Effective service delivery, customer SLA management, expert knowledge and practical implementation of the ITIL V3 framework.
Contractual knowledge of Service Level Agreement, OLA, CSF, KPIs and Service Credit structures for specific customer services.
Monitoring and awareness of the overall performance of secure networks customer services
Building service reports, delivering on them and chairing service delivery meetings, following up if service delivery is not meeting expectations.
Ensure incident and problem management is carried out and that key specialist resource is brought in as and when throughout the incident lifecycle.
Manage customer satisfaction, long term interests and service improvement initiatives
Building and maintaining relationships with key internal and external stakeholders
Collaborative working with senior management with input into the CSI Register
Driving contract growth through identifying and exploiting commercial opportunities and change requests within existing customer contracts.

This position requires expert experience in either a service management or technical solution role including some of the following:
Significant experience in service and operational environments working in line with the ITIL V3 Framework and the associated service lifecycles.
Service governance within a recognized process framework ISO20000 and knowledge of Chorus 2 PDCS or similar service management frameworks.
Technical management of subcontract suppliers and vendors
Service Management and development of operational lifecycle processes.
Experience of development and accreditation conforming to external technical standards.
Knowledge of current development and service management tools
Strong technical understanding of IT infrastructure, design and solutions, particularly in IT network services.
Strong financial and commercial awareness.
Experience of working in small and medium sized bids.
Senior Stakeholder engagement experience
Analytical thinker.
Experience of working with large government contracts

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.

Annual Bonus
Matched Pension up to 7%
28 days 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