Service Delivery Manager

Key Areas of Responsibility :

• Ensure seamless integration of assigned airlines IT digital platforms and thirdparty services into the FlytEDGE ecosystem collaborating with system architects to ensure scalability and efficiency. Oversee onboarding of airline partners and ensure service delivery aligns with contract terms and SLAs.
• Monitor service deployment functionality and availability on the FlytEDGE platform. Manage incidents classify root causes and implement preventive actions including proposing Engineering Change Requests (ECRs).
• Act as the focal point for customer incidents ensuring continuous service availability and improvement. Lead service enhancement initiatives based on customer feedback performance indicators and KPIs driving cost reduction and quality improvements.
• Oversee configuration management ensuring versioning accuracy and model validity. Collaborate with engineering to ensure adherence to Service Management practices including timely delivery of customer change requests.
• Coordinate technical activities across teams ensuring the efficient allocation of resources implementing corrective actions and optimizing service delivery.
• Manage the customer service delivery contract ensuring fulfillment of budget quality reporting and schedule requirements. Handle thirdparty services in support contracts ensuring clear communication and high customer satisfaction.

Minimum Requirements:

• Bachelors Degree in an Engineering Discipline or equivalent experience in the relevant field with 9 years in a similar role with proven experience leading teams in operations or digital service delivery environments and a track record in customerfacing roles particularly in the airline industry.
• Skilled at translating complex technical topics into actionable steps for stakeholders with strong negotiation and influencing abilities. Adept at working crossfunctionally with multidisciplinary teams and communicating effectively with senior management and directors.
• Exceptional interpersonal skills with the ability to communicate effectively and confidently across all levels including aural verbal presentational and written communication.
• Proven ability to work under pressure particularly during peak workloads while supporting the team and maintaining high performance in a fastpaced and changing environment.
• Selfmotivation & Continuous Improvement: Disciplined selforganized and highly motivated to learn and improve both personally and within the team.
• Willingness to support 24x7 operations including availability outside regular working hours.
• Strong background in IS/IT services and digital services with a specific focus on customer service in the airline industry.

Preferred qualifications:

• 5 years experience with a airline service provider in a similar role
• Technical understanding of IFE and Digital platforms
• Certification in digital services/platforms.

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