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Senior Engineering Manager (QA & In-service Support), Defence

The mission of the Senior Engineer Manager (SEM) - Quality & Customer Support is to develop, scale, lead and encourage our Quality and support teams within the Defence business. You will embody our values and ensure your teams are working hard, being kind and having fun. You will be a servant-leader. You will embody our goal of “team before the needs of the individual in order to best fulfil our duty to our customers.”

The remit of your role will cover three key teams within the Defence business. All three teams represent a different facet of making sure we are supporting our customers throughout the lifecycle of our projects:

Quality Assurance: make sure we build the right thing and that it meets the quality bar needed for Defence projects

Solution Deployment: drive the deployment efforts of our projects. Make sure that all capabilities required for project deployment are available, deal with gaps in capabilities if they are not and, of course, deploy the projects to our customers’ chosen infrastructure.

In Service Support: support live projects - managing new requests, bug fixes, incidents etc.

This role reports into VP Customer and Partner Success based in London.

This is an opportunity to lead and grow important teams in the Defence business. This role not only encompasses coaching and developing managers (and their teams), but also contributing to product vision, strategic direction and delivery management. We expect that, as we scale, that you will scale with the business to take on more teams, develop more managers and grow your remit.

You will be joining at a critical juncture for the Defence organisation, with a breadth of opportunities to attack in 2021 and beyond. The organisation as a whole is planning rapid growth throughout 2021 to address our market and sales funnel. The people, processes and learnings that we put in place this year will have a significant impact on supporting our growth and laying down the foundations for stable project execution and delivery support as the business continues to evolve while moving forward. You will play a pivotal role.

Areas for Impact

• Establish and grow Solution Deployment and In-Service Support teams.
• Take ownership of our existing (small but growing) Quality Assurance team and drive its impact through the business
• Engage in business planning activities that include forecasting, planning, and analytics, in partnership with other senior leaders in the company on an ongoing basis
• Establish repeatable and defendable processes for testing, configuration management, delivery services, and in-service support, including Tier 3 and 4 customer support help desk, in a Defence environment including clearance considerations
• Ensure budget and capacity line up with all phases of quality, testing, integration, and configuration control throughout the entire lifecycle
• Evaluate and implement automation, test, quality, and customer support tools for potential gains in effectiveness or efficiencies
• Lead internal audits, root cause analysis, and metric reviews for process and quality issues
• Perform leadership responsibilities including the mentoring, performance appraisals and training of employees
• You will grow successful team members through collaborative development planning, coaching, and empowerment through strategic goals
• You will play a key role in performance reviews and promotion reviews, creating the necessary structure and environment to set your teams up for success
• You will have a strategic input, while retaining an appropriate level of hands-on management

We'd like to hear from you if you identify with the following;

• You are an experienced senior engineering leader with expertise in QA, Customer Support and Solution Deployment.
• You have experience leading multiple succesful engineering teams; managing managers and lead engineers.
• You have significant experience in Defence or National Security space, with particular knowledge of common standards.
• You empower your managers and team members to independently execute
• You are able to decompose complex problems into straight-forward solutions
• You consistently bring strong, data-driven business and technical judgment to decisions

The best ideas are often the least expected and require new ways of thinking; that’s why our teams at Improbable are made up of an incredible range of talented people. Improbable is proud to be an equal opportunity employer. We do not discriminate based on race, ethnicity, colour, ancestry, national origin, religion, sex, sexual orientation, gender identity, age, disability, veteran status, genetic information, marital status or any other legally protected status.