Service Delivery Manager - Communication Product

Job Description:

We seek out curious minds. We value attention to detail, and we care deeply about outcomes. We’re looking above all for passionate people, eager to learn, willing to share, establishing innovative ways of working and influencing culture change.  

Experience: 10-12+ years in IT/Digital, with a proven track record in Service Delivery or Project Management.

Certifications: Mandatory SAFe POPM and Project Management (Level 1/PMP); familiarity with LBIP+ is a significant plus.

Key Traits: A "Trusted Orchestrator" who can simplify complex technical challenges for business stakeholders and lead diverse teams through high-pressure platform migrations.

Detailed Responsibilities

1. Sub-Domain Strategic Ownership (End-to-End Lifecycle)

• Complete Lifecycle Accountability: Act as the single point of accountability for the "Build + Run" lifecycle of the DMGC Communication Product, overseeing 16+ websites and 10+ business services (Media Gallery, Social Media Platform, ATV) across Commercial, Helicopters, and Defense & Space divisions.

• Roadmap & Vision: Support the Product Manager in promoting the long-term vision and developing a 24-month strategic roadmap, ensuring technical debt (30%) is balanced against new feature innovation (70%).

• Business ROI Realization: Move beyond scope management to analyze the Return on Investment (ROI) for new digital capabilities, proposing "pivots" or process adaptations based on sprint metrics and data-driven insights.

2. Strategic Migration & Vendor Leadership

• Hosting Platform Transition: Lead the high-stakes transition of the hosting environment (Acquia exit strategy), participating in the Multi-Functional Team (MFT) and managing the Call for Tender (CFT) processes.

• Vendor Governance: Manage complex relationships and contractual performance for 3rd party partners (Acquia, Imperva, Keepeek), ensuring 100% communication efficiency and technical alignment.

• Financial Oversight: Manage project budgets involving Non-Recurring Costs (NRC) up to 250k€ and Recurring Costs (RC) up to 150k€, ensuring lean operations and accurate financial reporting.

3. Operational Excellence & Risk Orchestration

• Platform Stability: Maintain the downward trend of Mean Time to Recovery (MTTR) and oversee the ICARE Quality Plan and Service Level Objectives (SLOs) for the entire sub-domain.

• Dependency Mapping: Proactively identify and mitigate cross-functional risks and dependencies between Engineering, Digital, and Customer Service entities before they impact roadmap integrity.

• Technical Authority: Serve as a Designated Signatory for security checklists, ARD/DSDA approvals, and compliance with Airbus Export Control (ITAR/Dual-use) and Data Protection by Design.

4. Process Innovation & Methodology

• Framework Implementation: Define and refine project-to-run protocols using LBIP+ and SAFe methodologies, ensuring seamless transitions for new Entry Into Service (EIS) projects.

• Tool Optimization: Orchestrate synchronized team efforts by optimizing Jira/Confluence workflows for automated data capture and reporting transparency.

• Change Management: Lead user readiness initiatives, including training plans, communication campaigns, and Hypercare support for new platform deployments.

5. Leadership & People Development

• Team Empowerment: Enable team members with the adequate tools, budget, and mentorship to deliver their responsibilities autonomously.

• Competency Architect: Execute competency assessments and design tailored training plans to ensure the India DMG retains "Local Specialist" expertise in Web Analytics, SEO/AI, and Drupal.

• Stakeholder Engagement: Facilitate Monthly Steering Committees (Steerco) with business leadership to ensure high-level alignment on actions, risks, and next steps.

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 India Private Limited

Employment Type:

Permanent

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Experience Level:

Professional

Job Family:

Digital

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