Service Delivery Manager - Manchester Airport Group

As the Service Delivery Manager for our partner customer Manchester Airport Group (MAG), you will work in close collaboration with the Service Program Account Manager MAG. Regularly interacting with cross‑functional business areas and liaising with internal and external stakeholders. This role is pivotal in driving service excellence for MAG and it is essential you are a champion of our corporate values, advocate of change and our continuous improvement ethos.

You will have proven experience of delivering results, developing high performing, agile teams and strong background in large volume, 24/7 technical and/or complex service operations. The role will be pivotal in ensuring delivery is aligned with our contractual obligations, regulatory industry standards and compliant with all legislation. You must be willing to hit the ground running, enjoy working in challenging environments, be flexible, proactive, adaptable, solutions focussed and a major team player. Having a true passion for investing in performance and development of our people and be committed to our customers mission always being our mission.

Essential Duties and Responsibilities

• Technical Operational Delivery & Service Performance: responsible for customer asset maintenance, repair, software upgrades across Manchester Airport Group (MAG) sites.
• Inventory Management: ensure compliance with company inventory management and contractual obligations for critical on-site stock.
• Operational & IT Incident Management: service recovery of assets and support to major IT incidents.
• Systems Utilisation, Data analysis and reporting.
• Resource & Maintenance Scheduling: gap analysis and impacts.
• Workforce Planning & Resource Management: long‑term planning for resource, service improvements, and operational resilience.
• Adherence to industry regulations, health & safety, cyber security.

People & Performance

• Maintain skills matrix and regular assessment of Engineer competency informing technical product training and soft skills requirements.
• Cascade business area objectives and identify specific objectives relating to team and MAG operations.
• Drive employee engagement through regular check‑ins, mid‑year and annual reviews to the required timelines and ensure performance records are maintained by both Engineers and Manager.
• Absence management – ensure relevant HR processes are adhered to for all absence types.
• Ensure corporate mandatory compliance and health & safety training is completed to required deadlines.
• Assume responsibility for ensuring housekeeping and safety within the MAG designated offices at each site with regular reviews of the site working areas, reporting any issues to both Leidos and MAG HSE.

Time Management

• Service Level Management: own, monitor, and report on all Service Level Agreements (SLAs) related to checkpoint operations, driving performance to meet or exceed targets.
• Ensure effective planning of own/Service Program Account Manager diary, tasks, workstreams and projects.

Cost Control & Efficiencies

• Cost Control: ensure ‘real‑time’ capture within CRM (Salesforce Lightning) and correct labour charging to direct and indirect codes.
• Monitor resource deficits and any overtime requirements ensuring all Engineers working any additional hours have prior approval against business needs.
• Own process for small out of scope service projects to include outline of requirements and costs through to quotation and delivery.
• Ensuring all such works have engagement with cross functional areas formal purchase orders submitted and any associated RAMs etc.
• Meet weekly with MAG Service Program Account Manager to track resource allocations, overtime spend and parts usage and engage with Service Leadership bi‑weekly to report challenges/highlights.
• Ensure key service commissioning/decommissioning/repair projects are efficiently cost‑effectively planned, resourced and co‑ordinated with MAG Engineering, External suppliers and cross‑functional departments.
• Ensure review, approval and monitoring of any required travel, accommodation and sundry expenses. Ensuring compliance with policy.

Data and Reporting

• Performance Reporting: Track and report on KPIs and operational metrics.
• Service Level Management: Monitor and report on SLAs.
• Documentation & Record Keeping: Maintain secure and accurate records of compliance activities, ensuring readiness for inspections, including ISO9001-2015.
• Ensure accuracy of Engineer utilisation of Systems (Salesforce Lightening/Deltek/Costpoint Timely and accurate transactions against open work orders.

Communication & Collaboration

• Create regular forums with the Service Program Account Manager and sited teams to build engaging and trusting relationships – operational stand‑ups through to monthly operational reviews.
• Build a strong and trusting collaborative relationship with the MAG Service Program Account Manager, Service Management, key Stakeholders, Senior Management and Leadership.
• Co‑ordinate periods of leave and any training with the Service Program Account Manager. Highlighting any gaps to Snr Management for ad‑hoc support from the UK Area and Service Account Managers.
• Ensure Weekly Operations Meetings are scheduled and chaired at each site (generally remotely/on‑site for exceptions).
• Stakeholder Engagement: Cultivate and maintain strong internal/external relationships, including MAG Engineering, Leidos Service Programs always ensuring clear and concise communications (written/verbal).
• Escalation & Incident Management: Act as the escalation point for operational issues and service disruptions – report to the Service Program Account Manager MAG and upward as necessary.
• Team Leadership & Development: Recruit/onboard, train, and develop site‑based service delivery teams, fostering a high‑performance culture focused on safety, compliance, improvement and customer service excellence.

Cross Functional Working

• Stakeholder Engagement: Work with MAG Engineering, Leidos Service Programs, Technical support and other inter‑departments across the business as required.
• Audit & Inspection Management: Lead internal and external audits across all three airport sites.
• Work with MAG Engineering at each site to ensure MAG first line level one and two maintenance is being completed.
• Highlight any non‑delivery and service impacts to Service Program Account Manager and Snr Manager Service Delivery.

Health & Safety

• Regulatory Adherence: Ensure full compliance with UK Civil Aviation Authority (CAA) and Department for Transport (DfT) regulations governing airport security operations.
• Risk Management: Conduct regular risk assessments to identify vulnerabilities and develop mitigation strategies.
• Responsible for and proficient in creation and review of RAMS and engaging with Health & Safety Team.
• Training & Certification: Ensure all team members hold valid training certificates/Airside passes/CTC.
• Monitor/update training records/matrix to ensure compliance.
• Incident Reporting & Investigation: Manage the reporting and investigation of compliance breaches and security incidents, liaising with authorities as needed.

Compliance

• Ensure all processes, procedures and activities adhere to organisational and industry standards.
• Ensure Engineers maintain site access via airport pass issue and validity.
• Responsible for ensuring all Engineers have valid radiation certification to ensure compliance in the use of Radiation Meters and conducting testing within monthly PMs and accurate recording.
• Ensure Engineers are assuming responsibility for Dossimeter readings/submissions within the required timelines and adhering to IRR17 regulations.
• Cyber Security: ensure all Engineers assume responsibility for adherence to related policies and procedures (including company issue laptops/devices and all customer assets (remote & on‑site).
• Participate in any internal and customer audits/desk top exercises.
• Inform and maintain upkeep of cyber related records/reporting.

Equality

• Fully Understand and always adhere to the Company’s Equality Policy and foster diversity.

Company Values

• All employees must represent the Leidos brand with pride and always advocate our Corporate Company Values and Business Ethics.

Requirements

• Proven experience in multi‑site /large scale, cross‑functional technical service operations in regulated environments.
• A background of proven change management and advocating continuous improvement ethos in complex organisations.
• Excellent leadership, people/performance management.
• Ability to foster can‑do attitudes, agile teams, and high‑performance culture.
• Strong collaboration and customer relationship management.
• Excellent planning ability and time management skills.
• Proficiency in interpreting complex technical information.
• Demonstrated commercial and financial acumen.
• High level of integrity and professionalism.
• Competent understanding and application of health & safety, wellbeing and compliance.
• Confident in challenging environments and managing multiple priorities.
• Proficient in use of Microsoft office, bespoke systems with strong analytical and problem‑solving skills.
• Ability to travel regularly and/or at short notice between Manchester, East Midlands, Stansted airports and any other required business location with notice.
• Experience with reliability testing and cross‑departmental resource coordination.
• Knowledge of aviation/security sector.
• Advanced IT skills (CRM, data analytics, reporting tools).
• Knowledge of ISO9001-2015/other quality standards and associated documentation.
• Ability to lead internal and external audits across multiple sites.
• IOSH Managing Safely.

Qualifications

• Level 5 Leadership/Management or equivalent experience.
• NVQ Level 3, HNC, HND in Electronics, Elec/Mechanical Engineering.