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Service Delivery Manager

Employer
Airbus
Location
Newport (Casnewydd)
Salary
Competitive
Closing date
15 Dec 2021

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Due to the expansion of the Support Team we have an exciting new opportunity to join us as a Service Delivery Manager within Airbus Cyber Security in Newport, South Wales and involves working within the UK Defence industry, requiring the applicant to be able to be security cleared to a UK DV level. (Minimum requirement SC)

The role of Service Delivery Manager will encompass a wide range of tasks including but not limited to, providing a high level of service that meets all customer requirements and individual contractual obligations within budget, time and quality measures.

You will be responsible for leading a new client relationship while also building and maintaining internal stakeholder relationships. Leading all aspects of the Service Delivery Model, managing performance and Customer Satisfaction. Resolving any service problems customer complaints and associated recovery plans

Developing additional business through contract growth/changes, post design services changes and other service opportunities

Management of internal teams (SOC/NOC, Engineering team and designated back office teams).

Due to the expansion of the team with the addition of new clients and the implementation of new technology this is the perfect opportunity for the right person to input into the development of new processes and to help shape future ways of our delivery services, excellence and best practice.

Key responsibilities:

- Act as a primary customer contact and point of escalation

- Produce monthly, quarterly and annual reports for internal and external use

- Oversee and manage Service Levels (SLAs & KPIs)

- Work across multiple projects with changing priorities

- Undertake financial responsibility for allocated contracts

- Management of Incident/Problem/Change Management Processes

The Service Delivery Manager role would suit an individual who is able to adapt to a fast paced environment while maintaining high standards to support our customers.  The successful candidate will need to demonstrate good interpersonal and communication skills as they will have to work with a range of internal and external stakeholders.

Skills

- Good practical knowledge of ITIL and implementation of practices

- Bachelor's degree or equivalent experience

- Relationship management and interpersonal skills

- Strong Leadership skills

- Communication, influencing and negotiating skills

- Problem solving and decision making

- Service planning

- Risk and Ops management

- Knowledge of Financial management

- Experience of Managed Support Services

- Presentation and report writing skills

In return 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.

Many of our staff work flexibly in many different ways, including part-time. Please talk to us at 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.

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.

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