Service Delivery Manager - Airline Industry Experience is a Must

Role overview

Key responsibilities

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

Required qualifications

• Mandatory proven experience working in the airline or aviation industry.
• Proven Service Delivery Manager experience or a similar IT service management role.
• Strong knowledge of IT service management and ITIL principles.
• Experience managing SLAs, KPIs, service performance, and escalations.
• Experience coordinating cross-functional technical and operational teams.
• Strong client and stakeholder management, communication, presentation, problem-solving, and analytical abilities.
• Ability to manage multiple priorities in a fast-paced environment; excellent English communication skills.

Preferred qualifications

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