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Service Manager

Hull, United Kingdom of Great Britain and Northern Ireland
Closing date
3 December 2020
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Job Description

Role: UK Service Manager

Location: Hull, UK


At Saab, we constantly look ahead and push boundaries for what is considered technically possible. We collaborate with colleagues around the world who all share our challenge – to make the world a safer place.

About Saab

Saab is a global defence and security company operating in the fields of air, land and naval defence, civil security and commercial aeronautics. We number 14,700 employees and have operations on all continents. Technologically we are leaders in many areas, and one-fifth of our earnings are spent on research and development.

Saab is also a company with opportunities. A company where we see diversity as an asset and where you have both considerable responsibility and good opportunities for advancing in your career. But also a company that respects each person’s needs for a rewarding life beyond work.

What you will be a part of

You will be a part of the Public Safety department where we develop, deliver and support software based Command, Control and Communication systems for the civil security area. Our systems are used to streamline, monitor and protect critical flows and operations, which places very high demands on system security and availability.

Our customers include police forces, ambulance services, fire and rescue services, airports, public transport and prisons. Our systems are critical for the business of our customers so the focus is on performance, reliability and configurability. We work closely with our customers and are driven by strong customer and user focus. We adopt an Agile methodology and we aim to constantly develop and work with the latest technology.

Our solutions use up-to-date technology and for the right person the Public Safety department offers enormous opportunities to work with stimulating and challenging work, alongside skilled and dedicated co-workers.

Your role

Your primary focus will be to provide the service delivery of the SAFE solution to the designated customers in the programme.

In addition to this primary role you will also be a part of the UK 24/7 support rota and will be required to assist in project delivery activities and technical knowledge transfer to colleagues.

Reporting to the UK Service Manager you will be responsible for:


  • Incident management
  • Event management
  • Change management
  • ITIL/Service Management processes]

SLA (customer oriented) business relationship

  • Ensuring the current and future service level requirements are identified, understood and recorded in SLA and SLR documents.
  • Identifying changes to the customer environment and technology trends that could impact the type, level or utilisation of services provided.
  • Negotiating and agreeing levels of service to be delivered with the customer, formally documenting these levels of service in SLAs.
  • Ensuring that targets agreed within underpinning contracts are aligned with SLA & SLR targets

Underpinning Contracts (supplier oriented) – Supplier Relationship

  • Lifecycle management of underpinning contracts
  • Ensuring correct fulfilment of contracts by the external suppliers
  • Ensuring that value for money is obtained from all IT suppliers and contracts
  • Maintaining and reviewing a supplier and contract management information system
  • Ensuring that all roles and relationships between lead and any sub-contracted suppliers are documented, maintained and subject to contractual agreement
  • Ensuring changes are assessed for their impact on suppliers, supporting services and contracts and attending CAB meetings when appropriate
  • Ensuring correct fulfilment of contracts by the external suppliers
  • Maintaining a process for dealing with contractual disputes, and ensuring that any disputes are dealt with in an efficient and effective manner
  • Review and valuation of the external suppliers' performance.
  •  Performing contract or SLA reviews at least annually, and ensuring that all contracts are consistent with organizational requirements and standard terms and conditions wherever possible
  • Monitoring, reporting and regularly reviewing supplier performance against targets, identifying improvement actions as appropriate and ensuring these actions are implemented

Operational Level Agreements (operations oriented)

  • Mediating cases where there are conflicting requirements for services from different business units
  • Negotiating and agreeing OLAs and other SLAs and agreements that underpin the SLAs with the customers of the service


  • Assisting with the production and maintenance of an accurate service portfolio, service catalogue, application portfolio and the corresponding maintenance procedures
  • Reviewing service scope, SLAs, OLAs and other agreements on a regular basis, ideally at least annually
  • Mediating in cases where there are conflicting requirements for services from different business units
  • Ensuring that all IT supplier processes are consistent and interface with all corporate supplier strategies, processes and standard terms and conditions
  • Reviewing and making risk assessments of all suppliers and contracts on a regular basis
  • Coordinating and supporting all individual IT supplier and contract managers, ensuring that each supplier/contract has a nominated owner within the service provider organization

Skills and experience required

  • Technical knowledge and experience installing software solutions involving different technologies
  • Excellent ITIL knowledge & experience
  • A good understanding of project finances and reporting
  • Ability to work under pressure and meet tight deadlines

You must hold a UK driving licence to be considered for this role as regular UK travel to customer sites is required.

The position will be subject to passing security clearance.