Service Delivery Manager

Your mission: Structure the IT Services & Products supplied by Aerostructures and its partners as a Service Catalog. Validate SLOs & SLAs between Airbus IT, its partners, and the Airbus Aerostructures Service Desk. Design KPIs & Review Service Delivery based on set KPIs to create a Roadmap for Service Delivery Management improvement. Conduct Service Cost review with relevant Partner Relationship management. Maintain Documentation linked to Service Delivery (Architecture Dossiers, Business continuity plans, governance & routines with Stakeholders/Service Providers) for Aerostructures services. Lead Projects linked to new Service set up & service extension for the Aerostructures Service Desk. Lead MFTs to manage IT Service Desk systems as a Product for Aerostructures. Take lead on escalated major incidents until service is restored (resolution or workaround). Drive improvement activities raised to Relationship management specific to Aerostructures services. Drive the Service Delivery Management Ambition and its Roadmap to improve overall Service Management within the Airbus Aerostructures Service Desk. Lead transformation initiatives such as automation and chatbot implementation. Ensure root cause analysis and associated actions of all major incidents are completed by the PSLs. Provide performance metrics and alerts on support and operation from product / PSL relevant to Aerostructures. Identify robustness/improvement actions (in sync with ITOPS in Product) based on data analysis and operational & business feedback. Propose evolution of the operations model and associated tools through innovation, automation for Aerostructures Service Delivery.