Service Delivery Manager

**Company Description**
We are part of International Airlines Group (IAG), one of the world’s leading airline groups and owner of some of the biggest brands in the sky.

With a diverse workforce spread across four countries, IAG GBS provides creative and innovative solutions to drive sustainable transformation by delivering finance, procurement and airline services, as well as group-wide systems across IAG. Each operating company benefits from the GBS centralised model, driving efficiencies, automation and economies of scale.

IAG Tech’s vision is to increase shareholder value, accelerate business performance, delight customers, enable employees, and protect our business through the innovative and agile use of technology and data
- Delivery of agile, efficient and resilient Group end-to-end services, for the relevant Operating Company (OpCo)
- Leadership of IAG Tech Service Delivery for the relevant OpCo, working in partnership with the wider O&I management teams to remediate issues and ensure gap closure
- Draw on broad knowledge of the relevant OpCo technologies, processes and business areas, to deliver business partnering and leverage of IAG Tech O&I services
- Drive a customer centric I&O strategy in the relevant OpCo, developing Customer Satisfaction measures. Engage, transform and motivate existing teams and partners across the Group to deliver on this strategy
- Escalate cross-supplier areas that require improvement, providing Business Service specific input collaborating with the O&I Service Management Leads to review Provider proposed initiatives
- Work across Group and with third-party supplier partners to ensure delivery to defined I&O strategies
- Identify evolving business needs, developing the supporting I&O strategy to drive innovation, concept assessments, risk analysis and ultimately business case development. Leveraging of any relevant OpCo business intelligence and insights
- Proactively lead the identification and execution of continual improvement opportunities. Use thorough understanding of the relevant business area, ensuring the provision of a robust IT service to the business, improvement of service levels and operational integrity
- Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed
- Collaborate with other Service Delivery Managers to ensure solutions are developed to improve business performance (KPI and SLA performance)
- Act as the key contact for the relevant OpCo, ensuring effective service review meetings covering performance, service improvements, quality and processes
- Work closely with stakeholders and Production Support teams to ensure projects are transitioned smoothly into in-life Support

**Qualifications**
- Must possess a robust background in service delivery or operations management
- has successfully contributed to the establishment of a managed services team for an international company.
- Proven track record of successfully optimizing service delivery processes.
- Strong understanding of IT service management frameworks (ITIL, ITSM).
- Excellent analytical, problem-solving, and decision-making skills.
- Proven ability to lead and motivate a team.
- Strong communication and interpersonal skills.
- Experience with cross-skilling and training teams.
- Experience with automation tools and runbook creation a plus.