The role is responsible for ensuring that products and services are delivered seamlessly to clients. This includes leading project teams, rectifying issues, monitoring progress, tracking KPIs, and managing budgets. The individual will take ownership of critical issues, coordinate with resolution parties, and establish effective communication between stakeholders for post-incident reviews. They will ensure that systems, procedures, and methodologies are in place to support outstanding product and service delivery, develop a deep understanding of projects to gain insights into the scope of delivery, and take accountability for service delivery performance, meeting customer expectations, and driving future demand. Additionally, the role involves analyzing third-party and internal processes, creating strategies for service delivery optimization, recommending methods of improvement, and ensuring timely implementation of actions for service delivery upgrades. The individual will provide accurate and regular reports to management on delivery performance, build strong relationships with teams and stakeholders, and lead personnel management, including recruitment, performance assessment, training, and mentoring. The role also requires planning, conducting, and directing the analysis of complex business problems to be solved with automated systems across multiple functional domains, particularly within the aviation flight crew area. The individual will work on high-value projects with large-scale customer impact, support teams in delineating requirements to solve complex business problems, and provide strategic direction for current and future business needs. Strong knowledge of systems flows, engineering documentation, tools, and architecture concepts is a plus. The individual will create business plans and support business cases to ensure alignment with company goals and integrate these with technical programs and project plans. Excellent written and verbal communication skills are essential for serving as the lead conduit between developers, architects, designers, and both external and internal customers.