Service Delivery Manager

New Yesterday

AeroCloud is a next‑generation operating system for airports, offering Airport Operating Systems (AOS), Passenger Flow Management solutions, and advanced analytics on aircraft and passenger movement. We aim to be the first call for airport technology, supporting our clients through innovative software that drives their success. About the Role We are seeking a proactive and organized Service Delivery Manager to join our growing team. In this hands‑on role you will promote a customer‑oriented, service‑first culture and will be responsible for managing high‑priority incidents, driving continual service improvements, coordinating complex deployments, and owning the support relationship for key customer accounts. Job Requirements
Proven experience in service delivery, IT service management, or a related role Experience in both agile, modern software environments and governance‑heavy, control‑oriented contexts Strong understanding of Agile, DevOps, and ITIL methodologies Generalist technical knowledge with the ability to quickly grasp details and communicate at a technical level Skilled in incident and problem management, including facilitating root‑cause investigations across diverse technologies Excellent organizational skills, managing multiple projects and priorities simultaneously Strong communication and stakeholder management skills (internal and customer‑facing) Experience coordinating software deployments and releases in governance‑heavy live customer environments Experience with global asset management A proactive, solutions‑focused mindset and a drive for continual improvement
Key Responsibilities
Own and manage the support relationship with key accounts, coordinating tickets, releases, and customer communications Own, review, refine, and embed AeroCloud’s incident management processes Identify incident trends and support root‑cause analysis Manage high‑priority incidents, including coordination, communication, and follow‑up to prevent recurrence Facilitate blameless incident reviews to identify technical and process improvements Participate in the on‑call management escalation and major incident management rota, progressing critical incidents out of hours Lead and drive the progression of small continual service improvement projects Coordinate complex software deployments across AeroCloud’s airport estate Review and optimize support contracts and supplier agreements
Job Benefits
Competitive salary Best‑in‑class share‑options scheme Flexible working environment 25 days annual leave + statutory holidays Birthday leave (take your birthday off on us) Access to our Employee Assistance Program Extensive upskilling and training opportunities Company pension scheme Employee perks and discounts Salary sacrifice schemes – Cycle to Work and EV scheme Digital Nomad policy (work abroad up to 4 weeks a year)
Our Ethos AeroCloud recognises diversity, equality, and inclusion at the heart of our business. All employees and customers are respected and welcomed, and we are committed to a workplace where everyone feels valued and has the opportunity to succeed. Equal Opportunity AeroCloud is an equal opportunities employer. If you require specific work or access accommodations due to a disability or other condition, we are committed to working with you to find the best way to support you at work. #J-18808-Ljbffr
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Location:
Stockport, England, United Kingdom
Job Type:
FullTime

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