Service Delivery Manager - Airline Industry Experience is a Must

About the company

Role overview

Responsibilities

• Manage IT service delivery for airline and aviation clients and act as the primary client and stakeholder contact.
• Ensure agreed SLAs, KPIs, and quality standards; monitor performance and identify improvements.
• Coordinate technical, operational, and support teams; manage service issues, incidents, problems, escalations, and service requests.
• Prepare and present service reports; conduct service reviews and stakeholder meetings.
• Identify risks, implement corrective and preventive actions, and connect business stakeholders with technical teams.
• Support ITIL-based service management processes and ensure timely resolution of critical issues.

Requirements

• Mandatory proven experience in the Airline/Aviation industry.
• Experience as a Service Delivery Manager or in a similar IT service management role.
• Strong IT Service Management and ITIL knowledge; experience managing SLAs, KPIs, performance, and escalations.
• Strong client and stakeholder management; experience coordinating cross-functional technical and operational teams.
• Excellent English communication and presentation skills, problem-solving and analytical abilities, and ability to manage multiple priorities.

Preferred qualifications

• ITIL certification.
• Experience with airline IT systems, aviation technology, or airport environments.
• Experience managing large-scale IT services or enterprise clients, or working with international or EMEA-based clients.