About Roke
Roke is a world-class engineering and technology company, with a trusted and long-standing record of delivery spanning research & development, products, managed-services and consultancy, serving customers across the globe. The markets Roke operates in are broad but they are frequently cross-cutting at engineering and delivery levels; markets include defence, national security, and intelligence sectors, with diversity being at the centre of Roke’s strategy.
The Opportunity
As a Service Owner your main responsibility is providing a single point of contact for program/contract engagement covering both the managed service and any capability uplift deployed through the delivery function to key customers both in the UK and internationally, liaising regularly with customers, internal stakeholders (including Roke central support functions) and suppliers, to achieve high and consistent levels of customer satisfaction.
Key Responsibilities
- Stakeholder engagement: Engage with customers to build relationships; Manage expectations; Maintain executive sponsorship; Act as the single point of contact across the managed service and capability uplifts (internally and externally); Coordinate and communicate with stakeholders, team members, and external partners.
- Program Governance: Establishing programme governance, ensuring consistency across projects and that deliverables meet the requirements; Accountable for delivering against established business goals and objectives.
- Budget & Resource Management: Develop, own, allocate, track and manage the budgets for projects; Identifying skills required, and resources across projects to ensure efficiency. Work closely with project sponsor, cross-functional teams, and assigned project managers to develop the scope, deliverables, required resources, budget, and schedules; Contribute to associated bids and tenders (PQQ, RFQ, RFP, ITT, SoWs) including estimates as required.
- Cross-Project Coordination: Manage dependencies and interdependencies between multiple projects and the core managed service to prevent bottlenecks and resource conflicts; Plan the overall program and monitor progress; Oversee multiple project teams, ensuring all program goals are reached; Coordinate the Service Delivery Managers and Project Managers, facilitating collaboration between teams; Provide leadership and guidance to project team members; Handle any conflicts or issues that arise within the project team.
- Risk & Issue Management: Identify risks that could impact program success and implement mitigation strategies.
- Performance Tracking & Reporting: Conduct regular team meetings and provide updates on project status; Monitor project performance metrics (ROI, deadlines); Provide clear and timely reports in line with Roke procedures to governance boards and senior leaders. Create and maintain trackers and registers including the RAIDO; Manage escalations where appropriate.
- Program Documentation Management: Manage documentation deliverables required to meet contracted KPIs.
- Support sustainable and profitable business growth through Customer Satisfaction.
- Promote the Roke brand and products so customers, partners and suppliers value our honesty and integrity, and have confidence in our ability to successfully meet their needs.
- Continuous improvement activities such as the enhancement of service procedures and policies.
- Always fully complying with Roke’s published policies and procedures.
- Undertake such other reasonable duties, commensurate with the job holder’s experience and qualifications, as may be required for the smooth operation of the business.
Education and Qualifications
- Degree or HND/HNC qualified
- Project Management knowledge/certification
- ITIL v3 or v4 knowledge/certification
Knowledge, Skills & Experience
- Experience managing key accounts/programs in the Defence sector
- Exceptional skills in leadership, facilitation, organization, and managing budgets
- Experience in managing stakeholders at all levels
- Experience of bids, understanding customer requirements, estimating costs, and know what excellent looks like regarding bid content
Where will you be based?
- Your work will typically be working from Romsey or Woking, with travel to UK customer sites. International travel may be required on an infrequent basis (up to 2 times a year).
Why You Should Join Us
We offer a competitive salary and access to a number of additional flexible benefits, which will cover Health and Wellbeing, Savings and Protection & Life, Leisure and Entertainment.
Roke has a great community of groups with shared interests. These enable people to share ideas and be passionate about tools, technologies & techniques, which interest them.
We are committed to a policy of Equal Opportunity, Diversity and Inclusion. Our working environment is friendly, creative and inclusive and support a diverse work-force and those with additional needs.
Security Information
Due to the nature of this position, we require you to be eligible to achieve UK eyes only DV clearance. As a result, you should be a British Citizen and have resided in the UK for the last 10 years.
