Service Delivery Manager; HEMS

Job Description

About our Team:

Airbus Helicopters is the world’s largest helicopter manufacturer and the company’s site at Oxford Airport is Britain’s civil helicopter hub.

AHUK offers considerable experience in helicopter sales, bespoke completions, maintenance, CAMO and spares support. Its in‑house engineering capabilities include design, customisation, installation, flight‑testing and certification, as well as technical support, maintenance, training and the supply of spares for civil and military applications.

AHUK is also the MoD’s chosen provider of helicopters and maintenance for the UK Military Flight Training System located in RAF Shawbury (Shropshire) and RAF Valley (Anglesey).

Reporting to:
Head of Services Delivery

We are seeking an experienced and dynamic candidate to provide leadership for the delivery of our Civil Helicopter Maintenance Projects with a primary focus on Helicopter Emergency Medical Services (HEMS), Private & Business, and National Resilience (non‑NPAS). The Service Delivery Manager (SDM) for Civil Helicopter Maintenance Projects is one of three new SDM roles responsible for ensuring delivery of base and off‑site maintenance contracts to schedule, cost and quality.

The SDM will ensure an end‑to‑end flow from customer contract through to handover of the aircraft back to the customer.

You will facilitate a multi‑functional delivery team formed as a matrix organisation, aligning a value stream approach to drive the day‑to‑day delivery of KPIs defined by the contract and as directed by the Head of Services Delivery. The service‑delivery matrix organisation will comprise personnel from MRO, Materiel Management, CAMO, Customer Support Managers (CSMs), Commercial, Finance, Tech Support, PMO and Aircrew. The SDM will also be supported by a cost controller and the MRO Production Planning Engineer.

• Operational Performance:
  Responsible for end‑to‑end delivery performance (schedule, cost and quality) of each maintenance contract plus any ad‑hoc arisings. This requires:
  • Managing the production and updates (re‑baselining) of project‑level budgets (hours and materials) for each aircraft maintenance input.
  • Managing the allocation of budget man‑hours, commitments and forecasts to maintenance‑module level.
  • Daily progress monitoring and problem solving.
• Supporting the Cost Controller with production of cost reports, dashboard updates and metrics.
• In conjunction with the Cost Controller, maintaining strong coordination with all departments to ensure all costs are accurately booked, allocated and in line with contract performance requirements.
• Managing requirements for additional and emergent work (defects) to ensure appropriate costs are captured for invoicing to the Customer.
• Cross‑Functional Integration & Synchronisation:
  Ensuring seamless integration, synchronisation and collaboration among each function represented within the Delivery Team.
• Regular Operational Reviews:
  Performing daily progress reviews with the Delivery Team to monitor and control progress against the contracted performance, identify bottlenecks and ensure prompt resolution. Meetings adopt the Safety, Quality, Cost, Delivery, People (SQCDP) framework.
• Routine Reporting:
  Conducting analysis and continuous SQCDP reporting on work in progress (WIP) of the overall delivery programme and for each detailed aircraft project, including KPIs, CPI/SPI and other metrics as defined by the Head of Services Delivery.
• Historic Data:
  Compiling a data pool from completed projects for retrospective analysis of performance/cost issues, recurring trends and satisfaction of contracted requirements. Focusing on improving charge‑out rates to increase profitability and competitiveness, and supporting future bid development.
• Customer Reporting:
  Liaising with the CSM to maintain dialogue with the Customer, producing customer reports in line with contractual agreements, supported by conference calls and in‑person visits as required.
• Process Optimisation & Efficiency:
  Driving continuous improvement initiatives within the scope of the Delivery Team, identifying opportunities to improve customer…