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Support Manager


Bristol, United Kingdom

The Sensors Support Optimisation Programme (SSOP) is a 10-year availability contract placed by the UK Ministry of Defence on THALES UK for support services to RN Sonar, Electronic Surveillance Equipment, and Visual Systems. The contract is managed through an enterprise arrangement where the Thales Project Office is co- located with the customer within MOD Abbey Wood.
Delivery is undertaken via a number of key Thales sites located throughout the UK, with the addition of a permanent Thales presence at the 3 main RN Naval Bases within the UK. SSOP is a 24/7 worldwide support contract with a pedigree dating back to 2003, focussed on delivering VFM for the customer whilst improving overall contract performance through optimisation.

We are currently recruiting for a talented Support Manager based in Abbey Wood to take responsibility for the technical and support actions required to resolve incoming queries and tasks to ensure we achieve our contractual SLAs and KPIs.

Key duties and responsibilities:
•Investigate all technical and project related queries and place or progress tasks as required to provide a resolution within target time scales.
•Monitor and progress all urgent spares demands, repair tasks and requests for assistance.
•Ensure that a timely and appropriate response is given to all helpdesk queries.
•Liaise with the Supply Chain Managers and authorise stock purchase and repair activity within delegated limits of liability.
•Pro-actively manage the optimisation of stock levels with the assistance of Supply Chain Managers.
•Progress repairs and other relevant sub-contractor activity in order to meet performance deadlines.
•Plan and manage all modifications to Sonar and visual systems within their remit.
•Pro-actively manage obsolescence of Sonar and visual systems within their remit
•Act as the primary point of contact for those systems within his remit.
•Assist the Data Manager in the compilation of performance data for Monthly reports.
•Identify and report any potential cost savings measures through the Service Delivery Manager.
•Identify and report any potential Business opportunities through the Service Delivery Manager.
•Ensure that an equipment ‘Safety management System’ is maintained in accordance with the UEWPT, for all systems supported by this role.

Skills and experience required:
•Proven Project Management capability.
•Experience working in an MoD Support Environment.
•Understanding of Royal Navy (RN) Support Requirements.
•Appropriate Technical background.
•Ability to establish and meet deadlines, multi-task and prioritise
•Excellent communication skills able to convey information to a variety of stakeholders at all levels.
•Recognised Engineering Qualification or extensive experience.

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