Job Description
- is accountable for the delivery of all services to expected KPIs
- is responsible for ensuring fulfillment of run operations within national + divisional perimeters whilst ensuring cross national harmonised ways of working
- focuses on maintaining Service Level Agreements, ensuring service quality, and managing stakeholders relationships.
- is accountable for the delivery and resolution of any service desk issues; end to end delivery of incremental business through change control; Client Relationship Management; Incident and Problem Management, Asset & Configuration Management, Service Level and KPI Management.
- Is accountable for a proper EiS activities hand over to the service desk agents
- applies root cause analysis and Continual Service improvement techniques.
- works independently within the boundaries of security policy
- fosters constructive relations with all involved organisations.
- ensures that the right Airbus functional resources are engaged at the right time in the correct manner.

Main Activities




- Assure service desk operations are performed under committed SLAs
- Ensure Backlog is managed on a proper way prioritizing activities when required
- Implements and manages service provision and contributes to the overall product strategy via feedback from both: customers and delivery teams.
- Manages (drive, monitor and report) the insourced and outsourced delivery teams in regards to the fulfilment of aligned Service Level Agreements (in conjunction with Contract Management) and cost optimization.
- Defines the required corrective actions to be led to meet the objectives and drives the associated operational teams.
- Ensures all EiS activities are properly documented and managed with each country SD agents team
- Responsible for the adherence of all relevant processes in accordance with ITIL
- Drive complain, escalation and crisis professionally with all stakeholders
- Proposes initiatives under the CSI process to improve the SD servic

📌 Service Delivery Manager for Service Desk Spain (Getafe)
🏢 Airbus Defence And Space
📍 Getafe