Job Description:

For Airbus Public Safety and Security in Madrid, we are looking for a Service Delivery Manager. Public Safety and Security is the Program Unit in Airbus Defence and Space for advanced communications solutions in areas such as Public Safety, Defence, Transportation and Industry. We offer our customers worldwide a comprehensive range of communication and collaboration solutions based on TETRA, Tetrapol, and Broadband technologies. 

As part of our Program Delivery organization the Service Delivery Manager oversees the end-to-end delivery of services to our clients, from planning to execution, ensuring that they receive exceptional support and solutions. 

Main tasks and responsibilities:

• Ensure service delivery operations and hardware service repair activities.

• Ensure services are delivered on time, on quality and profitable.

• Management of technical team including task coordination and staff development, training and performance evaluation to ensure departmental efficiency and success.

• Develop and maintain strong client relationships for service-related matters.

• Collaborate with internal teams to ensure alignment of services with client current and future needs and expectations.

• Define service metrics and KPIs, monitoring performance and implementing improvements where necessary.

• Manage escalations and resolve service-related issues in a timely and effective manner.

• Implement and oversee methods for monitoring and reporting service manage processes ensuring continuous improvement.

• Prepare and present reports on service delivery performance to stakeholders.

We are looking for candidates with a strong background in telecom service management, adept at coordinating teams and maintaining high client satisfaction, with the following skills and experience:

• Bachelor’s Degree in Telecommunications, Electronics, IT or a related technical field.

• Proven experience in service delivery management or a related field.

• At least 5 years of experience leading service teams. Experience in Mission/Business critical customers is an added advantage. 

• Strong understanding of service management principles, methodologies, and best practices.

• Excellent communication, negotiation, and relationship-building skills with fluency in both written and spoken Spanish and English.

• Ability to lead and coordinate teams, fostering a collaborative work environment.

• Analytical mindset with a focus on continuous improvement and problem-solving.

This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company’s success, reputation and sustainable growth.

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