Service Delivery Manager (HEMS)

Volantes Technical Recruitment Ltd; Oxford; On-site; GBP 75,000 - 105,000; Full time

Job summary

Volantes Technical Recruitment Ltd is seeking an experienced Service Delivery Manager to lead civil helicopter maintenance project delivery, focusing on HEMS and national resilience. You will drive end-to-end performance, manage budgets, and coordinate a matrix delivery team across MRO, CAMO, CSOs, and finance to meet contract KPI targets.

The role requires strong leadership, strategic thinking and a track record in complex project execution within aerospace.

Qualifications

• Successful operations management experience.
• Strong understanding of support contracts, MRO (Maintenance, Repair, and Overhaul) operations, and/or complex project delivery.
• Excellent leadership, communication, and interpersonal skills, with the ability to influence and motivate at all levels.
• Ability to manage complex projects and multiple priorities simultaneously.
• Strong analytical and problem-solving skills, with a data-driven approach to decision-making.
• Proficiency in operational excellence methodologies (e.g., Lean, Six Sigma) is highly desirable.
• Sound commercial acumen and experience with budget management.
• Knowledge of aviation regulations and safety standards is highly advantageous.

Responsibilities

• End-to-end delivery of maintenance contracts: schedule, cost, quality.
• Budgeting: manage project budgets and forecasts at aircraft level.
• Coordinate cross-functional delivery with MRO, CAMO, CSMs, Finance and more.
• Daily progress reviews and issue resolution using SQCDP.
• Prepare customer reports and liaise with the Customer.
• Implement lean improvements to reduce waste and improve efficiency.

Skills

Operations management

MRO operations

Leadership & communication

Project management

Analytical skills

Lean Six Sigma

Budget management

Aviation regulations

Education

Bachelor's degree in Engineering/Operations/Business

Master's degree

Job description

Service Delivery Manager

We are seeking an experienced and dynamic candidate to provide leadership for the delivery of our clients Civil Helicopter Maintenance Projects with a primary focus on Helicopter Emergency Medical Services (HEMS), Private & Business, and National Resilience (non-NPAS).

The Service Delivery Manager (SDM) for Civil Helicopter Maintenance Projects is one of three new SDM roles responsible for ensuring delivery of base and off-site maintenance contracts to schedule, cost and quality. Reporting to the Head of Services Delivery (Hd SD), the SDM shall ensure an end-to-end flow from customer contract through to handover of the aircraft back to the customer.

The job holder will facilitate a multi-functional delivery team formed as a matrix organisation, aligning a value stream approach to drive the day-to-day delivery of KPIs defined by the contract and as directed by the Hd SD.

The service-delivery matrix organisation will comprise personnel from MRO, Materiel Management, CAMO, Customer Support Managers (CSMs), Commercial, Finance, Tech Support, PMO and Aircrew. The SDM will also be supported by a cost controller and the MRO Production Planning Engineer.

Key Responsibilities

• Operational Performance: Responsible for end-to-end delivery performance (schedule, cost and quality) of each maintenance contract plus any ad-hoc arisings. In a change from previous methods, the SDM will monitor and control hours and schedule versus an agreed baseline for the maintenance input using live data metrics that are to become an integral part of the daily and weekly operational routines. In the detail, this will require the SDM to perform the following tasks:

  • Manage the production and updates (re-baselining) of project-level budgets (hours and materials) for each aircraft maintenance input.

  • Manage the allocation of budget manhours, commitments and forecasts to maintenance-module level.

  • Daily progress monitoring and problem solving.

• Supporting the Cost Controller production of cost reports, dashboard updates and metrics.

• In conjunction with the Cost Controller, maintain strong coordination with all departments to ensure all costs are accurately booked, allocated and in line with contract performance requirements.

• Manage requirements for additional and emergent work (defects) to ensure appropriate costs are captured for invoicing to the Customer.

• Cross-Functional Integration & Synchronisation: Ensure seamless cross-functional integration, synchronisation and collaboration among each function represented within the Delivery Team.

• Regular Operational Reviews: Perform daily progress reviews with the Delivery Team to monitor and control progress against the contracted performance, identify bottlenecks/issues and ensure appropriate actions are taken or escalated to ensure prompt resolution. These meetings will adopt the Safety, Quality, Cost, Delivery, People (SQCDP).

• Routine Reporting: In conjunction with the Cost Controller, conduct analysis and continuous SQCDP reporting on work in progress (WIP) of the overall delivery programme and for each more-detailed aircraft project, including KPIs, CPI/SPI and other metrics as defined by Hd SD.

• Historic Data: Compilation of a data pool from completed projects for the retrospective analysis of performance/cost issues, recurring trends and satisfaction of contracted requirements. Focus on improving charge-out rates to increase profitability and competitiveness, and supporting future bid development.

• Customer Reporting: Liaison with the CSM to maintain dialogue with the Customer, producing customer reports in line with contractual agreements, supported by conference calls and in-person visits as required.

• Process Optimisation & Efficiency: Drive continuous improvement initiatives within the scope of the Delivery Team, identifying opportunities to improve customer satisfaction as well as internal adherence to contract performance metrics. Implement lean methodologies/analyses to identify and implement time and cost savings opportunities to maximise value-added and minimise non-value-added business practices.

Required Knowledge and Skills

• Successful operations management experience.

• Strong understanding of support contracts, MRO (Maintenance, Repair, and Overhaul) operations, and/or complex project delivery.

• Excellent leadership, communication, and interpersonal skills, with the ability to influence and motivate at all levels.

• Ability to manage complex projects and multiple priorities simultaneously.

• Strong analytical and problem-solving skills, with a data-driven approach to decision-making.

• Proficiency in operational excellence methodologies (e.g., Lean, Six Sigma) is highly desirable.

• Sound commercial acumen and experience with budget management.

• Knowledge of aviation regulations and safety standards is highly advantageous.

Education, Qualifications or Training

Essential

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

• Bachelor's degree in Engineering, Operations Management, Business Administration, or a related field; a Master's degree.

Desirable

• Specific experience relating to the management of Airbus helicopter customers and/or support & services.

• Direct experience of HEMS/Private programme delivery, either in the capacity as a senior officer or through commercial collaboration at the same level.

Additional Requirements

• Results-oriented and committed to continuous improvement.

• Highly organised and meticulous with attention to detail.

• Resilient and adaptable in a fast-paced and demanding environment.

• Collaborative team player with strong relationship-building skills and able to work in an international environment.

This position is subject to National Security Vetting. Candidates must be able to obtain SC clearance, which generally requires having lived in the UK for the last five years. All successful applicants will also undergo a mandatory BPSS check.

Applicants must meet any/all requirements of Export Compliance Regulations.

All candidates must possess the current, legal right to work in the United Kingdom.