Service Development Manager at Thales · Belfast

Service Development Manager Location: Belfast Location: Belfast, United Kingdom Thales is a global technology leader with more than 83,000 employees on five continents. With over 7,500 people in the UK, operating across defence, space, aerospace, and digital security, we help build a future we can all trust. Thales supports the security and stability of our nation by providing extraordinary technology to our customers, as well as delivering social value to the UK with our products and services. Service Development Manager Location: Belfast– Hybrid working (The position may involve periods of extensive travel overseas.) Our Opportunity 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. Roles & Responsibilities The job holder shall support the IAS UK Service Delivery function by: Providing 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. Undertaking full responsibility for Lead End User interface across all aspects of Product Support and at all levels of seniority. Providing expert guidance into the design, development of each support element, including the transition of prime equipment into service. Acting as the lead customer interface for all Product Support related issues, and ensuring that customer requirements are clearly understood, defined and customer satisfaction is delivered. Providing support to design, development and delivery of Product support including Training and Technical publications across all support aspects. Leading investigations into, and resolution of system operational and performance issues, ensuring suitability of any resultant actions. Liaising with OEM/DA, Training Team, Customer and End Users regarding future missile and platform software upgrades and their implementation. Providing technical advice relating to the concept of use and concept of operation both at the individual and collective systems of systems level. About you: It is essential that the job-holder has: 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. The jobholder must display strong leadership and motivational qualities to direct and achieve results from teams of people over whom he has no direct authority. The jobholder is required to be assertive but approachable with good interpersonal, presentation and communication skills. Elements of the role will involve working overseas and will involve liaison with many levels of staff within the Overseas Support infrastructure, UK Government and British forces staff. It will also require the jobholder to develop an understanding of local customs and relationships and can work in an autonomous manner for sustained periods overseas. The environment in which overseas support & services and range support are delivered is often uncertain. This jobholder needs to be flexible and able to adapt in order to manage and deliver high quality services. The jobholder will face complex situations, problems and will be required to develop a clear understanding of the position before selecting a course of action. In doing so the jobholder will rely on accumulated knowledge and experience. The position requires the ability to influence the customer perception of the company products and services and deal with customer problems in an autonomous manner It is desirable that the jobholder: Is competent in developing, planning and delivering Product Support solutions, and interfacing effectively with IAS UK customers, including senior military personnel. Has a detailed practical knowledge of a range of THALES products and sufficient experience to conduct practical technical support on system operation, equipment maintenance, detailed testing, trouble shooting and setting to work procedures. Has the ability to adapt the approach and methods when confronted with changing circumstances overseas, e.g. varying technical competence of the Customer, language difficulties, poor facilities, etc. Security Clearance statement: Due to the nature of the work that we do at Thales, many of our roles are subject to security restrictions. This role requires you to achieve Security Clearance (SC) without any caveats. It would be advantageous if currently held, however, if not currently held, it is a requirement that the successful applicant 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. 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) 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 matter to us and that’s why we offer you the flexibility to do what’s important to you. Where possible, we support a working pattern that suits your lifestyle and helps you reach your ambitions. Other Benefits: On offer is a competitive salary and benefits package, which includes; Annual Performance Bonus Matched Pension up to 7% 201hrs annual leave (Plus Bank Holidays) Life Cover equivalent to 2X times annual salary 24/7 Employee Assistance Program and access to mental wellbeing app Employee discount shopping schemes on major brands and retailers Gym membership discounts Thales is an equal opportunities employer and diversity and inclusion are integral to the success of Thales. #LI-RS1 At Thales, we ensure equal opportunities, pay and working conditions for all. The benefits we offer include private medical insurance, buying or selling annual leave, cycle to work schemes, employee discounts, paid volunteering day, stocks and shares, annual bonus and much more depending on the role. Read more about our benefits here. We are committed to creating a workplace where everyone feels valued for who they are and the unique strengths they bring. Discover more about our programmes, employee networks, wellbeing policies, and inclusive features here. If this role isn’t quite right for you, we encourage you to join our talent community where your details will be shared with our recruitment teams for other potential opportunities. Join the Talent Community here. Join Thales in the UK – Innovate with us and shape the future!