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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