Service Delivery Manager
// Role Summary
Join Airbus Defence and Space as a Service Delivery Manager in Stevenage or Portsmouth, responsible for the reliability and security of National Messaging services for 5,000 users. This role offers a competitive package and opportunities for professional growth within a digital transformation environment.
// Key Responsibilities
- Manage the reliability, availability, and security of UK National Messaging services for 5,000 users.
- Implement ITIL-based support processes including incident, problem, change, configuration, and event management.
- Analyze service KPIs and user feedback to drive service improvements and enhance customer satisfaction.
- Manage and report on the planned operating budget for messaging services.
- Requires experience in IT Service Management, operational activities, and crisis/major incident management.
- Strong technical expertise in Microsoft Exchange, email security gateways, and Active Directory is essential.
// Role Specification
Service Delivery Manager, UK - National Messaging
A vacancy for a Service Delivery Manager, UK - National Messaging has arisen within Airbus Defence and Space in Stevenage or Portsmouth to join our Digital team.
We deliver the expertise, technology, and equipment for Airbus Defence & Space products, pioneering sustainable aerospace for a safe and united world. Digital is transforming and evolving, and we need talented people to make a real difference in supporting, enabling, and delivering a broad range of technological solutions and services to our customers.
As part of our transformation, the new operating model is oriented around multi-functional, agile teams working with the business and developing our digital capabilities. A role in Digital offers an opportunity to grow and develop your career in a progressive and innovative environment.
Your Contribution to the Team:
- You will be responsible for the reliability, availability, and security of National Messaging services in the UK with 5K users.
- You will perform ITIL based support processes that include incident, problem, change, configuration, and event management with a proven “user-centric” approach to business operation.
- You will ensure that service agreements with the provider are observed and concluded.
- You will analyze service KPIs (Key Performance Indicators) and user feedback to propose and implement improvement actions, and increase the level of customer satisfaction.
- You will manage and report on the planned operating budget.
- You will contribute to the definition of new products and services with the product teams.
About You:
- Experience in IT Service Management and operational activities, including service provider steering.
- Proven experience in collaborating within large-scale, complex, and multicultural enterprise environments.
- Service and customer experience oriented.
- Demonstrated expertise in Crisis/Major Incident Management.
- Autonomous-level Contract Management experience for projects and programs.
- Strong technical expertise in Messaging and Directory Services, specifically: Microsoft Exchange (On-premise) and an understanding of messaging protocols; Managing email security gateways (e.g., Cisco ESA, FortiMail, IMSVA); Active Directory (e.g., user lifecycle, group management).
- Knowledge of Microsoft Office 365 is also valued.
Not a 100% match? No worries! Airbus supports your personal growth with customized development solutions.
What's In It For You:
- Financial Reward: Competitive salary, annual profit share, contributory pension, share options, car leasing scheme, free onsite parking, season ticket loan, tax-free technology scheme, discounted shopping and much more.
- Work / Life Balance: 37-hour week, flexible working around core hours, hybrid working, up to 2 additional days per month as TOIL, option to buy/sell holiday. No core hours on Friday afternoons.
- Personal Development: Personalised development plan, Airbus Leadership University, and unlimited access to 10,000+ E-learning courses, internal mobility including international opportunities.
- Health & Wellbeing: Wellbeing benefits (including 24/7 online GP and mental health support), Employee Assistance Programme, discounted family health/dental insurance/eye tests, cycle-to-work scheme.
- Family and Caregiving: Life assurance, enhanced pay for maternity, paternity, adoption and shared parental leave and caregiving.
- Inclusive Environment: Wellbeing room, Multi-faith room, Employee Representative Groups (Gender, LGBTQ+, International, Generational, Disability, Social & Cultural Diversity, Neurodiversity).
This job requires an awareness of any potential compliance risks and a commitment to act with integrity.