Service Delivery Manager - Airline Industry Experience is a Must
Role Overview
The company seeks an experienced Service Delivery Manager with mandatory airline/aviation industry experience.
The role manages end-to-end service delivery, client relationships, SLA and KPI compliance, and coordination of technical and operational teams.
Key Skills for This Role
Full Job Posting
About the company
Müller’s Solutions is a technology and consulting company delivering IT solutions and professional services across the EMEA region.
Role overview
The company seeks an experienced Service Delivery Manager with mandatory airline/aviation industry experience.
The role manages end-to-end service delivery, client relationships, SLA and KPI compliance, and coordination of technical and operational teams.
Responsibilities
- Manage end-to-end IT service delivery for airline and aviation clients and serve as primary contact for clients and key stakeholders.
- Ensure delivery against agreed SLAs, KPIs, and quality standards; monitor performance and identify improvements.
- Coordinate technical, operational, and support teams; manage incidents, problems, escalations, and service requests.
- Prepare and present service performance reports; conduct service reviews and stakeholder meetings.
- Identify risks and implement corrective and preventive actions; support ITIL-based processes and best practices.
- Ensure effective communication between business stakeholders and technical teams and timely resolution of critical issues.
Requirements
- Mandatory: proven experience in the airline or aviation industry.
- Proven experience as a Service Delivery Manager or in a similar IT service management role.
- Strong knowledge of IT service management and ITIL principles; experience managing SLAs, KPIs, service performance, and escalations.
- Strong client and stakeholder management skills and experience coordinating cross-functional technical and operational teams.
- Excellent English communication and presentation skills; strong problem-solving and analytical abilities.
- Ability to manage multiple priorities in a fast-paced environment.
Preferred qualifications
- ITIL certification is preferred.
- Experience with airline IT systems, aviation technology, or airport environments is preferred.
- Experience managing large-scale IT services, enterprise clients, or international/EMEA-based clients is preferred.
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