Service Management Lead

We are a part of International Airlines Group, one of the world's leading airline groups flying to over 270 destinations and carrying more than 100 million passengers each year.

We provide a plug and play platform of scalable, best in class procurement, finance and IT business services to Aer Lingus, British Airways, IAG, IAG Cargo, IAG Loyalty, Iberia, Iberia Express, LEVEL and Vueling.

We combine functional expertise with a strong focus on customer service to make our Group stronger, more efficient, more competitive.

Service Management Team plays a key role in driving excellence in service delivery and stakeholder engagement across the organization. The Service Management Lead will act as the primary point of contact for OpCos, ensuring alignment between GBS, BPO partners, and internal functional teams.

Key Responsibilities

• Manage contracts and vendor relationships, ensuring compliance with SLAs and contractual obligations
• Monitor BPO performance, proactively identifying risks or gaps in service delivery
• Provide governance for BPO initiatives and ensure consistent standards across regions

• Support daily operations across functional teams and ensure smooth service delivery
• Coordinate process transitions and act as a partner to the business during onboarding or transformation phases
• Oversee data governance and risk controls, ensuring full adherence to internal policies

• Act as the primary GBS contact for OpCos, fostering strong collaboration and trust
• Facilitate monthly service reviews, prepare performance decks, and manage action trackers
• Conduct stakeholder satisfaction surveys and facilitate improvement initiatives

• Deliver and monitor ICFR controls, ensuring timely execution and audit readiness
• Support internal and external audit processes, ensuring documentation and responses are accurate and timely
• Maintain up-to-date administrative and compliance records in line with GBS policies

• Identify areas for improvement in service performance and stakeholder satisfaction
• Support key internal projects and cross-functional initiatives that aim to improve process quality, cost efficiency, and service experience
• Provide input into automation and digitalization initiatives where relevant

• Strong business, procurement and financial acumen with the ability to evaluate, analyse and solve problems
• Strong negotiation and influencing skills, capacity to align diverse views and gain consensus, providing clarity and direction on what is to be achieved and break down barriers that get in way of effective team working
• Excellent stakeholder management skills with the ability to engage with and influence stakeholders (verbal and written)
• Strong interpersonal and communication abilities; skilled at building and maintaining trust-based relationships with internal and external stakeholders
• High level of business analytical skills and commercial awareness, with a drive to identify gaps and improve service satisfaction
• Resilient under pressure; able to handle difficult situations, manage escalations, and navigate ambiguity with sound judgment and focus
• Ability to manage competing priorities and deadlines in a constantly evolving environment, using strong problem-solving and decision-making capabilities
• Committed to a service-oriented culture and continuous process improvement
• Fluent in written and spoken English
• Knowledge of finance or aviation processes, ideally gained in an international or complex organizational context
• Experience working in change-driven environments involving people, process, policy, and technology transformations
• Proven experience in monitoring and reporting performance management metrics (KPIs, SLAs)
• Prior experience in the aviation sector considered an advantage
• Proficiency in MS Excel, Word, and PowerPoint
• Familiarity with creative tools such as Canva and other visual design programs