Service Delivery Manager - IT Infrastructure

Our infrastructure relies heavily on external partners, managed service providers, and vendors. We're looking for someone engaged, who will ensure that our suppliers deliver as agreed in terms of scope, budget and schedule. In this role, you will be the person who holds suppliers accountable, runs the operational reviews, and steps in before a delayed delivery or an unresolved ticket turns into a business problem. You will work closely with the HO IT Infrastructure to ensure that services are performing as expected. Satair is an Airbus Services company offering first-class material management solutions in the aviation aftermarket industry.

Responsibilities

Run operational vendor management: act as the primary operational contact for infrastructure and network suppliers; Enforce SLAs and deliverables: track performance metrics, address SLA misses or deadline slips early and drive remediation plans; Lead structured reviews: chair regular service reviews (monthly/quarterly), track action items, and ensure unresolved operational issues are completed; Partner with IT Procurement: provide operational data for contract renewals, dispute discussions, and vendor scorecards; Handle escalations: intervene when standard operational channels stall; Work closely with HO IT Infrastructure to ensure services perform as expected; Ensure suppliers deliver as agreed in terms of scope, budget and schedule

Requirements

Proven background: solid experience in a Service Delivery, Vendor Management, or IT Operations role within an enterprise environment; Infrastructure knowledge: practical understanding of enterprise IT (cloud hosting, networks, on-prem hardware, data centers, security platforms), able to follow technical discussions, challenge timelines and spot vague vendor answers; Commercial and contract awareness: hands-on experience working against contracts, Statements of Work (SOWs), and strict Service Level Agreements (SLAs); Communication style: firm, diplomatic, and articulate, able to say "no" or "this isn't acceptable" clearly and professionally while building good supplier relations; Languages: professional fluency in English (written and spoken)

Nice to have

Practical knowledge about ITIL frameworks; Daily experience working on platforms like ServiceNow and Jira; Experience operating within multi-vendor setups and international organizations; Financial understanding; Danish language skills (a plus); Structured approach, especially in written form

Benefits

Competitive salary; Employee Stock Ownership Program; Success sharing; Health insurance; Group accident insurance; Employee discounts to local businesses; On-site gym; App-based health and wellbeing platform; Subsidised canteen; Massage scheme; Airbus Leadership University; E-learning and training offers; Promotion of professional development (e.g. postgraduate studies, technician training); Possibility of mentoring; Gain international experience; Possibility to work remotely; 4 care days; Senior days; Working from home policy (2 days remote per week)