Service Delivery Manager

Looking for a challenge in one of the world’s largest airfreight logistics organisations?

At IAG Cargo, we’re in the business of moving things. From antibiotics and rhinoceroses to gold bullion, avocados, and everything in between, whatever people need, wherever they are, IAG Cargo is there to bring them the necessary and niche.

As the logistics and cargo brand of International Airlines Group, you’ll work across the globally recognised brands of Aer Lingus, British Airways, Iberia, Level and Vueling.

As well as helping to keep the world’s economies turning, we believe in building a great place for our colleagues to work. Our people are determined, curious, collaborative and take huge pride in everything they do.

The role:

IT Service Delivery Manager

Within the IAG Cargo technology function, the Service Delivery Manager will work across the IAG Group Technology enterprise and multiple IAG Cargo business functions to ensure stability, performance, and uptime across the IT estate (Systems, Technology, Processes and Data) and seamless change – minimising operational disruption.

The Service Delivery Manager will drive close alignment between one or multiple technology and business functions. The role holder will be an energetic, structured, and detailed individual who has a strong passion for driving continual customer focused service excellence, business valued outcomes through technology and process change.

The successful candidate will have experience working in a complex, dynamic IT Service Delivery function.

Leads the identification and execution of continual improvement opportunities, using thorough understanding of the relevant business area, in order to ensure the provision of a robust IT service to the business, improvement of service levels and operational integrity.

Reporting directly to the Head of IAG Cargo IT Service Delivery, this role will be a key part of the technology management team, ensuring our technology solutions and in life Service & business processes are fully aligned and contribute to the vision and strategic direction of the organisation.

People/Relationship

• Build, develop and maintain sustainable respectful stakeholder relationships.
• Inspire outcome-based decision making leveraging trusted data points.
• Lead performance & continual service improvement reviews with key stakeholder groups

Governance

• Member/Invitee of the following boards/meetings:
  • IAG Cargo IT Senior Management Team
  • IAG Cargo IT Functional Management Team
  • Architecture Review Board
  • Project Prioritisation Board
  • IAG Cargo IT and Run Boards.
  • Cross IAG Operating Companies, central IAG IT Steer Co’s and Working Groups.
• Ensure full adherence to all governance, standards, and processes across the IAG Cargo IT and IAG IT organisations.

What you’ll do:

• Working in partnership across the IAG Cargo IT, business, IAG Group IT & Operating Companies.
• Manages IT Service Delivery across the whole portfolio line of business services for the Cargo operating company, ensuring the service availability and performance of IT systems and services are optimised to meet Cargo’s business requirements.
• Drive internal IAG Cargo business functional customer service satisfaction surveys and drive continual improvement based on KPI metrics across the team through Service Improvement Plans.
• Proactively contribute to continual improvement across IAG Cargo organisations, across IAG Operating Companies and central IT, specifically in relation to the operating model and ways of working.
• Monitors service performance levels via detailed metrics ensuring service incidents/problems are managed through to resolution integrity.
• Key conduit between IT Service Operations and Infrastructure and Cargo business - specifically for client relationship management.
• Maintains relationships with stakeholders and end-user departments, managing expectations to define service level agreements.
• Involved in strategic relationships with suppliers, negotiating contracts to meet technical, service and cost requirements. Definition of service levels and problem resolution procedures, along with the process for non-compliance.
• Involved in key Cargo IT supplier relationships, ensuring any third-party deliverables meet strategic, technical and cost requirements.
• In collaboration with Cargo’s Business Enterprise Architecture (BEA) and Business Information Security Officer (BISO) teams, ensure the in-life service failure risk position of Cargo’s infrastructure and services is fully understood by Cargo and work with the BEA and BISO to agree and action relevant mitigations.
• This role requires travel and working from multiple sites/locations. Willing and able to travel to participate in meetings, workshops, and other related activities.

What you’ll bring to IAG Cargo:

• Leadership, at a senior level, with a proven ability to influence and persuade across a complex organisation.
• Senior stakeholder management, with a proven ability to influence and persuade internally and externally.
• Ability to recognise priorities and guide others towards the accomplishment of strategic business goals and objectives.
• Displays confidence and resilience, plus an energy to deliver results.
• Strong analytical skills to identify trends, opportunities, and risks.
• Ability to work under pressure to tight deadlines.
• Excellent team working skills and ability to build and maintain strong relationships.
• Strong written and verbal communication skills with ability to explain complex IT/technology solutions in a coherent manner.
• Excellent planning and prioritisation capabilities.

Your experience:

• Deep understanding of the IT Service Delivery environment, with proven ability to develop and improve services.
• Proven expertise of leading the resolution of service management incidents, with experience of managing, developing and improving complex services
• Proven track record of business partnering, working as a valued partner with senior stakeholders across a diverse operation.
• Significant experience of supplier management and of building effective relationships, through a business partnering approach, while ensuring service levels are maintained.
• Strong communication skills & experience of operating across multiple countries and cultures.
• Experience collaborating with and presenting to Senior Leadership Team

What we offer:

Wherever you work within IAG Cargo, you’ll play a part in connecting people and countries and join a diverse and inclusive business that’s making a difference to the future of aviation.

Colleagues working for IAG Cargo:

• Benefit from attractive and competitive rewards aligned to the local market and role.
• From the day you join us, you’ll get access to brilliant staff travel benefits including unlimited basic and premium standby tickets on British Airways and group airlines. You’ll also receive up to 30 discounted ‘Hotline’ airfares per year for yourself, friends, and family.
• Work with diverse colleagues in a business that truly values inclusion and diversity.
• Are valued for their ideas and opinions.
• Benefit from opportunities for development and progression.
• Are able to support communities across the world, and close to home.
• Work in an environment in which safety and wellbeing are paramount.

Equity, Diversity and Inclusion

Our recruitment procedures positively support our equity, diversity, and inclusion agenda.

All candidates are considered strictly on their merits in relation to the criteria for the role, treated fairly and consistently and have their individual needs responded to throughout the process.

Please advise us if you require any reasonable adjustments to take part in the recruitment process so we’re able to remove any barriers that may present themselves.

To apply for the position of IT Service Delivery Manager, please use the ‘apply now’ function.