Service Delivery Manager

European Foundation for Business Qualification (EFBQ); Chester; On-site; GBP 100,000 - 125,000; Full time

Job summary

A major aerospace company is seeking a Service Delivery Manager in Chester to oversee operations and digital workplace products. The role includes monitoring service quality, engaging with stakeholders, and managing supplier relationships. Ideal candidates will have experience with ITSM tools and a proactive approach to problem-solving. Join a diverse and inclusive team with growth opportunities in a supportive environment.

Benefits

Inclusive Culture

Growth Opportunities

Qualifications

• Experience using ServiceNow or similar ITSM tools.
• Strong understanding of customer and client needs.
• Proven ability to liaise with stakeholders and work with vendors.

Responsibilities

• Monitor and report on service quality using ServiceNow dashboards.
• Act as the main point of contact for business escalations.
• Oversee relationships with service providers.

Skills

Experience using ServiceNow or similar ITSM tools

Strong understanding of customer and client needs

Proven ability to liaise with stakeholders and work with vendors

An autonomous, proactive approach to problem-solving

Job description

Location: Broughton, Chester (on-site)

Contract: 6 months (with potential for extension)

Hours: 35 hours per week (4.5 days, flexible between 7am-7pm)

Pay: £30.64 per hour (PAYE) / £41.00 per hour (Umbrella)

Security Clearance: BPSS+ (arranged by Airbus)

IR35: Inside

About The Role

At Guidant Global, we\'re proud to partner with Airbus to deliver digital transformation across the business. As a Service Delivery Manager, you\'ll play a key role in supporting the daily operations of Digital Workplace (DW) products at the Broughton site. You\'ll be part of a collaborative, locally based team, building strong relationships with business functions and ensuring employees have access to simple, intuitive, and secure workplace tools.

What You\'ll Be Doing

• Service Excellence: Monitor and report on service quality using ServiceNow dashboards, ensuring high standards are maintained.
• Stakeholder Engagement: Act as the main point of contact for business escalations, managing these within agreed processes and timescales.
• Supplier Management: Oversee relationships with service providers, reviewing root cause analyses and action plans, and supporting users with contract-related queries.
• Continuous Improvement: Gather feedback from the business, share insights with product teams, and contribute to projects that enhance the digital workplace experience.
• Collaboration: Work closely with other teams within Digital to maximise efficiency and deliver a harmonised user experience across all sites.
• Communication: Represent DW in meetings with business representatives, promoting new developments and strategy changes.

What We\'re Looking For

• Experience using ServiceNow or similar ITSM tools.
• Strong understanding of customer and client needs.
• Proven ability to liaise with stakeholders and work with vendors.
• An autonomous, proactive approach to problem-solving.
• Experience in aviation or a similar industry is desirable, but not essential.
• Previous Airbus experience is a plus, but not required.

Why Join Us?

• Inclusive Culture: We celebrate diversity and are committed to creating an inclusive environment for all colleagues.
• Growth Opportunities: Gain exposure to digital transformation projects and develop your skills in a supportive, forward-thinking team.