AJW is seeking a proactive and experienced Customer Service SIM Manager to lead our customer service team in support of key customer contracts. You will oversee the supply of all contractual material to customer networks, ensuring timely and accurate delivery, while driving service excellence and ensuring AJW consistently meets contracted service levels.
Key Duties include:
* Lead the SIM Customer Service team through implementation and ongoing delivery of enhanced service levels for key customer contracts.
* Ensure strong financial and service performance, identifying and resolving issues when targets are not met.
* Oversee material distribution and stock management across customer networks, ensuring timely delivery and optimal inventory levels.
* Coordinate support activities and transactional performance in line with contracted service levels.
* Collaborate with internal teams across Logistics, Operations, MRO, and Quality to ensure seamless service delivery.
* Drive team performance through clear objectives, ongoing support, and effective leadership.
* Develop and manage KPIs, ensuring accurate reporting and escalation of performance issues.
* Use quality systems to address supplier issues and maintain compliance with company and customer procedures.
* Identify training needs and support development initiatives across AJW and customer teams.
* Engage regularly with customers, presenting performance updates and driving cost-saving initiatives through process and technology improvements.
* Own and manage SIM projects including surplus stock, shelf-life reduction, and operational checks.
* Work with IT and Finance to improve efficiency, ensure accurate recharge capture, and support cost reduction across departments.
About you
To be successful in the role, you will bring:-
* Proven management experience in maintenance planning, procurement, and supply chain operations.
* Strong working knowledge of AMOS, ideally as a key super user with system interrogation experience.
* Experience in spares inventory modelling and maintenance planning.
* Excellent relationship-building skills with internal and external stakeholders.
* Ability to communicate organisational goals and foster cross-departmental collaboration.
* Commercial awareness gained through customer service and account management roles.
* Strong interpersonal and written communication skills, adaptable to a range of audiences.
Why join us?
We are AJW. We connect, supply, and deliver. We’re proud to be part of an industry that connects the world.
At AJW, we’re more than just a business—we’re a global team shaping the future of aviation. We connect, supply, and deliver to keep the world moving, and we invest in the people who make it happen. When you join us, you’ll be part of an innovative, supportive, and inclusive workplace where you can grow and thrive. Here’s what we offer:
* A team fun budget to bring colleagues together.
* Free access to LinkedIn Learning to support your development.
* Opportunities to take part in charity events, volunteering, and community projects.
* A modern office with an onsite gym, bike-to-work scheme, and a great restaurant.
* A discretionary bonus and private healthcare.
* Relocation support if you're moving closer to our HQ.
We encourage five days a week in the office to strengthen teamwork, collaboration, and development. However, we understand personal circumstances vary, and we support flexibility where needed. Some roles may require more in-office presence to meet business needs, but we’re committed to finding the right balance for our team.
Watch the video below to discover who we are, what we do, and why AJW could be the perfect place for your next career move.
To recruitment agencies: AJW Group will not accept unsolicited or speculative agency CV’S and will not be responsible for any fees related to unsolicited CVs.