IT Service Manager for Connected Aircraft Ecosystem (M/F)

IT Service Manager - Connected Aircraft Ecosystem (m/f)

Toulouse, France. You will be part of a team developing a flexible, open, and powerful platform ecosystem to connect aircraft, airlines, and a global network of digital service providers. Within this scope, you will be involved in supervising the end-to-end service delivery for our core platform as well as our on-board AI capabilities, aimed at ensuring quality of service and customer satisfaction (reliability, availability, and performance).

Your challenges

• Oversee end-to-end service delivery for the Connected Aircraft platform, ensuring high reliability, availability, and stability for global airline customers.
• Establish and manage a comprehensive ITIL-based framework, defining and monitoring SLAs/SLOs to consistently meet and exceed service targets.
• Lead incident, problem, and change management processes to ensure swift resolution of disruptions and implement preventative measures for long-term stability.
• Act as the primary interface for airlines and internal partners, while managing operational relationships with key suppliers (e.g., AWS) to ensure contractual compliance.
• Drive a culture of service enhancement through proactive monitoring, performance reporting, and regular service review meetings across the DIIA ecosystem.

Your boarding pass

• At least 5 years of experience as an IT Service Manager or Ops Lead, preferably within the aviation, aerospace, or telecommunications sectors.
• Hands‑on experience managing services hosted on public cloud platforms, with a strong preference for AWS mastery.
• Deep expertise in managing complex, critical B2B services and external providers, backed by a strong preference for ITIL certification.
• Strong analytical skills with a data‑driven approach to service improvement and proactive problem resolution.
• Excellent interpersonal skills with the ability to simplify complex technical issues and a proven track record of leading major incident responses.

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This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company’s success, reputation and sustainable growth.

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