Service Delivery Manager; HEMS

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.

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. Reporting to the Head of Services Delivery (Hd SD), the SDM shall ensure an end‑to‑end flow from customer contract through to handover of the aircraft back to the customer.

Key responsibilities of the SDM for Civil Helicopter Maintenance Projects include:

• Operational Performance:
  Responsible for end‑to‑end delivery performance (schedule, cost and quality) of each maintenance contract plus any ad‑hoc arisings. In a change from previous methods, the SDM will monitor and control hours and schedule versus an agreed baseline for the maintenance input using live data metrics that are to become an integral part of the daily and weekly operational routines. In the detail, this will require the SDM to perform the following tasks:
  • Manage the production and updates (re‑baselining) of project‑level budgets (hours and materials) for each aircraft maintenance input.
  • Manage the allocation of budget man‑hours, commitments and forecasts to maintenance‑module level.
  • Daily progress monitoring and problem solving.
  • Supporting the Cost Controller production of cost reports, dashboard updates and metrics.
  • In conjunction with the Cost Controller, maintain strong coordination with all departments to ensure all costs are accurately booked, allocated and in line with contract performance requirements.
  • Manage requirements for additional and emergent work (defects) to ensure appropriate costs are captured for invoicing to the Customer.
  • Cross‑Functional Integration & Synchronisation:
    Ensure seamless cross‑functional integration, synchronisation and collaboration among each function represented within the Delivery Team.
  • Regular Operational Reviews:
    Perform daily progress reviews with the Delivery Team to monitor and control progress against the contracted performance, identify bottlenecks/issues and ensure appropriate actions are taken or escalated to ensure prompt resolution. These meetings will adopt the Safety, Quality, Cost, Delivery, People (SQCDP).
  • Routine Reporting:
    In conjunction with the Cost Controller, conduct analysis and continuous SQCDP reporting on work in progress (WIP) of the overall delivery programme and for each more‑detailed aircraft project, including KPIs, CPI/SPI and other metrics as defined by Hd SD.
  • Historic Data:
    Compilation of a data pool from completed projects for the retrospective analysis of performance/cost issues, recurring trends and satisfaction of contracted requirements. Focus on improving charge‑out rates to increase profitability and competitiveness, and supporting future bid development.
  • Customer Reporting:
    Liaison 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:
    Drive continuous improvement initiatives within the scope of the Delivery Team, identifying opportunities to improve customer satisfaction as well as internal adherence to contract performance metrics. Implement lean methodologies/analyses to identify and implement time and cost savings opportunities to maximise value‑added and minimise non‑value‑added business practices.

• Successful operations management experience.
• Strong understanding of support contracts, MRO (Maintenance, Repair, and Overhaul) operations, and/or complex project delivery.
• Excellent leadership, communication, and interpersonal skills, with the ability to influence and motivate at all levels.
• Ability to manage complex projects and multiple priorities…