Service Delivery Manager

Guidant Global; Wales; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading staffing agency in the UK is seeking a Service Delivery Manager to enhance digital workplace solutions at Airbus in Broughton, Wales. The role involves monitoring service quality, managing stakeholder escalations, and ensuring efficient supplier relationships. Candidates should have experience with ITSM tools and a proactive problem-solving attitude. Join to contribute to an inclusive team that values diversity and offers growth opportunities.

Benefits

Inclusive culture

Growth opportunities in digital transformation projects

Qualifications

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

Responsibilities

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

Skills

Experience using ServiceNow or similar ITSM tools

Understanding of customer and client needs

Ability to liaise with stakeholders

Proactive problem-solving

Experience in aviation or similar industry

Job description

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.

Ready to take the next step in your career? Apply today and help shape the future of digital workplaces at Airbus with Guidant Global.