Delivery Manager

We are seeking an experienced Delivery Manager to lead and oversee the delivery of managed services and digital transformation engagements for aviation customers across the APAC region. This role is responsible for ensuring service excellence, operational performance, customer satisfaction, and the successful delivery of technology services across strategic aviation accounts.

The ideal candidate has a strong background working within a System Integrator (SI) environment, delivering enterprise IT services and digital solutions across the aviation ecosystem, including airlines, airport operators, aviation authorities, air cargo and logistics providers, ground handling organisations, MRO providers, and aviation technology service providers. The successful candidate will act as the primary service delivery lead, ensuring contractual commitments, service levels, governance, and continuous service improvement while supporting customers in their digital transformation journey.

Key Responsibilities
Service Delivery Management

• Own end-to-end service delivery for strategic aviation customer accounts, ensuring services are delivered in accordance with contractual commitments, Service Level Agreements (SLAs), KPIs, and customer expectations.
• Manage day-to-day service operations, service performance, incident management, problem management, change management, and service continuity.
• Ensure service availability, operational stability, and continuous improvement across managed services engagements.
• Drive operational excellence by implementing ITIL best practices, service governance, automation, and process optimisation.

Customer & Stakeholder Management

• Act as the primary point of contact for all service delivery matters.
• Build trusted relationships with customer stakeholders including CIOs, IT Directors, Digital Transformation leaders, Airport Operations, Airline Operations, Engineering, Commercial, and Business teams.
• Lead regular operational reviews, governance meetings, service performance reviews, and executive steering committees.
• Manage service escalations and coordinate timely resolution of critical incidents and customer issues.

Digital Transformation & Service Enablement

Support customers in delivering and operating digital initiatives, including:

• Airport digitalisation programmes
• Airline technology platforms
• Passenger service systems
• Airport Operations Control Centre (AOCC)
• Cloud migration and managed cloud services
• Enterprise application support
• Data and analytics platforms
• AI and automation initiatives
• Application modernization
• Managed infrastructure and application services

Ensure seamless transition from project implementation into steady-state managed services.

Service Governance & Operational Excellence

• Establish governance frameworks, operational dashboards, service reporting, and KPI tracking.
• Monitor SLA achievement, service quality, customer satisfaction, risks, and continual service improvement initiatives.
• Ensure compliance with security, regulatory, and operational requirements within aviation environments.
• Lead service reviews and implement corrective actions where required.

Team Leadership

• Lead regional onsite and offshore service delivery teams.
• Manage Service Managers, Project Managers, Technical Leads, Architects, Engineers, and Support teams.
• Foster collaboration, accountability, knowledge sharing, and continuous development.
• Develop delivery capabilities and mentor future service leaders.

Commercial & Financial Management

• Manage service financials including budgeting, forecasting, resource planning, profitability, and contract compliance.
• Support contract renewals, scope management, service enhancements, and change requests.
• Identify opportunities for service expansion, cross-selling, and long-term customer growth.

Requirements

• Proven experience managing enterprise managed services and IT service delivery within the aviation industry.
• Strong knowledge of ITIL Service Management (Incident, Problem, Change, Release, Capacity, Availability and Service Level Management).
• Experience managing 24x7 production support, application managed services (AMS), or infrastructure managed services is highly preferred.
• Experience transitioning projects into BAU support and managed services.