Key Responsibilities
1. Service Performance & Contract Delivery
- Own end‑to‑end delivery of contracted AMS services to Customers.
- Control requirements, costs and schedule during all the contract life cycle
- Manage project quality and customer and stakeholders overall satisfaction
- Manage legal and contractual requirements including handling disputes
- Conduct regular progress review meetings, reporting the project progress to the company senior management
- Manage risks and opportunities
- Ensure all services meet defined SLA and KPI performance metrics.
- Produce and present regular service performance reports, dashboards, and trend analyses.
- Drive proactive service improvements to enhance stability, resilience, and Customer satisfaction.
- Oversee the financial management of contracts by monitoring budgets, controlling costs, and ensuring profitable delivery.
- Continuously identify opportunities to optimize resource allocation, reduce expenses, and improve project margins without compromising service quality and client satisfaction.
2. Customer Relationship & Stakeholder Management
- Act as the primary contact for Customers regarding service delivery, service performance and improvements.
- Lead regular service review meetings, ensuring transparent communication and alignment with Customer expectations.
- Manage escalations and ensure timely, accurate communication during service disruptions.
- Build strong, trust‑based relationships with operational, technical, and commercial stakeholders within Customer organisations.
- Regularly measure customer satisfaction, identify areas for improvement, and implement actionable plans to enhance service quality and client relationships.
3. Incident and Request Management
- Oversee the management of incidents affecting Customer services, ensuring rapid coordination across internal teams and suppliers.
- Ensure root‑cause analysis and corrective actions are completed for all significant events.
- Ensure timely and value-based answers to Customer requests.
- Be actively involved within the change process to ensure modifications to systems or services are controlled, tested, and communicated effectively to Customers.
- Ensure continuity and resilience plans are maintained and tested.
4. Compliance, Safety & Regulatory Alignment
- Ensure service delivery processes align with relevant ATM regulatory frameworks.
- Maintain full compliance with Thales quality standards by implementing consistent processes, conducting regular audits, and driving continuous improvement initiatives.
- Ensure that all service delivery processes strictly adhere to Thales cybersecurity standards and best practices to protect client data and maintain system integrity.
- Support audits, safety assessments, and compliance reporting.
- Maintain accurate service documentation, configuration records, and evidence required for regulatory oversight.
5. Internal Coordination & Service Governance
- Interfaces with internal Services Managers and their service delivery capabilities who are responsible for delivering the various services of the catalogue.
- Manage performance of suppliers delivering components of the delivered services.
- Coordinate internal and external stakeholders to ensure cohesive service delivery for Customers.
- Ensure service readiness prior to new deployments, upgrades, or transitions.
- Support lifecycle planning for systems and services delivered to Customers.
- Contribute to internal governance forums, risk reviews, and service improvement boards.
6. Service Sales & Customer Business Growth
- Proactively engage with Customers to identify opportunities for selling additional AMS services that meet their evolving operational needs.
- Work closely with sales and commercial teams to develop and present compelling service propositions and commercial offers.
- Lead service consultations and discussions with Customers to articulate the benefits, value, and competitive advantage of AMS service offerings.
- Support contract negotiations and renewals by aligning service delivery capabilities with Customer business objectives.
- Foster strong Customer relationships to drive trust, loyalty, and long-term business growth through service adoption and expansion.
Required Skills & Experience
- Proven experience in service delivery, project delivery, operations, or customer management within safety-critical or highly regulated industries such as ATM, aviation, defence, telecommunications, rail, or energy sectors.
- Demonstrated ability to manage complex service environments involving multiple parties and suppliers.
- Excellent communication and stakeholder management skills, with a particular aptitude for engaging operationally focused Customers.
- Strong analytical and problem-solving capabilities focused on driving measurable business outcomes.
- Familiarity with Air Traffic Management (ATM) systems including surveillance, communications, navigation, network infrastructure, command & control systems, or data services.
- Desirable: knowledge and practical application of service management frameworks such as ITIL, CMMI-SVC, or equivalent.
Personal Attributes
- Safety-first mindset with an unwavering commitment to compliance and risk management.
- Customer-centric approach, emphasizing relationship-building and responsiveness.
- Calm, structured, and decisive when managing crises or working under pressure.
- Proactive, continuous improvement-oriented, and willing to challenge the status quo constructively.
- Skilled in influencing and persuading stakeholders without direct authority.
