Service Delivery Manager

Service Delivery Manager, UK - National Messaging

A vacancy for a Service Delivery Manager, UK - National Messaging has arisen within Airbus Defence and Space, to join our Digital team. We deliver the expertise, technology, and equipment for Airbus Defence & Space products, pioneering sustainable aerospace for a safe and united world. Digital is transforming and evolving, and we need talented individuals to make a real difference in how we support, enable, and deliver technological solutions and services to our customers.

As part of our transformation, the new operating model is oriented around multi-functional, agile teams working with the business and developing our digital capabilities. A role in Digital offers an opportunity to grow and develop your career in a progressive and innovative environment.

How You Will Contribute to the Team

• You will be responsible for the reliability, availability, and security of National Messaging services in the UK with 5K users.
• You will perform ITIL based support processes that include incident, problem, change, configuration, and event management with a proven “user-centric” approach to business operation.
• You will ensure that service agreements with the provider are observed and concluded.
• You will analyse service KPIs (Key Performance Indicators) and user feedback to propose and implement improvement actions, and increase the level of customer satisfaction.
• You will manage and report on the planned operating budget.
• You will contribute to the definition of new products and services with the product teams.

About You

You will have experience in IT Service Management and operational activities, including service provider steering. Proven experience in collaborating within large-scale, complex, and multicultural enterprise environments is essential. You should be service and customer experience oriented, with demonstrated expertise in Crisis/Major Incident Management. Autonomous-level Contract Management experience for projects and programs is required.

Strong technical expertise in Messaging and Directory Services is crucial, specifically:

• Microsoft Exchange (On-premise) and an understanding of messaging protocols.
• Managing email security gateways (e.g., Cisco ESA, FortiMail, IMSVA).
• Active Directory (e.g., user lifecycle, group management).

Knowledge of Microsoft Office 365 is also valued. If you're not a 100% match, don't worry! Airbus supports your personal growth with customised development solutions.

What's in it for You

Airbus offers a competitive salary, annual profit share, contributory pension, share options, car leasing scheme, free onsite parking, season ticket loan, tax-free technology scheme, and discounted shopping. Enjoy a 37-hour week, flexible working around core hours, hybrid working, up to 2 additional days per month as TOIL, and the option to buy/sell holiday. There are no core hours on Friday afternoons, allowing for flexibility at your discretion. Benefit from a personalised development plan, access to Airbus Leadership University and 10,000+ e-learning courses, and international opportunities. Wellbeing benefits include 24/7 online GP, mental health support, and a discounted family health/dental insurance. Family and caregiving support includes life assurance and enhanced pay for parental leave. We foster an inclusive environment with wellbeing and multi-faith rooms, and Employee Representative Groups.

Location and Travel

This role is based in Stevenage or Portsmouth, with hybrid working available subject to our Hybrid Working Policy. Business trips within the UK or Europe are to be expected, and you must be willing to travel accordingly.

Security Clearance

You must be able to gain UK SC Clearance.