Service Delivery Manager; Airborne Communication Products

Einleitung

In this role, you are responsible for ensuring the end-to-end execution of customer projects/contracts during the in-service phase. Your primary focus is to secure high levels of customer satisfaction by managing costs, quality, and timelines. Acting as a key interface, you will align internal departments, external partners, and customers to ensure operational excellence, manage service performance (SLAs), and drive continuous improvement through strategic change and risk management.

• Lead end-to-end execution of customer projects during the in-service phase, balancing cost, timeline, quality, and customer satisfaction.
• Manage service and change-related topics, including impact assessments, documentation, and stakeholder alignment.
• Coordinate internal teams, external providers, partners, subcontractors, and branch offices as the central point of contact.
• Define service requirements, support procurement activities, and manage internal capacity planning to ensure smooth delivery.

• Monitor and manage SLAs and service contracts, from negotiation and alignment to management reporting.
• Analyze KPIs, conduct service reviews, and identify opportunities for service and process optimization.
• Develop problem and performance management frameworks, including deep-dive analysis and cost reporting.

• Perform risk, root-cause, and variance analyses for project or service deviations and coordinate corrective actions.
• Oversee change management processes, including evaluation of change requests and coordination of technical and organizational workshops.
• Enhance problem and performance management practices to improve operational stability and service quality.

• Maintain professional customer communication through proactive account management, escalation handling, and regular status reporting.
• Serve as the key interface between customers, internal departments, external providers, partners, subcontractors, and branch offices.