Service Delivery Manager

Overview

In this role you will ensure the reliability, availability and security of National Messaging services for thousands of users. You will apply ITIL-based processes to incidents, changes and events, while maintaining strong service levels with providers. You’ll manage budgets, collaborate with product teams and help shape new offerings in a multi-functional, agile Digital environment. This position supports a UK-wide operation with travel in the UK/Europe and requires UK SC clearance, offering a meaningful impact within Airbus’ mission to modernize national messaging.

Pay / Benefits

• competitive salary
• annual profit share
• contributory pension
• car leasing scheme
• free onsite parking
• hybrid working

Responsibilities

• Ensure reliability, availability and security of National Messaging services for ~5k users
• Execute ITIL-based processes: incident, problem, change, configuration and event management
• Manage provider service agreements and ensure compliance with term and quality expectations
• Analyze KPIs and user feedback to drive service improvements and customer satisfaction
• Plan and report on operating budgets for the service
• Contribute to definition of new products and services with product teams
• Collaborate within multi-functional, agile teams to transform digital capabilities
• Support crisis/major incident management as needed

Key requirements

• IT service management experience with operational activities and service provider governance
• Experience in large-scale, multicultural enterprise environments
• Service and customer experience oriented
• Crisis/major incident management expertise
• Autonomous contract management for projects/programs
• Strong technical expertise in Messaging and Directory Services (Microsoft Exchange on-premise, messaging protocols)
• Managing email security gateways (e.g., Cisco ESA, FortiMail, IMSVA)
• Active Directory knowledge (user lifecycle, group management)
• Knowledge of Microsoft Office 365 is valued
• Security clearance: UK SC clearance

• customer-focused
• collaborative and cross-functional
• problem-solving
• Microsoft Exchange (On-premise)
• Messaging protocols
• Email security gateways (Cisco ESA, FortiMail, IMSVA)

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