Service Delivery Manager HEMS

This permanent Service Delivery Manager HEMS position in Kidlington centres on end-to-end delivery of civil helicopter maintenance contracts, chiefly Helicopter Emergency Medical Services, Private and Business, and National Resilience. The post-holder owns performance across schedule, cost and quality, monitors live metrics to keep hours aligned to baselines, and re-baselines budgets down to maintenance-module level. Daily progress meetings, resource coordination and customer liaison fall within scope. Applicants should demonstrate contract delivery expertise, budget control, and strong stakeholder management. Salary is negotiable. Working pattern is full-time, site-based, with standard hours. Suited to someone who converts complex plans into tangible results while leading from the operational centre. If you thrive on turning complex delivery plans into real-world results-and want to lead from the centre of the operation-this could be the role for you.

My Client is looking for a Service Delivery Manager to ensure end-to-end delivery of civil helicopter maintenance contracts, with a primary focus on Helicopter Emergency Medical Services (HEMS), Private and Business, and National Resilience.

What you''ll be doing:

• Own end-to-end delivery performance across schedule, cost and quality for maintenance contracts and any ad-hoc requirements
• Lead day-to-day monitoring using live data metrics to keep hours and schedules aligned to agreed baselines
• Manage and re-baseline project budgets (hours and materials), including allocation down to maintenance-module level
• Run daily progress monitoring and problem-solving with the delivery team, escalating as needed to remove bottlenecks
• Partner with the Cost Controller to produce cost reporting, dashboards and SQCDP (Safety, Quality, Cost, Delivery, People) metrics
• Coordinate cross-functionally to ensure costs are accurately booked and aligned with contract performance requirements
• Manage emergent work/defects requirements so costs are captured correctly for customer invoicing
• Deliver regular operational reviews and continuous reporting on programme WIP, KPIs (including CPI/SPI) and trends
• Support customer reporting through liaison with Customer Support Managers, including calls and in-person visits as required
• Drive continuous improvement using lean methodologies/analyses to improve satisfaction and maximise value

What you''ll bring:

• Strong operations management experience and confidence leading complex, multi-priority delivery
• Solid understanding of support contracts and/or MRO operations, or complex project delivery environments
• Excellent leadership and communication skills, able to influence and motivate across all levels
• Strong analytical and problem-solving ability, with a data-driven approach
• Commercial acumen with experience managing budgets
• A proactive, collaborative style-comfortable operating in a matrix team with multiple functions represented

Additional information:

• Experience with aviation regulations and safety standards is highly advantageous
• Operational excellence approaches (e.g., Lean, Six Sigma) are highly desirable
• Customer support/services experience is desirable
• Experience delivering HEMS/Private programmes (as a senior officer or through commercial collaboration at the same level) is desirable

Benefits

• Private Medical Insurance (Bupa) - single cover for employees paid by the company
• Pension: Employees are auto enrolled into the Retirement Fund. Company contributes 6%, employee 4% basic
• Share Incentive Plan and ESOP. Annual share schemes at company discretion.
• Success Share, Discretionary Group bonus scheme (conditions apply)
• Mydrive (employee car purchase scheme)
• Den-Plan (employee purchase scheme)
• Personal Accident Insurance and Travel Insurance

Ready to lead delivery that matters£

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