Job Overview
The Service Delivery Manager role is responsible for overseeing the end-to-end delivery of services to ensure high-quality, timely, and efficient outcomes.
This includes managing supplier performance, standardizing processes, and providing commercial oversight to drive continuous improvement and measurable results.
Candidates should have a pioneering spirit, be data-driven, and embody the Airbus values: customer focus, integrity, respect, creativity, reliability, and teamwork.
Key Responsibilities
* Supplier Performance & Relationship Management:
o Serve as the primary point of accountability for the supplier's service delivery, ensuring strict adherence to the Statement of Work (SOW) and fostering a robust, collaborative partnership.
o Define, implement, and rigorously enforce Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) for both Application Management Services (AMS) and Evolution services, driving a culture of continuous service improvement and measurable results.
* Service Standardization & ITIL Adherence:
o Champion the standardization of AMS practices, ensuring alignment with ITIL v4 principles and established corporate standards.
o Leverage IT Service Management tools, particularly ServiceNow, to support standardized processes and reporting.
* Operational Governance & Commercial Oversight:
o Oversee day-to-day service operations delivered by the supplier, ensuring consistent quality, timeliness, and efficiency.
o Manage the 'Evolution' lifecycle, including formal acceptance, timeline tracking, and deliverable quality, primarily utilizing JIRA.
o Handle approvals for services and Evolutions for accurate billing, ensuring strict contractual alignment and financial prudence.
* Stakeholder Collaboration & Support:
o Collaborate closely with internal teams and interface with other service line managers to ensure cohesive service delivery.
o Provide critical insights on current service performance and evolving requirements to support upcoming business initiatives.
Awareness of Compliance Risks
Candidates must have an awareness of potential compliance risks and demonstrate a commitment to acting with integrity, upholding the foundation for the company's success, reputation, and sustainable growth.