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Service and Support Manager (NF098)

We are currently looking for a Service and Support Manager to manage and grow Roke's Service and Support business through the support of Roke products and development of a support offering to other Chemring Companies.

This role extends across the whole lifecycle from preparation of bids through customer negotiation to service delivery and is responsible for sales, profit and cashflow of Service & Support Activities and ensuring the department operates within budget. Working closely with the Board of Management, Business Sector Managers, Technology Centre Managers, Product Delivery teams, Customers, Suppliers and Partners, Bid Managers and Account Managers.

Tasks

  • Leadership and Direction
    Developing a Business Plan and 5 year Strategy for the Services and Support Function and leading the Services and Support function effectively, providing clear direction and ensuring the department is working to common goals and meeting the Roke vision and strategy.
  • Line Management
    Leading and developing direct reports within Services and Support to ensure maximum productivity and effectiveness, providing clear direction and act as a coach for direct reports. Ensuring that the support team is correctly resourced and that the members of the support team have the correct training to fulfill the tasks asked of them.
  • Customer Service/Support Strategy
    Supporting and being a point of escalation for your direct report service delivery managers in their day-to-day management of existing support and training commitments. Preparing Service & Support bids and building relationships with existing customers and developing new service business opportunities.
  • Identification of New Business Opportunities
  • Customer Relationship Management
    Representing Roke to Senior Levels of management in key customers, developing the support business relationship with those customers working with Business Sector and Account managers. Ensuring optimum service delivery and achieving targeted customer satisfaction levels through direct report service delivery managers and identifying future growth opportunities with existing customers.
  • Internal Networking
  • Financial Management
    Monitoring the financial performance of areas of responsibility, reviewing and developing the budget necessary to deliver revenue and profit targets for the customer support operation.
  • Negotiations
    Negotiating working arrangements with new and potential business partners, bringing suitable business deals to conclusion. Producing proposals for support for inclusion in bids and deliver cost proposals for those bids.
  • Quality Assurance and Compliance

Experience

  • Extensive experience in technology based companies at manager level
  • Proven experience in the delivery and development of a product services and support function
  • Experience in covering different functional areas including technical, projects, products and services.
  • Direct experience of identifying and winning business opportunities
  • General management experience exhibiting the ability to lead a multi level team and develop their capabilities
  • Experience of working with customers in diverse cultures
  • Degree qualified or equivalent preferably in engineering/computer sciences or related discipline.

Desirable

  • Ideally experience in the national Security and Defence areas.

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