Job Description

We are seeking an experienced Delivery Manager to lead and oversee the delivery of managed services and digital transformation engagements for aviation customers.

This role is responsible for ensuring service excellence, operational performance, customer satisfaction, and the successful delivery of technology services across strategic aviation accounts.

The ideal candidate has a strong background working within a System Integrator (SI) environment, delivering enterprise IT services and digital solutions across the aviation ecosystem, including airlines, airport operators, aviation authorities, air cargo and logistics providers, ground handling organisations, MRO providers, and aviation technology service providers The successful candidate will act as the primary service delivery lead, ensuring contractual commitments, service levels, governance, and continuous service improvement while supporting customers in their digital transformation journey.

Key Responsibilities

• Own end-to-end service delivery for strategic aviation customer accounts, ensuring services are delivered in accordance with contractual commitments, Service Level Agreements (SLAs), KPIs, and customer expectations.
• Manage day-to-day service operations, service performance, incident management, problem management, change management, and service continuity.
• Ensure service availability, operational stability, and continuous improvement across managed services engagements.

• Act as the primary point of contact for all service delivery matters.
• Build trusted relationships with customer stakeholders including CIOs, IT Directors, Digital Transformation leaders, Airport Operations, Airline Operations, Engineering, Commercial, and Business teams.
• Lead regular operational reviews, governance meetings, service performance reviews, and executive steering committees.
• Manage service escalations and coordinate timely resolution of critical incidents and customer issues.

• Lead onsite and offshore service delivery teams.
• Manage Project Managers, Technical Leads, Architects, Engineers, and Support teams.
• Foster collaboration, accountability, knowledge sharing, and continuous development.
• Develop delivery capabilities and mentor future service leaders.

• Manage service financials including budgeting, forecasting, resource planning, profitability, and contract compliance.
• Support contract renewals, scope management, service enhancements, and change requests.
• Identify opportunities for service expansion, cross-selling, and long-term customer growth.

Digital Transformation & Service Enablement

Support customers in delivering and operating digital initiatives, including:

• Airport digitalisation programmes
• Airline technology platforms
• Passenger service systems
• Airport Operations Control Centre (AOCC)
• Cloud migration and managed cloud services
• Enterprise application support
• Data and analytics platforms
• AI and automation initiatives
• Application modernization
• Managed infrastructure and application services

Ensure seamless transition from project implementation into steady-state managed services.

• Establish governance frameworks, operational dashboards, service reporting, and KPI tracking.
• Monitor SLA achievement, service quality, customer satisfaction, risks, and continual service improvement initiatives.
• Ensure compliance with security, regulatory, and operational requirements within aviation environments.
• Lead service reviews and implement corrective actions where required.

Requirements

• Bachelor's degree in Computer Science, Information Technology, Engineering, Business, or a related discipline.
• Minimum 10 years of experience in IT service delivery, managed services, or technology consulting, with at least 5 years in a Delivery Manager, Service Delivery Manager, or Programme Delivery leadership role.
• Proven experience delivering enterprise managed services and digital transformation programmes within the aviation industry.
• Strong experience working in a System Integrator (SI), IT consulting, or technology services environment managing large-scale customer engagements.
• Demonstrated experience supporting aviation organisations such as airlines, airport operators, aviation authorities, air cargo and logistics providers, ground handling organisations, MRO providers, or aviation technology service providers.
• Solid understanding of IT Service Management (ITSM) frameworks, including Incident, Problem, Change, Release, Capacity, Availability, and Service Level Management.
• Experience managing enterprise managed services across infrastructure, cloud, applications, data platforms, and end-user services.
• Hands-on experience overseeing digital transformation initiatives, including cloud migration, application modernisation, AI and automation, enterprise application support, and data & analytics platforms.
• Strong knowledge of service governance, operational reporting, SLA and KPI management, service improvement, and customer satisfaction measurement.
• Experience managing transition from project implementation to steady-state managed services.
• Proven ability to lead geographically distributed onsite, offshore, and cross-functional delivery teams, including Service Managers, Project Managers, Solution Architects, Technical Leads, Engineers, and Support teams.
• Strong stakeholder management skills with the ability to engage senior executives, business leaders, and technology stakeholders while building trusted long-term customer relationships.
• Demonstrated experience managing customer escalations, major incidents, risk mitigation, and service recovery in mission-critical environments.
• Strong commercial acumen with experience managing service P&L, budgeting, forecasting, resource planning, contract governance, renewals, and change requests.
• Proven ability to identify opportunities for service optimisation, account growth, cross-selling, and continuous improvement.
• Excellent communication, presentation, negotiation, and leadership skills with the ability to influence stakeholders across technical and business functions.
• Experience working in Agile, Waterfall, or hybrid delivery environments.
• Strong analytical, problem-solving, and decision-making capabilities with the ability to manage multiple priorities in a fast-paced environment.
• Familiarity with aviation operational systems such as Airport Operations Control Centre (AOCC), Passenger Service Systems (PSS), Airport Management Systems (AMS), baggage handling systems, flight operations, or other aviation technology platforms is highly advantageous.