Service Delivery Manager - Newport

Job Description:

We are currently looking for a Service Delivery Manager to join the Airbus Protect team in the UK, based in Filton or Newport.

The Service Delivery Manager role will effectively manage clients, both internal and external to Airbus, facilitating their requests for change, service issues, SLA uptimes, reporting and strengthening the client relationship through the delivery of great service. 

Service Delivery Managers are the key account contacts for day to day management of our clients; they will work with the client to provide a consistently high level of service delivery across all areas of business interaction.

The Role :

• Will manage a mixture of internal and external clients: within ITIL framework.

• Manage the client relationship from a service quality and operations perspective and ensure Airbus delivers to its service level agreements at minimum.

• 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.

• Ensure customers receive the level of service signed in the SLA.

• Ownership of review meetings with the customer during service operations.

• Being part of the Change Advisory Board to review, approve and progress normal and urgent changes.

• Coordinate small 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.

• Being available for escalation, should high priority incidents or commercial disputes need to be managed.

• An understanding of the commercial T&C’s and SLA’s, to be in a position to legitimately discuss service commitment.

• Engage with Service Transition Management to ensure that projects move to live service effectively and efficiently as per the ITIL v3 framework.

• Underpinning contracts with 3rd parties are maintained in order to deliver the required service levels.

• Consultancy and input for bids and ITIL related questions.

• Seek to Align and uphold Airbus values with client and internal teams.

• Seek to deliver contract growth.

• Be aware of existing and planned Government Security Policy.

• Provide input for proposals to gain incremental business.

• Ability to cover other Service Management process roles.

Experience required:

• ITILv3 – Foundation, Strategy, Design, Transition, Operation and CSI qualifications as a minimum.

• Awareness of ITIL v4.

• Ability to coordinate activity within different groups.

• Experience of working within a service environment.

• Experience of using Service Management workflow software such as Remedy, Service Now.

• PRINCE2 Foundation.

• Financial and Commercial awareness.

• Technology Aware (preferably someone who has a Cyber engineering grounding   that has spent 5 years minimum in service management).

• Ability to write proposals to gain incremental business.

• 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.

We need someone who has/is:

• SC cleared or can secure SC clearance

• Ability to present or engage at most levels within an organisation

• Good client relationship management skills with a commercial understanding

• You have very excellent communication skills both written and verbal communication and are able to communicate in a concise way,

• You are autonomous, curious, proactive, rigorous, with great attention to detail,

• You are proactive and can identify solutions to problems,

• You know how to adapt to different situations, and you are very structured and organised,

• Team player, keen to share their knowledge and work collaboratively within a fairly small team,

• Fluent in English (verbal and written).

What’s in it for you…

Joining Airbus Protect with :

• A close and caring management

• A dynamic work environment and innovative projects

• A career path adapted to your aspirations

• A community of recognised experts

• An opportunity to get involved in Corporate Social Responsibility (C.S.R.) projects

• A complete training catalogue

​

Great benefits: 

• 25 days holiday

• Hybrid working

• Flexi time

• Option to purchase holidays

• Generous pension scheme

• Eligibility to a Company profit sharing scheme

• Share options

• Access to a benefits platform offering car leasing, family health plans, dental plan, shopping discounts and much more … 

​AIRBUS PROTECT

Airbus PROTECT brings together experts in risk analysis and management in the fields of safety, cybersecurity and sustainability. We deliver expertise to our own group, Airbus, for whom we act as a privileged partner, but also to external clients.

With over 1,600 experienced professionals based in France, UK and Germany, we service large-scale contracts with companies such as critical infrastructures (CNI), other industries and public institutions. 

Our positioning and strategy enable us to meet the highest standards of the market and to meet the challenges of tomorrow as a team...

Join the AIRBUS PROTECT journey...

#JobAPUK

#BUCyberAP 

#5to10YearsExp

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 Protect Limited

Contract Type:

Permanent

Experience Level:

Professional

Job Family:

Customer Account and Service Management

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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.