Job Title: Customer Support Centre Programme Manager (Global Sensors)
Req ID: 128442BR
Summary of Role:
Raytheon UK is a leading defence & aerospace company and is looking for a dynamic and high performing individual for the role of Programme Manager within its Customer Support Business. This is a complex and challenging role that will be highly rewarding and high profile, with extensive communication and interfacing with customers home and abroad, demanding excellent interpersonal skills and high levels of energy and stamina. The work location will be based out of our Harlow facility with visits to other Raytheon and customer facilities.
The successful candidate will have a service oriented approach to manage the operations of the customer support centre and assist in the development and expansion of customer support within the defence business.
The Customer Support Centre currently provides 4 key services to both internal and external customers – Post Design Services, Spares and Repairs Services and Material Services (Goods-in/out, Packing and Stores).
This Operations role includes the planning and coordination of resources (including external suppliers) to execute the service requests either directly from customers or in support of projects managed elsewhere within the RSL business. The role requires the candidate to learn and use the company’s Enterprise Resource Planning system (currently SAP) to manage both contract and material movement of all aspects of each project.
A key part of this role will be the development of appropriate processes, Service Level Agreements (SLAs), Operational Level Agreements (OLAs), Supplier Agreements and associated visual reporting metrics to improve oversight and management of operations.
The successful candidate will report to the Customer Support Operations Manager and also work with the Customer Support management team to expand the customer business through development of relationships with both existing and new customers.
The Programme Manager is required to:
•Deliver programme excellence in the eyes of the customer
•Develop strong relationships with Customers and key suppliers to ensure that they are meeting their commitments
•Review and report progress of current projects
•Track costs against progress and have budget accountability
•Manage the resources to identify business and project risks and opportunities and to quantify and produce mitigation, capture and contingency plans
•Ensure that business goals, objectives and strategy are clearly communicated to the team and that the team are motivated to perform and deliver requirements
•Ensure that effective project management in accordance with Raytheon UK process is applied and maintained in the execution and delivery of programme requirements
•Support business growth (organic & new) through identification, capture and execution of new business opportunities.
•Prepare proposals working with the other Global Sensors business areas as necessary
•Work with functional managers to ensure that appropriate resources are available and allocated to support the programme.
The successful Candidate will require:
•Established leadership skills and proactive team builder with experience of leading multi-discipline teams
•Strong interpersonal skills, team motivator capable of building relationships with peers and Customers
•Ability to communicate in verbal, written and presentational forms.
•Ability to lead problem solving of complex issues across discipline boundaries
•Ability to negotiate & influence
•Motivated and able to adapt to the fast moving pace of supporting high tempo operations, with energy and drive
•Ability to manage and work within agreed timescales and task budgets, and deliver on commitments
•Ability to use their initiative to identify opportunities to suggest process and performance improvements in order to enhance the service provided to the customer.
•Experience in the principles of Project/Task based Management, Risk Management, MS Project, Programme Performance Reviews and Cost Account Management
•Ability to identify and understand technical programme issues, to summarise and identify key concerns and follow through with the development and execution a corrective action plan to resolve the issues.
•Ability to rapidly assimilate information, culture and process to bring to maximum effect in a short space of time.
•Engineering or Business Degree or equivalent qualification
•Demonstrated proficiency in the Customer Support environment
•Experience of working with multi-disciplined teams
•Ability to help shape and produce winning bids into the customer
•Capable of managing and motivating a diverse team
•Bid and Proposal Management
•Member of a relevant Engineering or Programme Management Professional institution
•Experience of dealing with UK MOD
•A Raytheon PL Certified PM