Location: London, United Kingdom
Thales people architect solutions that support 85 million mainline and suburban passenger journeys, worldwide, every day. Our Rail Signalling and Communication systems are used on metro lines across major cities, and 72,000 kms of route, 52,000 trains per day in 16 countries are controlled by our Traffic Management Systems. Together We deployed the first-ever nationwide ticketing system which processes over 50 million ticketing transactions in 100 cities daily.
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 five major industries; Aerospace, Defence, Ground Transportation, 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.
Ground Transportation Systems UK (GTS) are helping to shape the future of the rail industry in the UK. We specialise in signalling and communication, collaborating with the biggest names in the industry to deliver the rail of the future. This role is expected to transition to Hitachi Rail as part of the transfer of ownership of GTS from Thales.
Our Opportunity
We are currently looking for a Customer Operations Manager to step into the management team within the Service Operations team based in London. The existing post holder is retiring and with this comes an opportunity to lead a team, contribute to our continuous improvement and act as the customer champion, taking forward their concerns and addressing their questions as well as reviewing our performance, addressing mitigations and improvements and reviewing our internal KPI’s.
You will understand the impact this role has with our customers, how decisions made within this position will influence our partnerships and reputation, and you will be adept at building robust relationships built on trust.
This role will be London based, where we have offices in St Katherine’s Dock, Waterloo, Stratford. Beckton and Crawley. The role mainly operates out of the customer office in Southwark and smart working is limited as this is an operational role.
Key Responsibilities:
You will be accountable for ensuring the day-to-day customer deliverables, with emphasis on quality, improvements, compliance and service transition across the whole lifecycle. At all times, the post holder will promote a culture of safety.
- Support a team of Duty Operations Managers (DOMs) efficiently to ensure they carry out the application of best practice providing a comprehensive and courteous interface
- Ensure that the Operational teams are following correct procedures for fault management
- Review trend analysis to identify and resolve potential operational issues
- Work closely with the Service Managers/Project Manager to ensure a seamless experience into Services for the Customer
- Ensure all contracts meet contractual KPI’s.
- Work with the Service Delivery Managers to continually improve our delivery, reduce service credits and the cost of non-quality
- Provide guidance on handling of sensitive customer service issues
- Work with the Quality team to ensure that all accreditation is maintained and implement business improvement initiatives, primarily ITIL and ISO200001 Quality Standards
- Undertake and participate as necessary in lessons learnt exercises, root cause analysis (RCA) and trend analysis activities to ascertain reasons for fault failure
- Support with the management of the Business Continuity and Risk Plans for the Service Centre and ensure mitigation plans are developed and implemented
- Act as the gatekeeper for the Service Transition ensuring that internal acceptance procedures are adhered to and that Service Operations are represented throughout the service and pre-service Chorus 2 procedures
Technical Skills and Experience
- Experience in a Services environment and understanding of customer needs
- Good understanding of ITIL process management principles in the context of Service Management
- Experience of working cross-functionally with multi-disciplinary teams
Human Skills
- Disciplined, self-organised and self-motivated to learn and improve self and others in a busy and changing working environment
- Ability to negotiate and influence key stakeholders
- Able to communicate at all levels including senior management and Directors
- Outstanding interpersonal skills capable of communicating effectively and confidently at all levels
Qualifications:
- Qualified to ONC/HNC level/ or equivalent
What We Can Offer
We’re committed to giving you opportunities to be your best. We believe in embracing the passion and potential of our people, and to achieve this we offer market leading training, development and experiences, along with the opportunity to be mentored and coached by some of the smartest minds in the industry. We hire from within as our first priority, so you’ll have a myriad of opportunities within our diverse, global organisation.
Flexibility
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.
GTS UK is an equal opportunities employer and diversity and inclusion are integral to the success of GTS UK.
In line with Thales' Baseline Security requirements, candidates will be asked to provide evidence of identity, eligibility to work in the UK and employment and/or education history for up to three years. Some vacancies may require full Security Clearance which can require further evidence to be provided. For further details of the evidence required to apply for Baseline and Security Clearance please refer to the Defence Business Services National Security Vetting (DBS NSV) Agency.
At Thales we provide CAREERS and not only jobs. With Thales employing 80,000 employees in 68 countries our mobility policy enables thousands of employees each year to develop their careers at home and abroad, in their existing areas of expertise or by branching out into new fields. Together we believe that embracing flexibility is a smarter way of working.
Thales UK is committed to providing an inclusive and barrier-free recruitment process. We will provide reasonable adjustments and support to ensure neuro-diverse applicants or those with a disability or long-term condition can be their best during the recruitment process. To request an adjustment, if you need this job advert in an alternative format or if you have any questions about the recruitment process, please contact
Resourcing Ops
for mid to senior roles, or the
Early Careers Team
for graduate and apprentice roles.
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