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.
Ready to apply for roles like this?
Unlock the company name and direct application link. Subscribers get instant access to fresh jobs across Dubai, Abu Dhabi and Riyadh, many with visa support.
Unlock employer & apply directly
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.
