配送经理 – 航空
Delivery Manager – Aviation
我们正在寻找一位经验丰富的交付经理，负责领导并监督亚太地区航空客户管理服务和数字化转型项目的交付。该职位需确保服务卓越、运营表现、客户满意度以及在战略航空客户中的技术服务成功交付。
理想的候选人应具备在系统集成商（SI）环境中工作的背景，能够为航空生态系统内的企业客户提供企业IT服务和数字化解决方案，包括航空公司、机场运营商、航空管理部门、航空货运和物流公司、地面处理组织、维修工程（MRO）供应商以及航空技术服务商。成功的候选人将作为主要服务交付负责人，确保合同承诺、服务级别、治理和持续服务改进，同时支持客户在数字化转型过程中的需求。
关键职责
服务交付管理
- 负责战略航空客户账户的端到端服务交付，确保服务按照合同承诺、服务等级协议（SLAs）、关键绩效指标（KPIs）和客户期望进行交付。
- 管理日常服务运营、服务绩效、事件管理、问题管理、变更管理和服务连续性。
- 确保托管服务的可用性、运营稳定性和持续改进。
- 通过实施ITIL最佳实践、服务治理、自动化和流程优化来推动运营卓越。
客户与利益相关者管理
- 作为所有服务交付事务的主要联系人。
- 与客户利益相关者建立信任关系，包括首席信息官（CIO）、IT总监、数字化转型负责人、机场运营、航空公司运营、工程、商业和业务团队。
- 主持定期的运营审查、治理会议、服务绩效审查和高管指导委员会。
- 管理服务升级，并协调关键事件和客户问题的及时解决。
数字化转型与服务支持
支持客户实现和运营数字化项目，包括：
- 机场数字化计划
- 航空公司技术平台
- 乘客服务系统
- 机场运营控制中心（AOCC）
- 云迁移和托管云服务
查看英文原文
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.
Originally posted on Himalayas