Service Delivery Manager

About the role

Müller’s Solutions is seeking an experienced Service Delivery Manager to oversee end-to-end IT service delivery for clients within the airline and aviation industry. The role involves maintaining strong client relationships, ensuring compliance with SLAs and KPIs, and coordinating cross-functional teams to deliver high-quality technology services. The successful candidate will act as the primary point of contact for stakeholders and drive continuous service improvement.

Responsibilities

• Manage end-to-end IT service delivery for airline/aviation clients.
• Act as the primary point of contact for clients and key stakeholders.
• Ensure services are delivered according to agreed SLAs, KPIs, and quality standards.
• Monitor service performance and identify opportunities for continuous improvement.
• Coordinate with technical, operational, and support teams to resolve service issues.
• Manage incidents, problems, escalations, and service requests.
• Prepare and present service performance reports to clients and management.
• Conduct regular service reviews and stakeholder meetings.

Required skills

• Service Delivery Management
• ITIL
• SLA Management
• KPI Management
• Stakeholder Management
• Incident Management
• Aviation Industry Experience

Nice to have

• Airline IT systems
• Aviation technology
• Airport environments

Qualifications

• Proven experience as a Service Delivery Manager or in a similar IT service management role
• Proven experience working within the Airline/Aviation industry

Certifications

• ITIL

About the Company

Müller’s Solutions is a leading technology and consulting company delivering innovative IT solutions and professional services across the EMEA region. They work with organizations to support digital transformation, IT modernization, and high-quality technology service delivery.