NTIP Implementation Lead

NTIP Implementation Lead (Customer Service and Support) required for long term contract assignment for a multi-national defence company based in Stevenage

Technical (beneficial): Preferable knowledge ofAtlassian (Jira/Confluence)

Skillset/experience required:

• Proven Track Record: Experience implementing digital tools specifically within a customer support, product life cycle management (PLM), or in-service support environment.
• Change Expertise: Demonstrated experience in Change Management (eg, PROSCI or similar frameworks) with a focus on user adoption.
• Analytical Mindset: Strong Business Analysis skills with the ability to understand complex processes and translate them into technical requirements.
• Stakeholder Influence: Ability to manage cross-cultural personalities and influence stakeholders without direct authority.

ence), TestRail, Technical Publication/PLM, Common Source Databases (CSDB) and Business Rules (BREX) tooling or similar. Integrated Logistic Support (ILS ecosystems) eg S1000D, S3000F standards.

Overview of department:

CSS UK are a customer focused, customer facing organisation spending much of our time working with users ensuring our products are ready for action when required. We thus play a vital role in maintaining the company's reputation, which is key to building and maintaining long term relationships for our future prosperity.

CSS are involved throughout the life cycle for all products including weapon systems, missiles, test equipment, training and support equipment and we work as part of an integrated multinational team.

Responsibilities:

Role Purpose:
We are seeking a dynamic Digital Implementation & Change Manager to lead the deployment and organizational adoption of critical digital tools within the Customer Support & Services (CSS) UK organization. This is not merely a technical rollout; it is a business transformation. You will be responsible for ensuring that our digital tools for in-service support are not only deployed on time but are fully integrated into the daily workflows of our teams, driving efficiency and world-leading support for our customers.

Key Responsibilities:

Business Analysis & Solution Shaping

• International Alignment: Work with MBDA international colleagues to standardize tool utilization, ensuring local UK requirements are met while aligning with global strategic objectives.
• Gap Analysis: Identify discrepancies between tool functionality and business needs, proposing enhancements or process changes to bridge the gap and adhering to S-series standards.

Strategic Change Management & Adoption

• Change Roadmap: Develop and execute a comprehensive change management strategy to transition the CSS organization from Legacy processes to the new digital environment.
• Stakeholder Engagement: Build high-trust relationships across diverse, cross-cultural teams. Act as the bridge between technical developers and end-users to ensure buy-in at all levels.
• Impact Assessment: Proactively identify potential resistance to change and implement mitigation strategies to ensure a smooth transition.

Validation & UAT (User Acceptance Testing)

• UAT Leadership: Lead the end-to-end UAT process for the UK, translating business requirements into detailed test scripts and scenarios.
• User Validation: Coordinate with end-users to execute testing, capturing feedback and managing the defect resolution process with technical teams. Working out potential solutions if resource is limited with a need to get hands-on in testing the tool.
• Operational Readiness: Define and verify "Go-Live" criteria, ensuring the business is fully prepared and the tool is fit-for-purpose before deployment.

Agile Project Delivery

• Sprint & Milestone Management: Utilize Agile methodologies to manage the implementation roadmap, ensuring iterative delivery and constant feedback loops.
• Governance: Manage project milestones, risks, and dependencies, providing clear visibility on progress to senior leadership.

Modis International Ltd acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers in the UK. Modis Europe Ltd provide a variety of international solutions that connect clients to the best talent in the world. For all positions based in Switzerland, Modis Europe Ltd works with its licensed Swiss partner Accurity GmbH to ensure that candidate applications are handled in accordance with Swiss law.

Both Modis International Ltd and Modis Europe Ltd are Equal Opportunities Employers.

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