Service Delivery Manager

Service Delivery Manager

Permanent role based in Helston, Culdrose, offering £68,000.

We are seeking a Service Delivery Manager with experience in service delivery management and ILS delivery frameworks. The successful candidate will work alongside a market-leading Defence and Aerospace company and be responsible for delivering sustainment activities to the programme, ensuring timely and effective services.

Responsibilities

• Act as the primary point of contact for the Sustainment Organisation and programme, building and maintaining strong relationships to understand their needs and expectations.
• Be accountable for the delivery of the agreed Sustainment activities, including Logistics, Deployed Operations, Service Management and Trade Compliance.
• Create, own and maintain Business Continuity Plans (BCPs) for the sustainment function.
• Own and maintain the sustainment risk register, ensuring risks are assessed, owned and reviewed regularly.
• Support compliance activities including CONDO process coordination, export controls liaison and audit readiness.
• Manage requests for change and work with the Sustainment Service Architects to deliver new requirements.
• Develop and implement processes and procedures in line with industry best practices.
• Control Account Management and monitor/report on service performance metrics, ensuring compliance with SLAs and KPIs.
• Create a culture of Continuous Improvement and collaborate with stakeholders to resolve issues.
• Conduct regular service reviews and recommend improvements.
• Coordinate service transitions, ensuring smooth handover and minimal disruption to customers.
• Identify and mitigate risks and opportunities related to service delivery and implement contingency plans.
• Ensure compliance with relevant regulations, standards and best practices.

Qualifications and Skills

• Experience in service delivery management with strong understanding of service management frameworks (e.g., ITIL, ISO/IEC 20000).
• Experience working with ILS delivery frameworks (e.g. Def-Stan 00-600).
• Experience with MOD customer projects.
• Project Management experience.
• Experience supporting complex programmes.
• Ability to plan, organise and coordinate resources, timelines and deliverables.
• Strong relationship building in complex environments.
• Analytical skills to identify problems and propose solutions.
• Strong customer service skills, empathy, communication and product knowledge.
• Knowledge of Airworthiness support frameworks (e.g. MAA – MAOS, MAP, DAOS or CAA Part 145).

If you believe you have the required experience and would like to discuss the opportunity further, please contact us.

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