Service Delivery Manager HEMS

Manpower Group (UK); Kidlington; On-site; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Private Medical Insurance and Pension

Share Incentive Plan

ESOP

Success Share

Mydrive car purchase scheme

Den-Plan

Personal Accident Insurance and Travel

Job summary

Manpower Group (UK) is seeking a Service Delivery Manager to ensure end-to-end delivery of civil helicopter maintenance contracts, with a focus on HEMS, Private & Business, and National Resilience. You will own performance across schedule, cost and quality and lead daily progress using live data.

The role requires strong operations leadership, experience with complex contracts or MRO, and the ability to manage budgets and cross-functional teams.

Qualifications

• Strong operations management experience leading complex, multi-priority delivery.
• Solid understanding of support contracts and/or MRO operations or complex project delivery.
• Excellent leadership and communication skills across all levels.
• Strong analytical and problem-solving ability with a data-driven approach.
• Commercial acumen with experience managing budgets.
• Collaborative style in a matrix team with multiple functions.

Responsibilities

• Own end-to-end delivery performance across schedule, cost and quality for maintenance contracts and ad-hoc requirements.
• Lead day-to-day monitoring using live data metrics to align hours and schedules with baselines.
• Manage and re-baseline project budgets (hours and materials).
• Run daily progress monitoring and problem-solving with the delivery team; escalate to remove bottlenecks.
• Partner with the Cost Controller to produce cost reporting, dashboards and KPI metrics.
• Coordinate cross-functionally to ensure costs are booked and aligned with contract performance.
• Manage emergent work/defects to capture costs for invoicing.
• Deliver regular operational reviews and continuous reporting on WIP, KPIs and trends.
• Support customer reporting through liaison with Customer Support Managers.
• Drive continuous improvement using lean methodologies to maximise value.

Skills

Operations management

Leadership

Communication

Analytical thinking

Budget management

Data-driven

Job description

If you thrive on turning complex delivery plans into real-world results-and want to lead from the centre of the operation-this could be the role for you. My Client is looking for a Service Delivery Manager to ensure end-to-end delivery of civil helicopter maintenance contracts, with a primary focus on Helicopter Emergency Medical Services (HEMS), Private & Business, and National Resilience.

What you'll be doing:

• Own end-to-end delivery performance across schedule, cost and quality for maintenance contracts and any ad-hoc requirements
• Lead day-to-day monitoring using live data metrics to keep hours and schedules aligned to agreed baselines
• Manage and re-baseline project budgets (hours and materials), including allocation down to maintenance-module level
• Run daily progress monitoring and problem-solving with the delivery team, escalating as needed to remove bottlenecks
• Partner with the Cost Controller to produce cost reporting, dashboards and SQCDP (Safety, Quality, Cost, Delivery, People) metrics
• Coordinate cross-functionally to ensure costs are accurately booked and aligned with contract performance requirements
• Manage emergent work/defects requirements so costs are captured correctly for customer invoicing
• Deliver regular operational reviews and continuous reporting on programme WIP, KPIs (including CPI/SPI) and trends
• Support customer reporting through liaison with Customer Support Managers, including calls and in-person visits as required
• Drive continuous improvement using lean methodologies/analyses to improve satisfaction and maximise value

What you'll bring:

• Strong operations management experience and confidence leading complex, multi-priority delivery
• Solid understanding of support contracts and/or MRO operations, or complex project delivery environments
• Excellent leadership and communication skills, able to influence and motivate across all levels
• Strong analytical and problem-solving ability, with a data-driven approach
• Commercial acumen with experience managing budgets
• A proactive, collaborative style-comfortable operating in a matrix team with multiple functions represented

Additional information:

• Experience with aviation regulations and safety standards is highly advantageous
• Operational excellence approaches (e.g., Lean, Six Sigma) are highly desirable
• Customer support/services experience is desirable
• Experience delivering HEMS/Private programmes (as a senior officer or through commercial collaboration at the same level) is desirable

Benefits

Our client offers a competitive salary, bonus and a comprehensive benefits package, including:

• Private Medical Insurance (Bupa) - single cover for employees paid by the company
• Pension: Employees are auto enrolled into the Retirement Fund.
• Company contributes 6%, employee 4% basic
• Share Incentive Plan and ESOP. Annual share schemes at company discretion.
• Success Share, Discretionary Group bonus scheme (conditions apply)
• Mydrive (employee car purchase scheme)
• Den-Plan (employee purchase scheme)
• Personal Accident Insurance and Travel Insurance