Service Delivery Manager - Airline Industry Experience is a Must

About the Role
We are seeking an experienced Service Delivery Manager with a strong background in the Airline/Aviation industry. The successful candidate will be responsible for managing end-to-end service delivery, maintaining strong client relationships, ensuring SLA and KPI compliance, and coordinating technical and operational teams to deliver high-quality IT services.

Key Responsibilities

• Manage end-to-end IT service delivery for airline/aviation clients.
• Act as the primary point of contact for clients and key stakeholders.
• Ensure services are delivered according to agreed SLAs, KPIs, and quality standards.
• Monitor service performance and identify opportunities for continuous improvement.
• Coordinate with technical, operational, and support teams to resolve service issues.
• Manage incidents, problems, escalations, and service requests.
• Prepare and present service performance reports to clients and management.
• Conduct regular service reviews and stakeholder meetings.
• Identify risks and implement corrective and preventive actions.
• Ensure effective communication between business stakeholders and technical teams.
• Support ITIL-based service management processes and best practices.
• Manage escalations and ensure timely resolution of critical issues.

Requirements
Mandatory:

• Proven experience working within the Airline/Aviation industry.
• Proven experience as a Service Delivery Manager or in a similar IT service management role.
• Strong knowledge of IT Service Management / ITIL principles.
• Experience managing SLAs, KPIs, service performance, and escalations.
• Strong stakeholder and client management skills.
• Experience coordinating cross-functional technical and operational teams.
• Excellent communication and presentation skills.
• Strong problem-solving and analytical abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Excellent English communication skills.

Preferred

• ITIL certification.
• Experience with airline IT systems, aviation technology, or airport environments.
• Experience managing large-scale IT services or enterprise clients.
• Experience working with international or EMEA-based clients.

Important

• Airline/Aviation industry experience is a MUST for this position. Candidates without relevant Airline/Aviation experience will not be considered.