Service Efficiency Lead (F/H)

Location: Reading, United Kingdom

Thales people architect identity management and data protection solutions at the heart of digital security. Business and governments rely on us to bring trust to the billons of digital interactions they have with people. Our technologies and services help banks exchange funds, people cross borders, energy become smarter and much more. More than 30,000 organizations already rely on us to verify the identities of people and things, grant access to digital services, analyze vast quantities of information and encrypt data to make the connected world more secure.

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 the major industries of Aerospace, Defence, 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.

Service Efficiency Lead

Reading or UK Wide

From secure software to biometrics and encryption, Digital Identity & Security (DIS) technologies and services enable businesses and governments to authenticate identities and protect data so they stay safe and connected.

What the role has to offer                                                                                                             

• A chance to grow the role and your career in the direction that suits you.

• Highly visible and impactful role which with interesting and exciting opportunities.

• Chance to work internationally across various regions and encourage cohesion and unity.

Our Opportunity        

THALES UK are looking to recruit a proactive Service Efficiency Lead to support the business to deliver a new and exciting UK project with the Digital Identity & Security business line. In this role, you will be responsible for defining, designing, and implementing KPI’s and Metrics to  improve  the  efficiency  and  effectiveness  of  Central  Service  Hub  and  the  overall  worldwide  Projects & Services organization. The Service Efficiency Lead will identify areas of improvement, streamline processes and maintain regional skill mapping and customer satisfaction by leading customer satisfaction survey plans for Services as well as related improvement plans in collaboration with other regions.

                                                                                                                                    

Key tasks/Responsibilities:

• Collect and analyse Regional needs and requirements.
• Define tools related to configuration management, enabling spares management, skills
management and any tools needed to service management and efficiency.
• Rationalize the number of tools used by regions to enable data consolidation / data lakes.
• Deploy and train Regions on selected reference tools.
• Be recognized as ITIL Subject Matter Expert.
• Be part of the definition and set up new processes whenever needed.
• Propose tailoring guidelines applicable to existing processes to reduce redundancy, enhance speed in maintaining/improving
• Organize training on process, improvement and best practices.
• Stay up to date with Service industry trends and best practices in order to continuously
improve hub operations and incorporate relevant insights into the organization's approach
• Monitor Service related Key Performance Indicators (KPI’s) eg. ticket backlog evolution,
SLA breach, Outage, Penalty, Service margin etc.
• Monitor  Product  +  ESG  related  KPI’s  defined  under  the  responsibility  of  the  Service
domain lead.
• Define  and  implement  improvements,  leading  overall  performance  improvement  plans
and efficiency programs
• Analyse Data to identify common issues, lead Root Cause Analysis and propose related
action plans
• Gather QoS (Quality of Service ) data per type of  product/solution and perform analysis
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