Head of Services Operations and Performance

Location: Crawley, United Kingdom

In fast changing markets, customers worldwide rely on Thales. Thales is a business where brilliant people from all over the world come together to share ideas and inspire each other. In aerospace, transportation, defence, security and space, our architects design innovative solutions that make our tomorrow's possible.

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.

**Job title: Head of Services Operations and Performance**(1 year fixed-term)

**Location: Crawley**

Are you a dynamic leader with a passion for driving strategic innovation and operational performance? Do you thrive in environments where you can make a significant impact on customer satisfaction and team development? If so, we have an exciting opportunity for you

Role Overview: We are seeking a visionary leader to oversee and inspire a diverse team of 150 professionals dedicated to Asset Management, Field Service Engineering, Product Support, and Sale Order Management. Your leadership will be pivotal in creating a safe, integrity-driven work environment while actively participating in the personal and professional growth of your team.

Strategic Leadership & Continuous Improvement:

- Shape and execute strategic and capability plans to enhance Customer Service Delivery.
- Champion Lean Six Sigma and other operational competitiveness practices to drive efficiency and innovation.
- Cultivate dedicated teams to ensure outstanding Customer Satisfaction and enhanced performance.
- Foster the exchange of best practices and leverage synergies across Thales UK CBU’s, Domains, and Support Functions.

Delivery Excellence:

- Ensure and exceed all SLAs and KPIs for our contracted Services Delivery Operations.
- Align with the strategic goals set by the Services Director of Thales UK.
- Lead transformational activities that secure lasting growth, delighting our customers and fortifying our infrastructure.

**Key duties**:
**Support to Programs**:

- To deliver customer services operations and show with evidence that they are successful and timely
- To support forward planning activities for Services activities and to support the generation of relevant planning in Industry, Procurement, Trade compliance and logistics.
- To support the generation of cost and schedule information and manage the review of that data, ensuring great performance.
- To ensure service activities are delivered on time and to budget, managing work packages and cost centres where required and reporting regularly to TUK Services Director.
- To take responsibility for Service Solution Architecture team, ensuring currency and continual improvement of service design
- To take responsibility to professionalise the Service Delivery Management team, specialising in co-ordination of SCC / Support functions to guarantee effective and efficient delivery
- To identify, manage and mitigate any services capability deficiencies to de-risk successful delivery through implementation of transformation projects
- To build, project and promote a positive image of Services and our strategy/delivery
- To promote and ensure best practice in Services Activities

**Development of Staff**:

- To support team building, within and outside your usual job family and relationships.
- To support a pro-active, 'can-do' attitude within the services Function and encourage innovative thinking.
- To assist in the development of your colleagues
- To knowledge share and consent to shadowing
- To develop your own knowledge constantly and demonstrate this
- Test and iterate new ways of working with the Services Operations team to improve effectiveness and employee engagement scores

**Development of Function**:

- To provide feedback on the efficiency and effectiveness of the function.
- To propose interventions that will result in a better result for Thales, always to question why and seek efficiency across the UK.
- To create solutions in a manner consistent with Chorus II.
- To participate in the selection design and validation of new tools or approaches.

**Process and Techniques**:

- To propose and deliver enhancements to Services Processes and techniques to ensure great customer outcomes.
- To be familiar with and adhere to the processes and techniques employed by the Function.
- To support the review of the processes and techniques to ensure effici