Service Delivery Manager - HEMS
Location: Oxford
Contract: Permanent
Hours: 37.5 hours per week, Monday-Friday
The Role
We are seeking an experienced Service Delivery Manager to lead the delivery of civil helicopter maintenance programmes, with a primary focus on Helicopter Emergency Medical Services (HEMS), Private & Business Aviation and National Resilience programmes.
The role will have end-to-end responsibility for ensuring maintenance contracts are delivered to schedule, cost, quality and contractual KPIs, coordinating technical, operational and commercial functions throughout each maintenance programme.
Key Responsibilities
- Lead the end-to-end delivery of civil helicopter maintenance projects, including base and off-site maintenance inputs.
- Manage project budgets, man-hours, materials, commitments and forecasts against agreed baselines.
- Monitor live operational data, KPIs and daily progress, identifying and resolving risks, bottlenecks and delivery issues.
- Lead daily operational reviews using Safety, Quality, Cost, Delivery and People (SQCDP) principles.
- Coordinate a multi-functional matrix team across MRO, Materiel Management, CAMO, Customer Support, Commercial, Finance, Technical Support, PMO and Aircrew.
- Work with Cost Control and Production Planning to ensure accurate cost capture, reporting and delivery performance.
- Manage additional and emergent work to ensure appropriate costs are captured for customer invoicing.
- Produce regular operational and customer reporting, including CPI, SPI and other contractual performance measures.
- Analyse completed projects and historic data to identify recurring performance and cost trends and support future bids and programme planning.
- Maintain effective customer relationships and support customer reporting, meetings and site visits where required.
- Drive Lean and continuous improvement initiatives to improve efficiency, customer satisfaction and contract performance.
Essential Experience & Qualifications
- Extensive technical and/or commercial experience within the aerospace industry.
- Proven experience in operations management, service delivery, MRO or complex programme/project delivery.
- Strong understanding of support contracts and the ability to manage delivery against cost, schedule, quality and contractual requirements.
- Strong commercial awareness, including budget management and cost control.
- Experience working across multiple functions within a matrix organisation.
- Strong analytical, problem-solving and data-driven decision-making skills.
- Experience using operational KPIs and performance data to drive improvements.
- Excellent leadership, communication and stakeholder-management skills, with the ability to influence at all levels.
- Degree in Engineering, Operations Management, Business Administration or a related discipline, or equivalent relevant industry experience.
- Knowledge of aviation regulations and safety standards is advantageous.
Desirable Experience
- Experience working within a helicopter OEM, MRO or support and services environment.
- Experience managing or supporting HEMS programmes.
- Experience within Private & Business Aviation or National Resilience programmes.
- Experience managing helicopter customers or helicopter support services.
- Senior-level HEMS/Private programme delivery or commercial collaboration experience.
- Lean or Six Sigma
Security & Eligibility
- This position is subject to National Security Vetting, with the successful candidate required to obtain SC clearance.
- Candidates will generally need to have lived in the UK for the previous five years to meet clearance requirements.
- Successful applicants will also undergo a mandatory BPSS check.
- Candidates must have the current legal right to work in the UK.
- Visa sponsorship is not available for this position.
Please contact Coral at DCS to apply.
INDENG
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