Service Delivery Manager (HEMS)

DCS Recruitment; Oxford; Hybrid; GBP 70,000 - 95,000; Full time

Job summary

DCS Recruitment is seeking an experienced Service Delivery Manager to lead civil helicopter maintenance programmes focused on HEMS, Private & Business Aviation and National Resilience. You will own end-to-end delivery, coordinating MRO, CAMO, finance and customer reporting while driving cost, schedule and quality compliance.

Based in Oxford, the role requires strong leadership, analytical and stakeholder-management skills to optimise performance, costs and contract KPIs across multi-functional

Qualifications

• Extensive technical and/or commercial experience within the aerospace industry.
• Proven experience in operations management, service delivery, MRO or complex programme/project delivery.
• Strong understanding of support contracts and the ability to manage delivery against cost, schedule, quality and contractual requirements.
• Strong commercial awareness, including budget management and cost control.
• Experience working across multiple functions within a matrix organisation.
• Strong analytical, problem-solving and data-driven decision-making skills.
• Experience using operational KPIs and performance data to drive improvements.
• Excellent leadership, communication and stakeholder-management skills, with the ability to influence at all levels.
• Degree in Engineering, Operations Management, Business Administration or a related discipline, or equivalent relevant industry experience.
• Knowledge of aviation regulations and safety standards is advantageous.

Responsibilities

• Lead the end-to-end delivery of civil helicopter maintenance projects, including base and off-site maintenance inputs.
• Manage project budgets, man-hours, materials, commitments and forecasts against agreed baselines.
• Monitor live operational data, KPIs and daily progress, identifying and resolving risks, bottlenecks and delivery issues.
• Lead daily operational reviews using SQCDP principles.
• Coordinate a multi-functional matrix team across MRO, Materiel Management, CAMO, Customer Support, Commercial, Finance, Technical Support, PMO and Aircrew.
• Work with Cost Control and Production Planning to ensure accurate cost capture, reporting and delivery performance.
• Manage additional and emergent work to ensure appropriate costs are captured for customer invoicing.
• Produce regular operational and customer reporting, including CPI, SPI and other contractual performance measures.
• Analyse completed projects and historic data to identify recurring performance and cost trends and support future bids and programme planning.
• Maintain effective customer relationships and support customer reporting, meetings and site visits where required.
• Drive Lean and continuous improvement initiatives to improve efficiency, customer satisfaction and contract performance.

Skills

Operations management

Service delivery

MRO

Programme/project delivery

Budget management

Cost control

KPI analysis

Stakeholder management

Leadership

Analytical thinking

Education

Degree in Engineering, Operations Management, Business Administration or related

Job description

Service Delivery Manager - HEMS

Location: Oxford
Contract: Permanent
Hours: 37.5 hours per week, Monday-Friday

The Role

We are seeking an experienced Service Delivery Manager to lead the delivery of civil helicopter maintenance programmes, with a primary focus on Helicopter Emergency Medical Services (HEMS), Private & Business Aviation and National Resilience programmes.

The role will have end-to-end responsibility for ensuring maintenance contracts are delivered to schedule, cost, quality and contractual KPIs, coordinating technical, operational and commercial functions throughout each maintenance programme.

Key Responsibilities

• Lead the end-to-end delivery of civil helicopter maintenance projects, including base and off-site maintenance inputs.


• Manage project budgets, man-hours, materials, commitments and forecasts against agreed baselines.


• Monitor live operational data, KPIs and daily progress, identifying and resolving risks, bottlenecks and delivery issues.


• Lead daily operational reviews using Safety, Quality, Cost, Delivery and People (SQCDP) principles.


• Coordinate a multi-functional matrix team across MRO, Materiel Management, CAMO, Customer Support, Commercial, Finance, Technical Support, PMO and Aircrew.


• Work with Cost Control and Production Planning to ensure accurate cost capture, reporting and delivery performance.


• Manage additional and emergent work to ensure appropriate costs are captured for customer invoicing.


• Produce regular operational and customer reporting, including CPI, SPI and other contractual performance measures.


• Analyse completed projects and historic data to identify recurring performance and cost trends and support future bids and programme planning.


• Maintain effective customer relationships and support customer reporting, meetings and site visits where required.


• Drive Lean and continuous improvement initiatives to improve efficiency, customer satisfaction and contract performance.

Essential Experience & Qualifications

• Extensive technical and/or commercial experience within the aerospace industry.


• Proven experience in operations management, service delivery, MRO or complex programme/project delivery.


• Strong understanding of support contracts and the ability to manage delivery against cost, schedule, quality and contractual requirements.


• Strong commercial awareness, including budget management and cost control.


• Experience working across multiple functions within a matrix organisation.


• Strong analytical, problem-solving and data-driven decision-making skills.


• Experience using operational KPIs and performance data to drive improvements.


• Excellent leadership, communication and stakeholder-management skills, with the ability to influence at all levels.


• Degree in Engineering, Operations Management, Business Administration or a related discipline, or equivalent relevant industry experience.


• Knowledge of aviation regulations and safety standards is advantageous.

Desirable Experience

• Experience working within a helicopter OEM, MRO or support and services environment.


• Experience managing or supporting HEMS programmes.


• Experience within Private & Business Aviation or National Resilience programmes.


• Experience managing helicopter customers or helicopter support services.


• Senior-level HEMS/Private programme delivery or commercial collaboration experience.


• Lean or Six Sigma

Security & Eligibility

• This position is subject to National Security Vetting, with the successful candidate required to obtain SC clearance.


• Candidates will generally need to have lived in the UK for the previous five years to meet clearance requirements.


• Successful applicants will also undergo a mandatory BPSS check.


• Candidates must have the current legal right to work in the UK.


• Visa sponsorship is not available for this position.

INDENG

DCS Recruitment and all associated companies are committed to creating a working environment where diversity is celebrated and everyone is treated fairly, regardless of gender, gender identity, disability, ethnic origin, religion or belief, sexual orientation, marital or transgender status, age, or nationality