Operations Manager
Job Reference:
LM People Job Code/Title:
Location:
Programme / Functional Group:
MST11513
E3045I / Project Manager
Havant
MST IS - Postal - Multiple
Description of Business Environment:
The Systems Solutions Business Area is responsible for a number of programmes
across a diverse range of customers in the Commercial market sectors. This is a
growing business environment with a number of existing programmes with follow-on
work and newcapture opportunities. Concurrent complex change programmes within the
department require careful transition into Royal Mail and PostNord operational
environment which is underpinned by Managed Service Agreement (MSA) contracts
with challenging Service Level Agreement (SLA) target.
This MSA supports customer operations 24/7 all year round with a team of first and
second line support staff., Lockheed Martin are responsible for ensuring availability of
processing capability at all of the Mail Centres linked across a federated national
network in the UK for Royal Mail and PostNord in Sweden. Responsiveness and rapid
resolutionof issues in the live operation is fundamental to ensure business success for
our customers. To achieve this a highly integrated working ethos has been established
with our customers over the past 15 years and maintaining this is of paramount
importance. The Operations team is supported by second and third line engineering
teams who are on call to support at any time.
Specific Job Description:
Lockheed Martin is seeking an experienced, ITIL trained Operations Manager to take the
lead of this Operations Centre. A proven track record of driving efficiency into 24/7 IT
support operations with a strong team leadership ethos is required. Lockheed Martin is
committed to evolving the current operation to facilitate other customers coming into the
model in order to realise savings for our current and future customer support contracts.
Driving efficiency into the operational aspects is critical to secure a follow on programme
to the current £100M+ support programme with Royal Mail. This current programme
extends to 2019 and Lockheed Martin is currently in the process of negotiating a follow
on for a period out to 2029. The need to provide a leaner more cost efficient approach is
needed which is still fully compliant to the customer’s Operational needs. The current
system is considered "Best In Class" postal sortation in the world and this must be
maintained.
The successful candidate will also be responsible for coordinating subordinate employee
recruitment, selection and training, performance assessment, work assignments, salary,
and recognition/disciplinary actions. Responsible for the cost, schedule and technical
performance of the operational aspects of all programmes. Participates in the
negotiation of contract and contract changes. Responsible for ensuring change
programmes are executed whilst considering the longer term operational and support
aspects, for example the BAU considerations are built into the change proposals.
Acts as primary customer contact for operational activities, leading review sessions with
customer to discuss performance of the in service systems. Supports establishment of
design concepts, criteria and engineering efforts for Directs the work of employees
assigned to the operational/support elements.
To include:
 A senior role within the department reporting into the Systems Solutions
Programmes Director and the primary point of contact for the day-to-day 24/7
operation and the escalation point for operational issues as and when they arise.
 Accountable for exceeding the contractual SLA targets with strong ITIL knowledge at
least at practitioner level.
 Using strong interpersonal and communication skills to lead a team of around 30
permanent and contract staff. The successful candidate will be required to maintain
and strengthen cohesiveness with the engineering teams within the department
 Successfully implement service transformation through encouragement and personal
example to foster a spirit of continuous improvement in the department and in its
programs. Apply and benefit from Lean and other improvement processes.
 Able to analyse complex technical issues / problems and work with a team of experts
to deliver viable solutions.
 Responsibility for the continued development and maintenance of team procedures
and processes, conforming to the requirements of the organisation and, ISO 9001,
ISO20000, ISO27001, and Lean.
 Using a strong business acumen to support preparation of proposals, business
plans, proposal work statements and specifications relating to Postal programme
support, ensuring BAU considerations are built in up front.
Required Skills:
 Programme Management experience.
 ITIL practitioner
 ISO 9001 literate
 ISO 20000 literate
 ISO 27001 literate
 Supplier management
 Technical background / experience
Standard Job Description:
 A senior role within the department reporting into the Systems Solutions
Programmes Director and the primary point of contact for the day-to-day 24/7
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operation and the escalation point for operational issues as and when they arise.
Accountable for exceeding the contractual SLA targets with strong ITIL knowledge at
least at practioner level.
Using strong interpersonal and communication skills to lead a team of around 30
permanent and contract staff.
The successful candidate will be required to maintain and strengthen cohesiveness
with the engineering teams within the department. Succesfully implement service
transformation through encouragement and personal example to foster a spirit of
continuous improvement in the department and in its programs.
Apply and benefit from Lean and other improvement processes. Able to analyse
complex technical issues / problems and work with a team of experts to deliver viable
solutions.
Responsibility for the continued development and maintenance of team procedures
and processes, conforming to the requirements of the organisation and, ISO 9001,
ISO20000, ISO27001, and Lean.
Using a strong business acumen to support preparation of proposals, business
plans, proposal work statements and specifications relating to Postal programme
support, ensuring BAU considerations are built in up front.
Typical Minimum Education & Experience:
Ideally require Bachelors degree from an accredited college and capability typically
achieved through extensive professional experience. Will also consider individuals with
equivalent experience / combined education.
Considered an expert, authority in discipline.