Service Delivery Manager

Thales people provide armed forces customers with operational advantage at every decisive moment throughout the mission. Defence and armed forces customers rely on us to deliver the full range of defence mission systems solutions at land, sea, and air. Our platforms extend across the battlespace including Above and Sonar, Electronic Combat, and Intelligence, Surveillance and Reconnaissance systems.

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 Delivery Manager

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

Would you like to work with a portfolio which provides the full range of product and project lifecycles, from development to support that impacts the lives of millions of people each day to make life better and keep us safer? Do you want to be part of a team that will support your learning, development and progression? Then look no further…

What the role has to offer

• Become the single point of contact for the Customer into the Thales organisation.
• 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

We are seeking a Service Delivery Manager (SDM) to report to the UWS Services Head, overseeing project management for various service contracts within the Underwater Services (UWS) Portfolio, particularly those involved in military service projects. UWS specializes in underwater systems such as sonars for submarines and mine countermeasure systems. This role allows for hybrid working from our Templecombe (Somerset) office.

The SDM will ensure project performance by planning, executing, monitoring, and controlling all aspects, including scope, resources, budget, and project outcomes. You will serve as the primary interface with key customers, translating their needs into solutions while managing both internal and external project performance and reporting. Ideal candidates will excel in resource coordination, budget management, tracking progress, and stakeholder engagement, with strong risk assessment and problem-solving skills. Experience in military service contracts and managing complex projects is essential. We welcome applications from current service delivery managers, emerging project managers, and project controllers or assistants looking to advance their careers in service delivery.

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.

Join our team to spearhead impactful initiatives and foster success in project 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 can offer you

We offer a competitive salary and benefits package designed to support our employees’ wellbeing and profession growth our offering includes:

• Comprehensive Benefits and Employee Wellbeing: Prioritizing the health and wellbeing of our employees is fundamental to our operations.
• Positive Company Culture: We foster a progressive, supportive, inclusive, and transparent work environment, characterized by collaboration and diverse leadership teams.
• Flexible Working Arrangements: We offer options for flexible and part-time working to better accommodate our employees' needs.
• Recognition as a Premier Employer: In 2025, we were honoured to be recognized by Glassdoor as one of the top best places to work in the UK.
• Career Development Opportunities: We are committed to your growth through various training avenues, mentoring, and leadership programs.
• End-of-Week Flexibility: Our employees enjoy a half-day on Fridays, typically concluding by 1:00 PM.
• Pension Scheme: We offer a robust pension scheme to help secure your financial future.
• Generous Annual Leave: Employees receive 28 days of annual leave in addition to statutory bank holidays.
• 24/7 Employee Assistance Program: Access to an Employee Assistance Program and a mental wellbeing app is available around the clock.
• Exclusive Employee Discounts: Enjoy shopping discounts on major brands and retailers.
• Gym Membership Discounts: Benefit from discounts on gym memberships to promote a healthy lifestyle.

We believe these offerings reflect our commitment to creating a rewarding and fulfilling workplace for all employees.

Key Responsibilities and Tasks

• Own all service aspects of contract scope, ensuring accountable project delivery and performance.
• Manage internal and external reporting, focusing on performance, timely delivery, quality, and financial controls. Oversee finances related to resources and materials while providing leadership to the project team.
• Handle project delivery metrics, addressing complexities with actionable plans, and ensure adherence to SLAs and KPIs for high customer satisfaction while managing risks with mitigation strategies.
• Optimize delivery, engage in lessons learned, and collaborate with multifunctional stakeholders.
• Manage resources for contract performance and navigate engineering and commercial tasks in collaboration with procurement.
• Align with quality requirements, escalate issues as needed, and support bids and audits while executing project management tasks. Ensure compliance with H&S regulations and monitor financial targets, maintaining regular communication with stakeholders.
• Manage customer relationships, present project performance to diverse audiences, and collaborate across functions. Guide team members in their daily activities through leadership and mentorship, ensuring project performance aligns with Thales standards.
• Develop clear service and program delivery plans using project management principles, fostering a customer-centric culture and assessing business performance for continual improvement. Review performance levels for timely, quality outcomes and inspire teams in challenging situations.

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.

• Ability to efficiently manage complex projects and diverse customer requirements.
• In-depth knowledge of project management principles; APMP qualification preferred.
• Proficient in resource and schedule planning tools like Oracle and Primavera.
• Experienced in bids, RFQs, and SOWs, with a knack for early issue identification.
• Experience with defense organizations is advantageous, coupled with excellent interpersonal skills.
• Skilled in managing complex projects and finances, including detailed reports. Strong risk and opportunity management ability, with a proven record of enhancing customer performance through feedback.
• Demonstrated leadership in recovering underperforming projects in terms of quality, cost, and schedule. Capable of leading teams, managing resources, and adapting to change while multitasking under pressure.
• Builds trust and collaboration through confident communication with staff and stakeholders. Possesses broad commercial and financial awareness with sound judgment in managing project constraints.
• Strong focus on customer relationships with proactive problem-solving and decision-making capabilities.

Security Clearance Statement

This role will require SC Clearance. It would be advantageous if currently held, however, if not currently held, it is a requirement that the successful applicant will undergo, achieve, and maintain SC Clearance. 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.

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)