Service Delivery Manager MSET

Service Delivery Manager MSET

Location: Templecombe, hybrid working with 3 days in the office

Looking to be part of a dynamic team impacting millions daily for a safer, better world? Join us! We offer full product and project lifecycles, fostering growth and support every step of the way.

What the role has to offer

• Play a pivotal role in improving the availability of Submarine Sonar systems and maximising our customers days at sea
• Manage multiple contracts and working together with various internal functions (such as Commercial and Finance) to not only delight the customer but also achieve the aims of the organisation
• Work with a team where your career development and progression will be supported

Our Opportunity

Many roles at Thales are subject to security restrictions. This position requires SC Clearance, which is advantageous if already held. If not, the successful applicant must obtain and maintain SC Clearance. Candidates need to be eligible for the necessary security clearance due to data classification of UK Secret.

Reporting to the UWS Programme Manager, the Service Delivery Manager (SDM) will oversee service contracts including Submarine Sonar Support (2054 Sonar, AJU/AJN, Misc. Comms) within the Maritime Sensor Enhancement Team (MSET) programme. They will manage Work Packages, ensure KPIs are met, work with the Pillar Lead and teams, engage stakeholders to improve service quality and costs, and support hybrid work from Templecombe, Somerset. Experience in complex military service projects is preferred.

The SDM is responsible for planning, executing, and controlling projects, managing scope, resources, budget, and outcomes. Acting as the key customer interface, they translate needs into solutions with internal teams. The role includes project performance reporting and decision-making to ensure customer satisfaction, with support and guidance readily available. The ideal candidate will excel in resource coordination, budget management, risk assessment, and stakeholder engagement. You will have customer service experience, handle demanding situations effectively, and manage complex military service projects. Applicants can include experienced service delivery managers, new project managers, or project controllers aiming to advance in service delivery.

Building a Future, we can all trust.

The Underwater Systems Business Line (UWS BL) specializes in underwater systems, focusing on sonars for submarines, surface vessels, helicopters, and maritime patrol aircraft; mine countermeasures systems; acoustic homing heads for torpedoes; underwater security; and support services. With over 50 years of experience in undersea warfare, UWS is a global leader and key exporter of sonars and related systems for navies. The BL offers a diverse range of products for submarines, surface vessels, mine-countermeasures vessels, unmanned vehicles, and aircraft.

What we offer you

• Performance related annual bonus (VCP)
• Pension – match like-for-like up to 7% of annual base salary
• Life Assurance – 2 x base salary minimum (8 x salary if part of the pension scheme)
• Income Protection – 50% of salary less state benefits for 5 years
• Annual Leave – 201 hours, bank holidays, plus 1 company day
• Private Medical Insurance - Couples cover
• Half day every Friday, usually finishing around 1:00pm
• 24/7 Employee Assistance Programme
• 24 hours paid leave for volunteering activities
• Access to flexible benefits and discounts – dental insurance, buying & selling annual leave, cycle to work, and many more

Key Responsibilities and Tasks

• Assist Pillar Lead with programme reporting and financial analysis
• Manage out-of-scope contracts and prepare support proposals
• Use Thales Reporting Portal and business tools for data, Work Breakdown Structures, and quotations
• Support project planning, execution, and governance compliance
• Update Primavera schedules and track activities via management plans
• Identify risks and prepare contract reports
• Contribute to sales, cash, and margin growth
• Manage stock, obsolescence, procurement, manufacturing, and repairs
• Improve Pillar processes and handle Change Management
• Communicate issues and opportunities across sites to operations teams

About You

At Thales, we are committed to equal opportunities and welcome all talented individuals to consider joining our team. So even if you don't match every statement below but feel you have some of the experience, knowledge or skills needed for this role, we encourage you to apply. It will take all of us working together to deliver solutions to the world's most critical challenges.

• Proven relevant experience in a similar role and/ or degree or equivalent preferably in technical/business field with strong project management skills
• In-depth project management knowledge, APM preferred
• Proficient in Oracle, awareness of Primavera, bids, RFQs, and SOWs
• Experience with defence/military customers and MoD processes
• Familiarity with Royal Navy Sensor Systems, Integrated Logistic Support, and complex project finance
• Skilled in risk/opportunity management and improving customer performance
• Proven leadership in recovering underperforming projects
• Effective team leader who adapts under pressure and multitasks
• Builds trust through confident communication and stakeholder collaboration
• Strong commercial, financial awareness, and proactive customer focus

Join our team to spearhead impactful initiatives and foster success in project delivery!

Security Clearance Statement - UKEO British (UK Eyes Only British)

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 be a sole British National from birth and 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 National security vetting: clearance levels - GOV.UK

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!