Service Delivery Manager

Job Description:

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 a 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 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.

• Security Incident Governance: Lead high-visibility communications and executive updates during major security incidents, breach containment, and crisis management events in coordination with the SOC lead.

• Cyber Metrics & Reporting: Deliver and present specialized security reporting (e.g., Mean Time to Detect/Respond [MTTD/MTTR], vulnerability threat postures, SOC ticket volumes, and SIEM/EDR coverage).

• Compliance Alignment: Ensure delivered services align with relevant security frameworks (ISO 27001, NIST, NCSC Guidelines).

• This will be a Hybrid role

Are you the one?

Hard Skills/Qualifications

• Clearance: SC as a Minimum.

• ITILv3 and v4 – Foundation, Strategy, Design, Transition, Operation and CSI qualifications as a minimum.

• Awareness of ITIL v4.

• Cyber and SOC experience.

• Security Tooling Awareness: High-level familiarity with SIEM, EDR/XDR, Vulnerability Management platforms, and SOAR tools (e.g., Microsoft Sentinel, CrowdStrike, Splunk, ServiceNow SecOps).

• Microsoft Office.

• Google Applications.

• 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 and Jira.

•    PRINCE2 Foundation.

• Agile Leadership

•    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.

Soft Skills/Qualifications

• An eye for detail.

• Good communication skills both written and oral.

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

• Good client relationship management skills with a commercial understanding.

• A proactive team player, who is able to get the best out of people, process, partners and products.

• Must be able to give clear direction in terms of how the contract is being managed and the services that will be delivered within the contract in the future.

What's in it for you?

• Joining Airbus Protect with :

  • A close and caring management,

  • A pipeline of innovative projects,

  • A community of recognised experts,

  • Great career paths and training opportunities,  

• 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 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 1,700 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... 

Airbus Protect  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.

You are looking for a position with various activities and real professional opportunities…

Join the AIRBUS PROTECT journey, we are waiting for you!

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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

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 [email protected].

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.