Service Delivery Manager

Airbus
Newport
Workplace: HybridFull timeFunction: Program & Project Management (PMO)Skills: ["Communication","Client relationship management","Attention to detail","Proactive teamwork","Proposal writing"]

Manage day-to-day delivery of services for internal and external clients using an ITIL framework, ensuring service quality, SLA uptime, and timely reporting. Serve as the client advocate and escalation point, maintain third-party contract underpinning, coordinate change advisory activities, and drive continual service improvement. Support service transition into live operations, provide inputs for senior management reporting and bids, and oversee security incident governance and cyber metrics reporting aligned to ISO 27001, NIST, and NCSC guidance.

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FursaFursa
Airbus
Airbus
6 hours ago

Service Delivery Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 6 hours agoStatus: Live
Reposted: similar role first listed 5 months ago

Job Summary

Manage day-to-day delivery of services for internal and external clients using an ITIL framework, ensuring service quality, SLA uptime, and timely reporting. Serve as the client advocate and escalation point, maintain third-party contract underpinning, coordinate change advisory activities, and drive continual service improvement. Support service transition into live operations, provide inputs for senior management reporting and bids, and oversee security incident governance and cyber metrics reporting aligned to ISO 27001, NIST, and NCSC guidance.
Location: Newport
Workplace: Hybrid
Employment Type: Full time · Permanent
Job Function: Program & Project Management (PMO)
Seniority: Manager level

Key Responsibilities

  • •Manage day-to-day client service delivery, ensuring service quality and SLA uptime commitments are met at minimum.
  • •Act as the client advocate on service and operational management matters, providing weekly and monthly service reports and inputs to senior management.
  • •Own and coordinate service operations review meetings, escalation handling for high-priority incidents or commercial disputes, and coordination of small changes outside baseline design.
  • •Participate in change advisory activities (Change Advisory Board) to review, approve, and progress normal and urgent changes, including risk coordination for managed clients.
  • •Ensure continual service improvement delivery, support service transition into live service per ITIL, maintain third-party contract underpinning, and provide cyber incident governance and security/compliance reporting.

Pay and Benefits

Perks:Paid LeaveHybrid WorkingFlexi TimePensionProfit SharingShare OptionsHealth InsuranceDentalCar Leasing

Key Requirements

  • •Hold at least SC security clearance.
  • •Have ITIL v3 and v4 Foundation plus qualifications across Strategy, Design, Transition, Operation and CSI.
  • •Demonstrate cyber and SOC experience, including familiarity with SIEM, EDR/XDR, vulnerability management, and SOAR tools (e.g., Microsoft Sentinel, CrowdStrike, Splunk, ServiceNow SecOps).
  • •Experience in service environments and using service management workflow software such as Remedy, ServiceNow, and Jira.
  • •Maintain strong communication and client relationship management skills with financial/commercial awareness and the ability to write proposals for incremental business.
Experience:CybersecuritySOCService managementITILService operationsSecurity incident response
Skills:CommunicationClient relationship managementAttention to detailProactive teamworkProposal writing
Certifications:ITIL v3 FoundationITIL v4 FoundationPRINCE2 Foundation
Tech Stack:ITILITIL v3ITIL v4SIEMEDRXDRVulnerability managementSOARMicrosoft SentinelCrowdStrikeSplunkServiceNow SecOpsServiceNowRemedyJiraPRINCE2ISO 27001NISTNCSC

Eligibility

Security Clearance:SC

Company Brief

Airbus
Designs, manufactures, and sells commercial aircraft, helicopters, defense and space systems, and related services worldwide. Airbus is a leading aerospace and defense company delivering integrated solutions for civil and military aviation customers.
Industry: Aerospace Manufacturing
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Toulouse, France
Founded: 1970
WebsiteLinkedIn