Engineering / Service Support Manager (DVOW Equipment Fleet, Netherlands)

  • Haagse Schouwweg, Leiden, Netherlands
  • Full-time

Company Description

Marshall Aerospace and Defence Group is one of the largest independent aerospace and defence companies in the world, delivering innovation and excellence in engineering, support solutions and services in the air, on land and at sea.

We specialise in the conversion, modification, maintenance and support of civil and military aircraft, defence vehicle engineering, shelter manufacture, composite solutions and the provision of personnel, training and advice. We are renowned and respected worldwide for our quality of service, engineering excellence, flexibility and reliability.

The DVOW project is a provision of up to 1500 container systems to the Dutch military for which MADG will be responsible for sustaining through life under Availability Contracting. The Service Support Manager will be responsible for the performance of the support contract throughout the planned life of the delivered container systems.

Job Description

In this key role, the successful candidate will:

Lead a team of Marshall Aerospace Netherlands (MANL) staff and in-country sub-contractors to manage and deliver the In-Service Support phase of the DVOW Container Systems programme to the NL MoD, in accordance with all contractual Key Performance Indicators (KPI) and Performance Indicators (PI).  

Manage and report upon performance of service delivery, address customer issues with service, delivery or condition of products within contracted KPI, beating internal revenue and margin targets by at least 1.5% per annum.

Maintain a professional environment for the Customer Service Team to thrive to solve problems, increase customer satisfaction and ensure the enhancement of the MANL and MADG brand and reputation. 

DVOW Support Manager - Job Duties:

  • Programme Management, mobilisation and delivery of the DVOW Container Systems (The Programme) In-Service Support (ISS) phase, through delivery of the DVOW Maintenance Agreement.

  • Management of the maintenance plan to provide the availability required of the entire DVOW fleet in accordance with the agreed KPI. To include sub systems either fitted, in ready use storage or in the maintenance loop.

  • Identify and exploit at least 1 opportunity of non DVOW related support per annum.

  • Active relationship management of all Dutch military stakeholders at all levels of command, to include full participation in planned and ad hoc programme reviews and reporting in an open and honest manner, demonstrating MANL’s professional and active approach to programme management.  

  • Active participation in the wider programme delivery within MANL, and with the Head of Support in MLS Cambridge.

  • Management of all MANL DVOW Support staff to include their welfare, performance, training, annual reports, disciplinary matters and career development in accordance with MADG Human Resources policies and in doing so maintain the highest levels of ethics and leadership. 

  • Management of all NL based sub-contractors delivering support services to the programme, to include Performance Indicator monitoring and reporting upon the delivery of the sub-contracted services.

  • Management of the delegated programme Support budget with responsibility to the MANL General Manager, who is accountable for the MANL delegated Profit and Loss (P&L) account.   To provide financial reports in a format directed by MADG Finance.  To provide short, medium and long term financial forecasts of costs, expenditure, operational performance and forecast financial liabilities for actual or predicted performance failures.

  • Management of the DVOW Maintenance Risk and Opportunities Register.  To alert senior management in MANL and MLS to all Amber and Red risks within 24 hours of realisation, the associated trends and the mitigation plans to return the risks to Green.

  • Active management of the programme Performance Management System (PMS) to analyse and report on performance achievements, trends and milestone events through the establishment of Key Performance Indicators (KPIs) and subordinate Performance Indicators (PIs).

  • Management of the DVOW Maintenance Plan to include Container configuration control.

  • Delivery of the Maintenance Plan to include the management of Field Services Engineers (FSEs), specialist tooling/test equipment, FSE vehicles and their deployment to locations within NL and agreed countries to support training and operational deployments. 

  • Management of the in-country stock of maintenance spares and sub-systems and to optimise the inventory holding to meet the Maintenance Plan using the MLS inventory optimisation tools in association with MLS Cambridge Support, Procurement and ILS departments. Ensuring stock levels are not depleted below which availability cannot be maintained.

  • Management of the customer Help Desk to manage all non-technical calls and correspondence to/from the Dutch military stakeholders. Ensuring all responses are provided within the times set by contracted KPI.

  • Management of a customer and FSE Technical Help Desk for all technical questions (TQs) and to liaise with MLS Engineering Design Authority and Sub-System vendors to provide answers to customers and FSEs.  To maintain a log of all open and closed TQs for analysis and product improvement.

  • Management of initial, steady state and surge training i.a.w. the Training Plan for FSEs and Dutch military personnel.

  • Convening and conducting in 6 monthly Continuous Improvement reviews.

  • Maintaining confidentiality regarding personnel information and customer and Company data by keeping sensitive documents private and secure.

  • Maintaining documents and electronic correspondence to/from Dutch MoD and military stakeholders secure appropriate to the assigned security classification.  

  • Ensuring the work environment is compliant with all applicable laws and regulations as they apply to NL.


Nationality Requirements: 

Suitable to meet NLMoD security clearance for access to NL RESTRICTED

Language Proficiency:

Dutch and English; fluent in technical and defence terminology, written and spoken.

Skills, Experience and Qualifications:


Engineering qualification (level to be specified)                            

Project Management qualification

Management Qualification


Former Dutch Military Engineering Officer or Warrant Officer (Dutch equivalent)                            

Experienced in Through Life Support Delivery

Experienced in Contracting for Availability

Experienced in Performance Management & Reporting

Experienced in Platform Maintenance to O, I and D Levels

Experienced P&L Accountable Manager

ILS Management

Supply Chain Management


Good Communication, including briefing large groups of people

Management Experience

Problem Resolution

Customer Focus

Accurate Record Keeping

Computer Literate (Word, Access, Excel)

Full Clean Driving Licence        

Additional Information

Due to the nature of our business, all employment is subject to satisfactory references being obtained, attainment of either a SC (Security Check), Disclosure Scotland Criminal Record Check or Foreign Police Check (whichever is applicable depending on duration of UK residency) and, as applicable, a medical assessment. Access to US technical data by employees requires prior Trade Control function approval. Clearance must be carried out against all applicable US export control authorisations.

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