Service Delivery Manager

Job Description:

Your mission:

• Structure the IT Services & Products supplied by Aerostructures and its partners as a Service Catalog

• Validate SLOs & SLAs between Airbus IT, its partners, and the Airbus Aerostructures Service Desk

• Design KPIs & Review Service Delivery based on set KPIs to create a Roadmap for Service Delivery Management improvement 

• Conduct Service Cost review with relevant Partner Relationship management

• Maintain Documentation linked to Service Delivery (Architecture Dossiers, Business continuity plans, governance & routines with Stakeholders/Service Providers) for Aerostructures services

• Lead Projects linked to new Service set up & service extension for the Aerostructures Service Desk.

• Lead MFTs to manage IT Service Desk systems as a Product for Aerostructures.

• Take lead on escalated major incidents until service is restored (resolution or workaround)

• Drive improvement activities raised to Relationship management specific to Aerostructures services.

• Drive the Service Delivery Management Ambition and its Roadmap to improve overall Service Management within the Airbus Aerostructures Service Desk.

• Lead transformation initiatives such as automation and chatbot implementation.

• Ensure root cause analysis and associated actions of all major incidents are completed by the PSLs.

• Provide performance metrics and alerts on support and operation from product / PSL relevant to Aerostructures.

• Identify robustness/improvement actions (in sync with ITOPS in Product) based on data analysis and operational & business feedback

• Propose evolution of the operations model and associated tools through innovation, automation for Aerostructures Service Delivery.

What we're looking for:

• Demonstrated expertise in Service Delivery Management, preferably within a Service Desk context

• Proven Experience in IT operational processes (ITIL)

• Solid general business understanding

• Comprehensive general IT understanding including information security

• Proven experience in managing and governing IT service landscapes

• Service Level Management

• Process & Governance

• User Support

• Problem Management/Solving

• Solution Performance Management

• Crisis/Major Incident Management

• Application design/architecture (incl. component Integration)

• Technical expertise (middleware, infrastructure, network...)

• Cross-functional expertise (IT, Business)

• Proven experience in leading IT transformation initiatives (e.g., automation, chatbot)

• Fluent English and basic German.

What we offer:

We offer you more than just a job: a career where you are truly valued. Alongside a competitive salary and innovative projects, you'll enjoy a comprehensive benefits package, designed for you.

Attractive financial package: A competitive salary, meal tickets, and multiple bonuses (for performance, attendance, and holidays).

• Health and relaxation: A private medical plan with Regina Maria and access to wellness at Belaqva.

• Flexibility and comfort: A hybrid work policy and provided transportation in the Brașov area.

• Continuous development: Mentorship from expert leaders and access to books through a Bookster subscription.

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 Aerostructures S.R.L.

Employment Type:

Permanent

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Experience Level:

Professional

Job Family:

Digital

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