development Manager within the IAS UK (Integrated Airspace Protection Systems UK) business line of Thales, based out of Belfast. This is a Product Support related role where the jobholder is responsible for the development, implementation and delivery of all Product Support aspects of Services, including the tactical and technical aspects relating to the operation, deployment and support of IAS UK Products and Systems.

The objective of this role is to build and maintain Customer relationships with both the Customer and End Users, ensuring that customer satisfaction is delivered across all aspects of service delivery.

• Provide Subject Matter Expert (SME) Product Support, both internally within Thales and externally within the Customer and User communities, providing detailed tactical and technical knowledge of the operation and deployment of Company Products.
• Undertake full responsibility for Lead End User interface across all aspects of Product Support at all levels of seniority.
• Provide expert guidance into the design, development of each support element, including the transition of prime equipment into service.
• Act as the lead customer interface for all Product Support related issues, ensuring that customer requirements are clearly understood, defined and customer satisfaction is delivered.
• Support design, development and delivery of Product support including Training and Technical publications.
• Lead investigations into and resolution of system operational and performance issues, ensuring suitability of any resultant actions.
• Liaise with OEM/DA, Training Team, Customer and End Users regarding future missile and platform software upgrades and their implementation.
• Provide technical advice relating to the concept of use and concept of operation at both the individual and collective systems level.

• Significant experience as a SME within Air Defence and the Force Protection sector.
• Current and competent on Air Defence, concepts of use and concepts of operations, ideally from a military background having left the services within the last 24 months.
• Significant experience in the design, delivery and validation of Product Support solutions.
• Technical experience, including significant direct interface with customer personnel and end users across the customer organisation.
• Strong leadership and motivational qualities to direct and achieve results from teams of people over whom you have no direct authority.
• Assertiveness with an approachable manner and strong interpersonal, presentation and communication skills.
• Ability to work autonomously for sustained periods overseas and adapt to varying circumstances, such as differing technical competence of the Customer, language difficulties and poor facilities.
• Ability to influence customer perception of the company products and services and deal with customer problems in an autonomous manner.

It is desirable that the candidate is competent in developing, planning and delivering Product Support solutions, interfaces effectively with IAS UK customers, including senior military personnel, and has detailed practical knowledge of a range of THALES products, sufficient experience to conduct practical technical support on system operation, equipment maintenance, detailed testing, troubleshooting and setting-to-work procedures.

Due to the nature of the work, many of our roles are subject to security restrictions. This role requires you to achieve Security Clearance (SC) without any caveats. If you do not currently hold SC, it is a requirement to undergo, achieve and maintain SC Clearance prior to commencing employment. To be eligible for full SC, you generally need to have resided in the UK for the last 5 years (or a minimum of 3 years in the last 5 years with additional overseas checks).

For further details, please refer to the National Security Vetting (NSV) Agency – United Kingdom Security Vetting –

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