Service Delivery Manager

We are searching for a Service Delivery Manager to join our client global aerospace client, based in the UK. 

The Service Delivery Manager objectives are to ensure engagement with customers, understanding their requirements, ensuring that performance is measured effectively and keep communicating regularly with periodic formal reviews to ensure a healthy relationship is maintained.  It is also the responsibility to identify areas for improvement within the business that will deliver improved delivery for customers. A problem solver with an eye for business units longer term success though corrective actions and ensuring best practices are adopted.

• Ensure regular and proactive contact with customer base to ensure any service issues can be supported and problems rectified
• Identify non-performance issues for customers and provide solutions with the local/regional teams to ensure the performance is improved and can be measured as such.
• Participate in internal and external forums, customer and industry events as required and promote/lead standards for Service Delivery throughout the network.
• Support strategic development of common standards including IT development, customer specific requests, reporting capability and corrective action and CAPA reporting to ensure service delivery is as effective as possible.
• Identify additional services provided (outside contract) and establish value.

Customer Reports and Reviews:

• Producing reports for the monthly and quarterly reviews for customers
• Follow up with stations on negative trends, outstanding issues and performance issues
• Establish underlying issues and identify corrective actions are robust and measurable for performance
• Conduct meetings/calls with customers and issue formal minutes and actions
• Track longer term issues/projects/tasks to ensure all accountable parties are on time with their actions/feedback
• Manage, assess and implement measurable processes against customer SLAs and identify to the commercial team, high level non-measurable items and risk items for penalties/SLA default.
• Ensuring CAPA reports are correct, of the correct standard and implemented 

Requirements:

• Must have a minimum 3 -5 years experience within airline/aerospace management at a global / regional level
• Strong background in airline/aerospace analytical, reporting, operations, key account management
• Procedures and manuals management knowledge
• Experience in risk management and/or change management
• Proficiency in Microsoft Excel a must have
• Critical thinking and problem solving
• Excellent decision-making and leadership capabilities
• Conflict resolution experience
• Adaptability

If you meet the criteria above and are interested to apply hit the button shown. If you would like to learn more please apply or call a member of our team on 00441392241335.