Service Delivery Manager - West Coast - Remote

Overview

The Service Delivery Manager is a senior role responsible for managing the delivery, governance, and improvement of support and maintenance services for complex customers in the Air Operations Service Delivery Management organization across the Americas region.

In Short

• Ensure high levels of customer satisfaction through effective service delivery.
• Manage end-to-end service planning and execution.
• Adhere to ITIL-based service management best practices.
• Provide financial oversight and ensure cost efficiency.
• Act as the primary point of escalation for service issues.
• Conduct regular service reviews and strategic satisfaction interviews.
• Manage contract scope and changes effectively.
• Identify service expansion opportunities with existing customers.
• Collaborate with sales and pre-sales to align services with customer needs.
• Ensure timely invoicing for all delivered services.

Requirements

• Bachelor’s degree in business, IT, Engineering, or related field.
• ITIL Certification preferred.
• 10+ years of experience in Service Delivery Management.
• Minimum of 5 years in contract fulfillment and customer agreements.
• Experience working with airports or border control.
• Strong financial management skills.
• Excellent communication and interpersonal skills.
• Ability to operate autonomously and handle complex decisions.
• Fluent in English, both written and spoken.
• Willingness to travel as needed (up to 30%).

Benefits

• A critical mission and purpose in the travel industry.
• A global work environment with diverse opportunities.
• Continuous learning through various training methods.
• A caring work environment that supports personal and family life.
• Attractive remuneration packages including salary, bonus, and benefits.
• A flexible working model to suit individual needs.
• A commitment to diversity and inclusion in the workplace.
• Trust and reliability as core company values.