Service Delivery Manager
HybridNewport, Wales, United Kingdom or Filton, England, United Kingdom of Great Britain and Northern Ireland
Newport, Wales, United Kingdom or Filton, England, United Kingdom of Great Britain and Northern IrelandHybridFull TimeEnterprise
Full TimeEnterprise
Job Summary
Manage internal and external clients within the ITIL framework, facilitating change requests, SLA uptimes, and service issue resolution while acting as the primary account contact. Deliver weekly and monthly service reports, own review meetings, and coordinate risks and small changes outside baseline design. Lead high-visibility communications during major security incidents and breaches, presenting specialized security metrics and ensuring alignment with ISO 27001, NIST, and NCSC Guidelines. Provide input to senior management reports, contribute to bids for incremental business growth, and maintain third-party underpinning contracts. This hybrid role requires SC clearance, ITIL v3/v4 certifications, and experience with SIEM, EDR, and ServiceNow tools to uphold Airbus values and deliver consistent service quality.
Required Qualifications
- SC clearance as a minimum
- ITILv3 and v4 – Foundation, Strategy, Design, Transition, Operation and CSI qualifications as a minimum
- Awareness of ITIL v4
- Cyber and SOC experience
- High-level familiarity with SIEM, EDR/XDR, Vulnerability Management platforms, and SOAR tools (e.g., Microsoft Sentinel, CrowdStrike, Splunk, ServiceNow SecOps)
- Microsoft Office
- Google Applications
- Ability to coordinate activity within different groups
- Experience of working within a service environment
- Experience of using Service Management workflow software such as Remedy, Service Now and Jira
- PRINCE2 Foundation
- Agile Leadership
- Financial and Commercial awareness
- Technology Aware (preferably someone who has a Cyber engineering grounding that has spent 5 years minimum in service management)
- Ability to write proposals to gain incremental business
- Good communication skills both written and oral
- Ability to present or engage at most levels within an organisation
- Good client relationship management skills with a commercial understanding
- A proactive team player, who is able to get the best out of people, process, partners and products
- Must be able to give clear direction in terms of how the contract is being managed and the services that will be delivered within the contract in the future
- An eye for detail
- Ability to cover other Service Management process roles
- Be aware of existing and planned Government Security Policy
- An understanding of the commercial T&C's and SLA's, to be in a position to legitimately discuss service commitment
- Ability to effectively manage high priority incidents or commercial disputes
- Experience of working within a service environment
- Experience of using Service Management workflow software such as Remedy, Service Now and Jira
- PRINCE2 Foundation
- Agile Leadership
- Financial and Commercial awareness
- Technology Aware (preferably someone who has a Cyber engineering grounding that has spent 5 years minimum in service management)
- Ability to write proposals to gain incremental business
- Good communication skills both written and oral
- Ability to present or engage at most levels within an organisation
- Good client relationship management skills with a commercial understanding
- A proactive team player, who is able to get the best out of people, process, partners and products
- Must be able to give clear direction in terms of how the contract is being managed and the services that will be delivered within the contract in the future
- An eye for detail
- Ability to cover other Service Management process roles
- Be aware of existing and planned Government Security Policy
- An understanding of the commercial T&C's and SLA's, to be in a position to legitimately discuss service commitment
- Ability to effectively manage high priority incidents or commercial disputes
- Experience of working within a service environment
- Experience of using Service Management workflow software such as Remedy, Service Now and Jira
- PRINCE2 Foundation
- Agile Leadership
- Financial and Commercial awareness
- Technology Aware (preferably someone who has a Cyber engineering grounding that has spent 5 years minimum in service management)
- Ability to write proposals to gain incremental business
- Good communication skills both written and oral
- Ability to present or engage at most levels within an organisation
- Good client relationship management skills with a commercial understanding
- A proactive team player, who is able to get the best out of people, process, partners and products
- Must be able to give clear direction in terms of how the contract is being managed and the services that will be delivered within the contract in the future
- An eye for detail
- Ability to cover other Service Management process roles
- Be aware of existing and planned Government Security Policy
- An understanding of the commercial T&C's and SLA's, to be in a position to legitimately discuss service commitment
- Ability to effectively manage high priority incidents or commercial disputes
- Experience of working within a service environment
- Experience of using Service Management workflow software such as Remedy, Service Now and Jira
- PRINCE2 Foundation
- Agile Leadership
- Financial and Commercial awareness
- Technology Aware (preferably someone who has a Cyber engineering grounding that has spent 5 years minimum in service management)
- Ability to write proposals to gain incremental business
- Good communication skills both written and oral
- Ability to present or engage at most levels within an organisation
- Good client relationship management skills with a commercial understanding
- A proactive team player, who is able to get the best out of people, process, partners and products
- Must be able to give clear direction in terms of how the contract is being managed and the services that will be delivered within the contract in the future
- An eye for detail
- Ability to cover other Service Management process roles
- Be aware of existing and planned Government Security Policy
- An understanding of the commercial T&C's and SLA's, to be in a position to legitimately discuss service commitment
- Ability to effectively manage high priority incidents or commercial disputes
- Experience of working within a service environment
- Experience of using Service Management workflow software such as Remedy, Service Now and Jira
- PRINCE2 Foundation
- Agile Leadership
- Financial and Commercial awareness
- Technology Aware (preferably someone who has a Cyber engineering grounding that has spent 5 years minimum in service management)
- Ability to write proposals to gain incremental business
- Good communication skills both written and oral
- Ability to present or engage at most levels within an organisation
- Good client relationship management skills with a commercial understanding
- A proactive team player, who is able to get the best out of people, process, partners and products
- Must be able to give clear direction in terms of how the contract is being managed and the services that will be delivered within the contract in the future
- An eye for detail
- Ability to cover other Service Management process roles
- Be aware of existing and planned Government Security Policy
- An understanding of the commercial T&C's and SLA's, to be in a position to legitimately discuss service commitment
- Ability to effectively manage high priority incidents or commercial disputes
- Experience of working within a service environment
- Experience of using Service Management workflow software such as Remedy, Service Now and Jira
- PRINCE2 Foundation
- Agile Leadership
- Financial and Commercial awareness
- Technology Aware (preferably someone who has a Cyber engineering grounding that has spent 5 years minimum in service management)
- Ability to write proposals to gain incremental business
- Good communication skills both written and oral
- Ability to present or engage at most levels within an organisation
- Good client relationship management skills with a commercial understanding
- A proactive team player, who is able to get the best out of people, process, partners and products
- Must be able to give clear direction in terms of how the contract is being managed and the services that will be delivered within the contract in the future
- An eye for detail
- Ability to cover other Service Management process roles
- Be aware of existing and planned Government Security Policy
- An understanding of the commercial T&C's and SLA's, to be in a position to legitimately discuss service commitment
- Ability to effectively manage high priority incidents or commercial disputes
- Experience of working within a service environment
- Experience of using Service Management workflow software such as Remedy, Service Now and Jira
- PRINCE2 Foundation
- Agile Leadership
- Financial and Commercial awareness
- Technology Aware (preferably someone who has a Cyber engineering grounding that has spent 5 years minimum in service management)
- Ability to write proposals to gain incremental business
- Good communication skills both written and oral
- Ability to present or engage at most levels within an organisation
- Good client relationship management skills with a commercial understanding
- A proactive team player, who is able to get the best out of people, process, partners and products
- Must be able to give clear direction in terms of how the contract is being managed and the services that will be delivered within the contract in the future
- An eye for detail
- Ability to cover other Service Management process roles
- Be aware of existing and planned Government Security Policy
- An understanding of the commercial T&C's and SLA's, to be in a position to legitimately discuss service commitment
- Ability to effectively manage high priority incidents or commercial disputes
- Experience of working within a service environment
- Experience of using Service Management workflow software such as Remedy, Service Now and Jira
- PRINCE2 Foundation
- Agile Leadership
- Financial and Commercial awareness
- Technology Aware (preferably someone who has a Cyber engineering grounding that has spent 5 years minimum in service management)
- Ability to write proposals to gain incremental business
- Good communication skills both written and oral
- Ability to present or engage at most levels within an organisation
- Good client relationship management skills with a commercial understanding
- A proactive team player, who is able to get the best out of people, process, partners and products
- Must be able to give clear direction in terms of how the contract is being managed and the services that will be delivered within the contract in the future
- An eye for detail
- Ability to cover other Service Management process roles
- Be aware of existing and planned Government Security Policy
- An understanding of the commercial T&C's and SLA's, to be in a position to legitimately discuss service commitment
- Ability to effectively manage high priority incidents or commercial disputes
- Experience of working within a service environment
- Experience of using Service Management workflow software such as Remedy, Service Now and Jira
- PRINCE2 Foundation
- Agile Leadership
- Financial and Commercial awareness
- Technology Aware (preferably someone who has a Cyber engineering grounding that has spent 5 years minimum in service management)
- Ability to write proposals to gain incremental business
- Good communication skills both written and oral
- Ability to present or engage at most levels within an organisation
- Good client relationship management skills with a commercial understanding
- A proactive team player, who is able to get the best out of people, process, partners and products
- Must be able to give clear direction in terms of how the contract is being managed and the services that will be delivered within the contract in the future
- An eye for detail
- Ability to cover other Service Management process roles
- Be aware of existing and planned Government Security Policy
- An understanding of the commercial T&C's and SLA's, to be in a position to legitimately discuss service commitment
- Ability to effectively manage high priority incidents or commercial disputes
- Experience of working within a service environment
- Experience of using Service Management workflow software such as Remedy, Service Now and Jira
- PRINCE2 Foundation
- Agile Leadership
- Financial and Commercial awareness
- Technology Aware (preferably someone who has a Cyber engineering grounding that has spent 5 years minimum in service management)
- Ability to write proposals to gain incremental business
- Good communication skills both written and oral
- Ability to present or engage at most levels within an organisation
- Good client relationship management skills with a commercial understanding
- A proactive team player, who is able to get the best out of people, process, partners and products
- Must be able to give clear direction in terms of how the contract is being managed and the services that will be delivered within the contract in the future
- An eye for detail
- Ability to cover other Service Management process roles
- Be aware of existing and planned Government Security Policy
- An understanding of the commercial T&C's and SLA's, to be in a position to legitimately discuss service commitment
- Ability to effectively manage high priority incidents or commercial disputes
- Experience of working within a service environment
- Experience of using Service Management workflow software such as Remedy, Service Now and Jira
- PRINCE2 Foundation
- Agile Leadership
- Financial and Commercial awareness
- Technology Aware (preferably someone who has a Cyber engineering grounding that has spent 5 years minimum in service management)
- Ability to write proposals to gain incremental business
- Good communication skills both written and oral
- Ability to present or engage at most levels within an organisation
- Good client relationship management skills with a commercial understanding
- A proactive team player, who is able to get the best out of people, process, partners and products
- Must be able to give clear direction in terms of how the contract is being managed and the services that will be delivered within the contract in the future
- An eye for detail
- Ability to cover other Service Management process roles
- Be aware of existing and planned Government Security Policy
- An understanding of the commercial T&C's and SLA's, to be in a position to legitimately discuss service commitment
- Ability to effectively manage high priority incidents or commercial disputes
- Experience of working within a service environment
- Experience of using Service Management workflow software such as Remedy, Service Now and Jira
- PRINCE2 Foundation
- Agile Leadership
- Financial and Commercial awareness
- Technology Aware (preferably someone who has a Cyber engineering grounding that has spent 5 years minimum in service management)
- Ability to write proposals to gain incremental business
- Good communication skills both written and oral
- Ability to present or engage at most levels within an organisation
- Good client relationship management skills with a commercial understanding
- A proactive team player, who is able to get the best out of people, process, partners and products
- Must be able to give clear direction in terms of how the contract is being managed and the services that will be delivered within the contract in the future
- An eye for detail
- Ability to cover other Service Management process roles
- Be aware of existing and planned Government Security Policy
- An understanding of the commercial T&C's and SLA's, to be in a position to legitimately discuss service commitment
- Ability to effectively manage high priority incidents or commercial disputes
- Experience of working within a service environment
- Experience of using Service Management workflow software such as Remedy, Service Now and Jira
- PRINCE2 Foundation
- Agile Leadership
- Financial and Commercial awareness
- Technology Aware (preferably someone who has a Cyber engineering grounding that has spent 5 years minimum in service management)
- Ability to write proposals to gain incremental business
- Good communication skills both written and oral
- Ability to present or engage at most levels within an organisation
- Good client relationship management skills with a commercial understanding
- A proactive team player, who is able to get the best out of people, process, partners and products
- Must be able to give clear direction in terms of how the contract is being managed and the services that will be delivered within the contract in the future
- An eye for detail
- Ability to cover other Service Management process roles
- Be aware of existing and planned Government Security Policy
- An understanding of the commercial T&C's and SLA's, to be in a position to legitimately discuss service commitment
- Ability to effectively manage high priority incidents or commercial disputes
- Experience of working within a service environment
- Experience of using Service Management workflow software such as Remedy, Service Now and Jira
- PRINCE2 Foundation
- Agile Leadership
- Financial and Commercial awareness
- Technology Aware (preferably someone who has a Cyber engineering grounding that has spent 5 years minimum in service management)
- Ability to write proposals to gain incremental business
- Good communication skills both written and oral
- Ability to present or engage at most levels within an organisation
- Good client relationship management skills with a commercial understanding
- A proactive team player, who is able to get the best out of people, process, partners and products
- Must be able to give clear direction in terms of how the contract is being managed and the services that will be delivered within the contract in the future
- An eye for detail
- Ability to cover other Service Management process roles
- Be aware of existing and planned Government Security Policy
- An understanding of the commercial T&C's and SLA's, to be in a position to legitimately discuss service commitment
- Ability to effectively manage high priority incidents or commercial disputes
- Experience of working within a service environment
- Experience of using Service Management workflow software such as Remedy, Service Now and Jira
- PRINCE2 Foundation
- Agile Leadership
- Financial and Commercial awareness
- Technology Aware (preferably someone who has a Cyber engineering grounding that has spent 5 years minimum in service management)
- Ability to write proposals to gain incremental business
- Good communication skills both written and oral
- Ability to present or engage at most levels within an organisation
- Good client relationship management skills with a commercial understanding
- A proactive team player, who is able to get the best out of people, process, partners and products
- Must be able to give clear direction in terms of how the contract is being managed and the services that will be delivered within the contract in the future
- An eye for detail
- Ability to cover other Service Management process roles
- Be aware of existing and planned Government Security Policy
- An understanding of the commercial T&C's and SLA's, to be in a position to legitimately discuss service commitment
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