About the Role

The Customer Services Manager drives sustainable customer service revenue growth and customer satisfaction by securing service-related business opportunities, managing customer support contracts and coordinating lifecycle support solutions for in-service systems. The role serves as the primary interface between customers and internal stakeholders to optimise contract performance, system supportability and long-term customer relationships.

Qualification and experience:

• Minimum Diploma in Engineering; a Bachelor's Degree in Engineering is preferred.
• Minimum 5 years' experience in a customer services, technical support or service contract management environment.
• Experience within a systems engineering, defence, communications or technology-based environment.
• Electronic Warfare (EW) industry knowledge and experience will be advantageous.

Key technical skills:

• Radio Frequency (RF) Communication Principles
• Systems Engineering Methodologies
• Technical Service Sales Management
• Commercial and Technical Proposal Development
• Bid Management
• Customer Support Contract and Service Level Agreement (SLA) Management
• Project and Contract Management
• Integrated Logistic Support (ILS)
• Product Lifecycle Management (PLM)
• Obsolescence Management
• Lifecycle Cost Analysis
• System-Level Technical Support and Maintenance Management
• Spare Parts Planning and Forecasting
• Customer Relationship Management (CRM) Systems
• Service Contract Financial Management and Profitability Analysis

Key responsibilities:

Customer Service Business Development

Develop and secure customer service opportunities through customer engagement, service sales and proposal management to grow the service business and strengthen long-term customer relationships, resulting in sustainable revenue growth, increased order intake and customer retention.

Contract and Service Delivery Management

Manage customer service contracts, support agreements, maintenance programmes, repair activities and lifecycle support initiatives to fulfil contractual, financial and service requirements, resulting in profitable contract execution and high levels of customer satisfaction.

Customer Relationship and Stakeholder Management

Coordinate engagement across customers, technical teams, service departments and business stakeholders to align expectations, resolve service issues and manage delivery performance, resulting in improved customer confidence and effective programme delivery.

Technical and Lifecycle Support Management

Facilitate technical support solutions, obsolescence strategies, Integrated Logistic Support activities and system upgrade initiatives across in-service systems to improve maintainability, operational availability and lifecycle value, resulting in optimised long-term customer support outcomes.

Governance, Reporting and Compliance

Monitor service performance, contract status, financial metrics, risks and compliance requirements while maintaining accurate management reporting to provide visibility and control over customer service activities, resulting in informed decision-making, operational transparency and regulatory compliance.