Service Delivery Manager
Airbus pioneers sustainable aerospace for a safe and united world. The Company constantly innovates to provide efficient and technologically-advanced solutions in aerospace, defence, and connected services.
This role is part of Airbus Global Business Services (AGBS), which will contribute to Airbus' global success and play a vital role in the company's transformation journey in standardisation, harmonisation, digitalisation, and automation of end-to-end processes.
The ideal candidate will have pioneering spirit, make data-driven decisions, take responsibility for the best outcome of internal customers, and embody the Airbus values: Customer focus, integrity, respect, creativity, reliability, and teamwork.
Responsibilities:
* Supplier Performance & Relationship Management:
o Define, implement, and enforce SLAs and KPIs for both AMS and Evolution services, driving continuous service improvement and measurable results.
o Champion the standardization of AMS practices, ensuring alignment with ITIL v4 principles and established corporate standards.
* 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.
* Stakeholder Collaboration & Support:
o Collaborate closely with internal Application Managers and interface with other service line managers to ensure cohesive service delivery.
o Provide critical insights on current service performance and evolving requirements.
Requirements:
* Bachelor's degree in IT, Business, or a related field, or equivalent professional experience.
* Minimum of 3 years of experience in IT Service Management and managing external IT service providers.
* Strong practical knowledge of ITIL v4 and its application in service delivery.
* Demonstrable experience with SLA/KPI management, performance reporting, and contract/SoW oversight.
* Familiarity with IT Service Management tools, particularly ServiceNow, is an advantage.
Benefits:
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.