Service delivery manager

An exciting opportunity has arisen for an experienced Service Delivery Manager to lead the delivery of sustainment and support services across a major defence aviation programme.

This role is responsible for ensuring all sustainment activities are delivered to cost, schedule, quality and performance requirements while maintaining exceptional customer relationships. You will act as the key interface between programme stakeholders and support functions, ensuring service levels, operational performance and contractual obligations are consistently achieved.

Working within a highly regulated defence environment, you will oversee service delivery across logistics, field service, deployed operations, maintenance support and compliance activities while driving continuous improvement initiatives.

Key Responsibilities

Act as the primary point of contact for programme sustainment activities and customer engagement.
Lead the delivery of support services, ensuring contractual commitments, KPIs and SLAs are achieved or exceeded.
Coordinate and manage sustainment functions including logistics, field service, deployed operations and service management activities.
Own and maintain business continuity plans, ensuring they remain current, tested and effective.
Manage programme risk registers, ensuring risks are identified, mitigated and regularly reviewed.
Support compliance activities including export controls, audit readiness and governance requirements.
Manage change requests and coordinate delivery of new customer requirements.
Monitor service performance and provide regular reporting on operational effectiveness.
Drive continuous improvement initiatives across service delivery processes.
Conduct regular service reviews with customers and internal stakeholders.
Coordinate service transitions and ensure seamless implementation of new services or capabilities.
Collaborate across multidisciplinary teams to resolve issues and improve service performance.
Undertake Control Account Management (CAM) responsibilities for allocated work packages.

Skills & Experience Required

Essential

Proven experience in Service Delivery Management within a complex engineering, aerospace, defence or technical environment.
Strong understanding of service management frameworks such as ITIL or ISO/IEC 20000.
Experience working with Integrated Logistics Support (ILS) frameworks such as Def Stan 00-600.
Experience supporting Ministry of Defence (MOD) customers.
Project or programme management experience.
Experience coordinating multiple stakeholders, resources, timelines and deliverables.
Strong customer relationship management and stakeholder engagement skills.
Excellent problem-solving and decision-making abilities.
Experience managing risk, governance and operational performance.
Strong communication, leadership and organisational skills.

Desirable

Knowledge of airworthiness and aviation support frameworks including:
MAA
MAOS
MAP
DAOS
CAA Part 145
Experience supporting military aviation programmes.
Continuous improvement and operational excellence experience.

What's on Offer

Permanent position supporting a critical defence programme.
4-day working week (Monday-Thursday).
Opportunity to work directly with MOD customers and key defence stakeholders.
Long-term career development within a highly respected engineering and defence environment.
Involvement in complex, mission-critical support operations.

Security Requirements

Due to the nature of the work, candidates must be eligible to obtain and maintain SC (Security Check) Clearance. Applicants should typically be able to demonstrate a minimum of five years' continuous UK residency to satisfy vetting requirements.
If you have a background in service delivery, defence support, logistics, aviation sustainment or programme management and are looking for a challenging leadership role within a high-profile defence environment, we'd like to hear from you