Service Efficiency Lead (F / H)

THALES UK are looking to recruit a proactive Service Efficiency Lead to support the business to deliver a new and exciting UK project with the Digital Identity & Security business line. In this role, you will be responsible for defining, designing, and implementing KPI's and Metrics to improve the efficiency and effectiveness of Central Service Hub and the overall worldwide Projects & Services organization. The Service Efficiency Lead will identify areas of improvement, streamline processes and maintain regional skill mapping and customer satisfaction by leading customer satisfaction survey plans for Services as well as related improvement plans in collaboration with other regions. Key tasks/Responsibilities:

• Collect and analyse Regional needs and requirements.
• Define tools related to configuration management, enabling spares management, skills
management and any tools needed to service management and efficiency.
• Rationalize the number of tools used by regions to enable data consolidation / data lakes.
• Deploy and train Regions on selected reference tools.
• Be recognized as ITIL Subject Matter Expert.
• Be part of the definition and set up new processes whenever needed.
• Propose tailoring guidelines applicable to existing processes to reduce redundancy, enhance speed in maintaining/improving
• Organize training on process, improvement and best practices.
• Stay up to date with Service industry trends and best practices in order to continuously
improve hub operations and incorporate relevant insights into the organization's approach
• Monitor Service related Key Performance Indicators (KPI's) eg. ticket backlog evolution,
SLA breach, Outage, Penalty, Service margin etc.
• Monitor Product + ESG related KPI's defined under the responsibility of the Service
domain lead.
• Define and implement improvements, leading overall performance improvement plans
and efficiency programs
• Analyse Data to identify common issues, lead Root Cause Analysis and propose related
action plans
• Gather QoS (Quality of Service ) data per type of product/solution and perform analysis
to implement improvement plans
• Implement risk management at central level to minimize operational risks
• Lead Customer satisfaction surveys in the field of Services, monitor the implementation
of improvement Plans
• Manage customer requests and complaints escalated at central level, resolving issues
with full support and in coordination with regional teams
• Foster a culture of continuous improvement within the deployment and support team and
across relevant functions.
• Drive Regional Skills assessment, map worldwide skills and implement skills
development plans in coordination with experts and regions


• Bachelor's degree in business administration or equivalent, Management, or a related field or suitably qualified by experience.
• Strong knowledge of ITIL and ITIL certification.
• Strong Knowledge of Business Intelligence tools like Power BI.
• Strong Knowledge of Service Environment.
• Proficiency in using service management software and tools.
• Strong leadership and functional team management skills.
• Excellent communication and interpersonal skills.
• Strong analytical and problem-solving abilities.
  
  Thales people architect identity management and data protection solutions at the heart of digital security. Business and governments rely on us to bring trust to the billons of digital interactions they have with people. Our technologies and services help banks exchange funds, people cross borders, energy become smarter and much more. More than 30,000 organizations already rely on us to verify the identities of people and things, grant access to digital services, analyze vast quantities of information and encrypt data to make the connected world more secure.
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. Service Efficiency Lead Reading or UK Wide From secure software to biometrics and encryption, Digital Identity & Security (DIS) technologies and services enable businesses and governments to authenticate identities and protect data so they stay safe and connected. What the role has to offer
• A chance to grow the role and your career in the direction that suits you.
• Highly visible and impactful role which with interesting and exciting opportunities.
• Chance to work internationally across various regions and encourage cohesion and unity., This role requires SC Clearance in which you will need to satisfy the criteria for application, please refer to the UKSV website for more information.
Due to the nature of the work that we do at Thales, many of our roles are subject to security restrictions. This role requires Security Clearance (SC). 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. Please visit the UKSV website 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. 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 variety 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. Thales is an equal opportunities employer and diversity and inclusion are integral to the success of Thales 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.