Through Life Systems Manager

About the role

Providing the support and maintenance layer to our globally deployed maritime systems, ensuring exceptional operational performance and continuous improvement. This role involves managing support workflows, tasking of preventative and corrective maintenance and our in-country partners to ensure that the high-level up-time performance for our systems is maintained for all equipment. Scope of equipment includes all national network, infrastructure, sensors and command centre facilities. This is a new role with significant responsibilities.

Responsibilities

• Setting up and running of a through-life asset management system for key SRT equipment
• Ensuring that our globally deployed systems are supported and maintained throughout their contracted sustainment period (typically 10 years) to agreed service levels and in-line with manufacturers or SRT’s directions
• Managing our task management system (Zuper) to ensure our in-country support carry out efficient, comprehensive scheduling, direction and reporting of planned and unplanned maintenance and support
• Overseeing the effective use of our Zendesk ticketing system to ensure efficient issue management through to resolution
• Act as an escalation point, ensuring swift resolution while maintaining high customer satisfaction levels in line with SLAs
• Serve as the primary liaison between Through-Life Systems Support and other departments, facilitating effective communication and collaboration for both UK and in-country operations
• Drive timely resolution of Support Level 3 support tickets and project issues, ensuring high standards of service delivery
• Develop and implement long-term support and maintenance strategies to meet evolving customer needs
• Oversee key performance metrics such as SLAs, response times, and resolution rates. Identify areas for improvement and implement strategic initiatives to optimise support operations
• Collaborate proactively with SRT and third-party teams to ensure equipment and systems are maintained according to contractual and SLA commitments
• Represent your department during weekly review meetings, highlighting risks and resource needs
• Lead weekly meetings with in-country partners, project managers, and customer success teams to review open support tickets and operational challenges
• Manage project and software handover processes, ensuring readiness and proper training before transfer to the sustainability phase
• Prepare and deliver comprehensive reports and strategic updates to senior management regarding support performance, project status, and ongoing initiatives, as appropriate

Skills & Experience

• Bachelor's degree in engineering, science, business, or IT, alongside several years of practical experience in this field
• Customer-focused mindset with a commitment to continuous improvement
• Proven experience in a through-life support role, preferably in technical or project-driven environments
• Strong knowledge of global service desk management
• Strong problem-solving, communication, and stakeholder management skills
• Appreciation of cultural differences in overseas territories and ability to communicate well with customers and advisors overseas

Benefits

• Highly Competitive Salary
• Private Healthcare
• Matched pension up to 5% company contribution

This role will require occasional overseas travel as required by the business.