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 service

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