Service Delivery Manager

Job Description

Job Description:

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Company description:

Airbus pioneers sustainable aerospace for a safe and united world. The Company constantly innovates to provide efficient and technologically-advanced solutions in aerospace, defence, and connected services. In commercial aircraft, Airbus offers modern and fuel-efficient airliners and associated services. Airbus is also a European leader in defence and security and one of the world's leading space businesses. In helicopters, Airbus provides the most efficient civil and military rotorcraft solutions and services worldwide.

Our people work with passion and determination to make the world a more connected, safer and smarter place. Taking pride in our work, we draw on each other's expertise and experience to achieve excellence. Our diversity and teamwork culture propel us to accomplish the extraordinary - on the ground, in the sky and in space.

Founded in 2021, the Airbus Global Business Services (AGBS) unit will be contributing to Airbus’ global success and play a vital role in Airbus’ transformation journey in standardisation, harmonisation, digitalisation and automation of end-to-end processes (e.g.Procure to Pay) of all overhead functions. Our target is that siloed ways of working / processes will be a relic of the past within the AGBS. To drive such culture change we are looking for candidates with pioneering spirit that make data-driven decisions and take responsibility for the best outcome of their internal customers. All while embracing a spirit of problem-solving and living the Airbus values: Customer focus, integrity, respect, creativity, reliability and teamwork.

Our purpose defines why we exist: ‘We pioneer sustainable aerospace for a safe and united world’.

Responsibilities:

Supplier Performance & Relationship Management:
- Serve as the primary point of accountability the supplier’s service delivery, ensuring strict adherence to the SoW (Statement of Work) and fostering a robust, collaborative partnership.
- Define, implement, and rigorously enforce SLAs and Key Performance Indicators (KPIs) for both AMS (Application Management Services) and Evolution services, driving a culture of continuous service improvement and measurable results.

Service Standardization & ITIL Adherence:
- Champion the standardization of AMS practices, ensuring alignment with ITIL v4 principles and established Airbus corporate standards.
- Leverage IT Service Management tools, particularly ServiceNow, to support standardized processes and reporting.

Operational Governance & Commercial Oversight:
- Oversee day-to-day service operations delivered by the supplier, ensuring consistent quality, timeliness, and efficiency.
- Manage the 'Evolution' lifecycle (small to medium scope enhancements/projects), including formal acceptance, timeline tracking, and deliverable quality, primarily utilizing JIRA.
- Handle approvals for services and Evolutions for accurate billing, ensuring strict contractual alignment and financial prudence.

Stakeholder Collaboration & Support:
- Collaborate closely with six internal Application Managers and interface with other service line managers (e.g., for 1st Level Support) to ensure cohesive service delivery.
- Provide critical insights on current service performance and evolving requirements to support upcoming 'Call for Tender' processes.

Requirements:
- Bachelor’s degree in IT, Business, or a related field, or equivalent professional experience.
- Minimum of 3 years of experience in IT Service Management and managing external IT service providers.
- Strong practical knowledge of ITIL v4 (certification highly preferred) and its application in service delivery.
- Demonstrable experience with SLA/KPI management, performance reporting, and contract/SoW oversight.
- Familiarity with IT Service Management tools, particularly ServiceNow, is a significant advantage.
- Excellent project coordination skills, particularly for smaller enhancements or evolutions.
- Good communication and presentation skills
- Fluent in English (written and spoken). German language skills are beneficial for travel and stakeholder interaction.

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 Portugal SA

Employment Type:
Permanent
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Experience Level:
Professional

Job Family:
Digital

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 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.