Service Delivery Manager

Job content

Job Description

Are you an experienced Service Delivery Manager looking for a new challenge?

We may have what you’re looking for!

Overview Of Role

The Service Delivery Manager (SDM) is a key role operating within the Combined Services Delivery Centre in Airbus Defence & Space, Newport.

This is a hybrid role, split between working from home and from Airbus Defence and Space offices, Newport, South Wales, with occasional requirements for business travel within the UK and abroad.

Because of the nature of work undertaken, these positions are required to meet special nationality rules and therefore these vacancies are only open to British Citizens. If you meet this criteria you will also undergo security clearance vetting, if not already security cleared to a minimum SC level

Tasks & Accountabilities

The SDM will effectively manage clients who are both internal and external to Airbus, covering requests for change, service issues, SLA uptimes, reporting and strengthening the client relationship through the delivery of exemplary service.

You will be managing a combination of internal and external clients, managing the client relationship from a service quality and operations perspective and ensuring Airbus delivers to its SLA (as a minimum).

The following would form part of your role and responsibilities:

• Act as the client advocate on operational and service management matters.
• Responsibility for baseline budget (once project has transitioned into service).
• Provide input to Senior Management reports and meetings for managed clients.
• Delivery of Weekly & Monthly Service Reports to the customer.
• Ownership of review meetings with the customer during service operations.
• Coordinate changes outside of the baseline design.
• Coordinate risks, with pertinence to managed clients.
• Ensure that Continual Service Improvement measures are delivered and implemented where benefit can be realised.
• Have an understanding of contract commercial T&C’s and SLAs, to be in a position to legitimately discuss service obligations and commitment.
• Engage with Service Transition Management to ensure that projects move to live service
• Ensure underpinning contracts with 3rd parties are maintained in order to deliver the required service levels.
• Provide advice and input for bids and field ITIL-related questions.
• Seek to deliver contract growth and assist with proposals to gain incremental business
• Flexibility to cover other Service Management process roles as the need arises.
  
  

Skills And Experience

We are looking for someone who has experience working building relationships with new and existing clients with a good understanding of change management and budgets

You will be confident with running full services for clients from operations to design as you will be involved with the full cycle

It would also be highly advantageous if you are familiar with existing and planned government security policies

You must also have knowledge of ITIL and hold a minimum of ITIL v3 certification, although v4 would be preferred

What can Airbus offer you?

We can offer a competitive remuneration package; an ever growing list of company benefits including enhanced pay for maternity, adoption and shared parental leave and strong career development options across our transnational, market leading company.

We can offer you all of this and more…

• Exciting development opportunities and perspectives within Airbus as a global player
• An attractive company pension scheme
• Airbus Group success share scheme
• An extensive range of additional benefits
• Flexible working hours
  
  

Many of our staff work flexibly in many different ways, including part-time. Please talk to us at the interview about the flexibility you need. We can’t promise to give you exactly what you want, but we do promise not to judge you for asking.

Please let us know if you need us to make any reasonable adjustments for the selection process – you can share this with the Recruitment Business Partner who gets in touch if you are invited to interview. Examples of this may include (but is not exclusive to) accessible facilities; auxiliary aids; room layout etc. Any information disclosed will be treated in the strictest confidence.

We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.

This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company’s success, reputation and sustainable growth.

Company

AIRBUS Defence and Space Limited

Contract Type

Permanent Contract / CDI / Unbefristet / Contrato indefinido

Experience Level

Professional / Expérimenté(e) / Professionell / Profesional

Job Family

Customer Account and Service Management

By submitting your CV or application you are consenting to Airbus using and storing information about you for monitoring purposes relating to your application or future employment. This information will only be used by Airbus.

Airbus is committed to achieving workforce diversity and creating an inclusive working environment. We welcome all applications irrespective of social and cultural background, age, gender, disability, sexual orientation or religious belief.

Airbus is, and always has been, committed to equal opportunities for all. As such, we will never ask for any type of monetary exchange in the frame of a recruitment process. Any impersonation of Airbus to do so should be reported to emsom@airbus.com.

At Airbus, we support you to work, connect and collaborate more easily and flexibly. Wherever possible, we foster flexible working arrangements to stimulate innovative thinking.