Service Delivery Manager for Service Desk Spain

Airbus Defence and Space; Getafe; Presencial; EUR 42.000 - 62.000; Jornada completa

Descripción de la vacante

Airbus Defence and Space SAU in Getafe, Spain, seeks a Professional to oversee service desk operations, ensuring SLA compliance and strong stakeholder relations. The role focuses on end-to-end service delivery, incident/problem management, and continuous improvement within ITIL-aligned processes.

The candidate will manage both insourced and outsourced teams, coordinate across national and divisional perimeters, and drive improvements while engaging the right Airbus resources at the right time.

Formación

• Bachelor degree in Engineering or Business administration.
• At least 5 years experience in international companies.
• ITIL certification is a plus.

Responsabilidades

• Assure service desk operations are performed under committed SLAs.
• Ensure Backlog is managed appropriately and priorities set.
• Implements and manages service provision and contributes to product strategy via customer and delivery feedback.
• Drive insourced and outsourced delivery teams to meet SLAs and optimize costs.
• Define corrective actions to meet objectives and lead operational teams.
• Document EiS activities with country SD agents teams.
• Ensure adherence to ITIL processes and manage escalations.
• Propose CSI initiatives to improve SD services.

Conocimientos

English

MS Office

Google Workspace

Educación

Bachelor degree in Engineering or Business administration

Descripción del empleo

Job Description

• is accountable for the delivery of all services to expected KPIs
• is responsible for ensuring fulfillment of run operations within national + divisional perimeters whilst ensuring cross national harmonised ways of working
• focuses on maintaining Service Level Agreements, ensuring service quality, and managing stakeholders relationships.
• is accountable for the delivery and resolution of any service desk issues; end to end delivery of incremental business through change control; Client Relationship Management; Incident and Problem Management, Asset & Configuration Management, Service Level and KPI Management.
• Is accountable for a proper EiS activities hand over to the service desk agents
• applies root cause analysis and Continual Service improvement techniques.
• works independently within the boundaries of security policy
• fosters constructive relations with all involved organisations.
• ensures that the right Airbus functional resources are engaged at the right time in the correct manner.

Main Activities

• Assure service desk operations are performed under committed SLAs
• Ensure Backlog is managed on a proper way prioritizing activities when required
• Implements and manages service provision and contributes to the overall product strategy via feedback from both: customers and delivery teams.
• Manages (drive, monitor and report) the insourced and outsourced delivery teams in regards to the fulfilment of aligned Service Level Agreements (in conjunction with Contract Management) and cost optimization.
• Defines the required corrective actions to be led to meet the objectives and drives the associated operational teams.
• Ensures all EiS activities are properly documented and managed with each country SD agents team
• Responsible for the adherence of all relevant processes in accordance with ITIL
• Drive complain, escalation and crisis professionally with all stakeholders
• Proposes initiatives under the CSI process to improve the SD services in alignment with the strategy

Education and Experience

• Bachelor degree in Engineering or Business administration
• At least 5 years experience in international companies
• ITIL certification is a plus

Additional Skills

• English: Advanced
• MS Office: Advanced
• Google Workspace: Advanced

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 Defence and Space SAU

Employment Type: Permanent

Experience Level: Professional

Job Family: Digital

Airbus is committed to achieving workforce diversity and creating an inclusive working environment. We welcome all applications irrespective of social and cultural background, age, gender, disability, sexual orientation or religious belief.

Airbus is, and always has been, committed to equal opportunities for all. As such, we will never ask for any type of monetary exchange in the frame of a recruitment process. Any impersonation of Airbus to do so should be reported to [e-mail].

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