Service Delivery Manager

Prestwick Aerosystems; Portsmouth; Hybrid; GBP 65,000 - 95,000; Full time

Benefits offered by this job

Profit sharing

Contributory pension

Share options

Car leasing scheme

Free onsite parking

Season ticket loan

Tax-free technology scheme

Discounted shopping

Job summary

Airbus Defence and Space Limited in the UK is seeking a Service Delivery Manager for National Messaging. The role focuses on reliability, security and performance for a 5K-user environment, with ITIL-based processes and strong vendor governance.

You will collaborate with product teams to shape new services, manage contracts and budgets, and support a flexible, hybrid working model across Portsmouth/Stevenage—plus UK/Europe travel as needed.

Qualifications

• Experience in IT Service Management and operational activities, including service provider steering.
• Proven collaboration in large-scale, multicultural enterprise environments.
• Service and customer focus with strong incident management skills.
• Autonomous contract management experience for projects and programs.
• Strong technical knowledge of Messaging and Directory Services (Exchange, AD).

Responsibilities

• Ensure reliability, availability and security of National Messaging services in the UK for thousands of users.
• Lead ITIL-based incident, problem, change, configuration and event management with a user-centric approach.
• Monitor service level agreements with providers and ensure compliance.
• Analyze KPIs and user feedback to drive improvements and customer satisfaction.
• Manage and report on the operating budget for services.
• Contribute to defining new products and services with product teams.

Skills

IT Service Management

Crisis/Major Incident Management

Contract Management

Messaging & Directory Services

Microsoft Exchange (On-premise)

Active Directory

Office 365 knowledge

Email security gateways

Tools

Microsoft Exchange (On-premise)

Active Directory

Office 365

Job description

Job Description

SECURITY CLEARANCE: Must be able to gain UK SC Clearance

LOCATION: Mon-Fri - Portsmouth / Stevenage sites (with some hybrid working available subject to our Hybrid Working Policy)

TRAVEL: Business trips are to be expected within the UK or Europe, and therefore, you must be willing to travel accordingly.

TYPE: Full time

HOURS: 37

WHAT'S IN IT FOR YOU

Financial Reward: Competitive salary, annual profit share, contributory pension, share options, car leasing scheme, free onsite parking, season ticket loan, tax-free technology scheme, discounted shopping and much more

Work / Life Balance: 37 hour week, flexible working around core hours, hybrid working, up to 2 additional days per month as TOIL, option to buy/sell holiday. There are no core hours on Friday afternoons. Employees may use this flexibility at their discretion, provided they fulfil their contractual working hours and meet business needs (such as urgent deadlines or client requirements)

Personal Development: Personalised development plan, Airbus Leadership University and unlimited access to 10,000+ E-learning courses, internal mobility including international opportunities

Health & Wellbeing: Wellbeing benefits (including 24/7 online GP and mental health support), Employee Assistance Programme, discounted family health / dental insurance / eye tests, cycle-to-work scheme

Family and Caregiving: Life assurance, enhanced pay for maternity, paternity, adoption and shared parental leave and caregiving

Inclusive Environment: Wellbeing room, Multi-faith room, Employee Representative Groups (Gender, LGBTQ+, International, Generational, Disability, Social & Cultural Diversity, Neurodiversity)

Service Delivery Manager, UK - National Messaging

We deliver the expertise, technology and equipment for Airbus Defence & Space products – We pioneer sustainable aerospace for a safe and united world! Digital is transforming and evolving but we need even more talented people who can make a real difference to how we support, enable and deliver a broad range of technological solutions and services to our customers. As part of our transformation, the new operating model is oriented around multi-functional, agile teams working with the business and developing our digital capabilities. What does this mean for you? A role in Digital is an opportunity to grow and to develop your career in a progressive and innovative environment.

HOW YOU WILL CONTRIBUTE TO THE TEAM

• You will be responsible for the reliability, availability and security of National Messaging services in the UK with 5K users
• You will perform ITIL based support processes that include incident, problem, change, configuration, and event management with a proven “user-centric” approach to business operation
• You will ensure that service agreements with the provider are observed and concluded.
• You will analyse service KPIs (Key Performance Indicators) and user feedback to propose and implement improvement actions, and increase the level of customer satisfaction.
• You will manage and report on the planned operating budget.
• You will contribute to the definition of new products and services with the product teams.

ABOUT YOU

• Experience in IT Service Management and operational activities, including service provider steering.
• Proven experience in collaborating within large-scale, complex, and multicultural enterprise environments.
• Service and customer experience oriented.
• Demonstrated expertise in Crisis/Major Incident Management.
• Autonomous-level Contract Management experience for projects and programs.
• Strong technical expertise in Messaging and Directory Services, specifically: Microsoft Exchange (On-premise) and an understanding of messaging protocols.
• Managing email security gateways (e.g., Cisco ESA, FortiMail, IMSVA).
• Active Directory (e.g., user lifecycle, group management).
• Knowledge of Microsoft Office 365 is also valued.

Not a 100% match? No worries! Airbus supports your personal growth with customised development solutions.

HOW WE CAN SUPPORT YOU

Many of our staff work flexibly in many different ways, including part-time. Please talk to us at the interview about the flexibility you need and we’ll always do our best to accommodate your request. Please let us know if you need us to make any adjustments for the selection process – you can share this with your Talent Acquisition Partner if you are invited to interview. Examples may include (but not exclusive to) accessible facilities; auxiliary aids; room layout, etc. Any information disclosed will be treated in the strictest confidence. As a Disability Confident Employer, Airbus UK will offer an interview to any applicant that considers themselves to have a disability or long-term condition and meets the minimum criteria of the role (as set out in the job advert). To ‘opt in’, just select the option during your application submission and our Talent Acquisition team will contact you.

LI:MF1 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 Limited

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].

At Airbus, we support you to work, connect and collaborate more easily and flexibly. Wherever possible, we foster flexible working arrangements to stimulate innovative thinking.

Airbus pioneers sustainable aerospace for a safe and united world. The Company constantly innovates to provide efficient and technologically-advanced solutions in aerospace, defence, and connected services. In commercial aircraft, Airbus offers modern and fuel-efficient airliners and associated services. Airbus is also a European leader in defence and security and one of the world's leading space businesses. In helicopters, Airbus provides the most efficient civil and military rotorcraft solutions and services worldwide.