Contract Manager

  • Full-time
  • Contract Type: Permanent
  • Directorate: IAG Tech

Company Description

IAG Tech is a community of IT and digital professionals from across the International Airlines Group (IAG). We drive the technology behind some of the biggest and most successful brands in global aviation, including British Airways, Aer Lingus, and Iberia.

Brought together in 2019, we are a unique community with a shared vision to deliver Technology Excellence and be recognised as industry leaders in the use of technology.

Our mission is to delight customers, enable employees, accelerate business performance, protect our business and increase shareholder value, through the innovative and agile use of technology and data.

We use product-centric delivery teams using agile methods to implement new capabilities at pace and maximise business outcomes. With a relentless focus on improving system performance and stability, we continually strive to find new and better ways to innovate and support the Group.

Our Values

At IAG Tech we share common values to help us create the right culture to underpin our thriving community:

Innovation | we value identifying new ways of using technology to solve business challenges

Empowerment | we value giving people the freedom to operate, that they take accountability, and collaborate with colleagues

Professionalism | we value having and developing the right knowledge and competency to be able to do our jobs to the best of our ability

Transparency | we value honesty and integrity and always share the reality in a manner the business understands

Agility | we value responsiveness, speed and flexibility in everything we do

We celebrate when we see great examples of our values in action and challenge each other when we see these values being ignored.

Job Description

The Role


As the contracts manager you will be responsible for the delivery of the Global Operations Centre and key ITIL operational processes (Event, Incident, Problem, Change and Request), the IT Risk Framework and service continuity. You will ensure service restoration for all incidents and degradations in service, focus on compliance with SLAs. 

Lead on all activities and operational procedures required to trap and resolve any event, ensuring timely and effective communications to all relevant stakeholders through established channels. Provide operational command and control through compliance and focus on reduced incidents and fast recovery of services. Improve maturity of operations in terms of alignment to industry best practice using frameworks such as ITIL3, ITIL4 and LEAN 6 Sigma

Other elements that you will be responsible for will be ensure the service delivery remains aligned to business needs through engaging with key stakeholders to understand and shape business requirements for the short and long term. Ensure that services and key processes meet SLA, and quality standards and conform to compliance requirements. Taking a strategic angle to ensure that the approach to delivering services takes the best advantage of market capability, driving efficiency and continual service improvement.

You will track and report on all services being delivered and align with the Service Management team to assess supplier performance. Lead in ensuring all services have the robust support model to be able to provide the business requirement. Act as a coach to improve understanding, skills and maturity of the team and operations where needed


About you

To be successful in this role you will need to have a deep understanding of service value for customers and driving continuous service improvements. Demonstrates clear leadership and an ability to influence and persuade across the organisation at senior levels, leading by example and aligning stakeholder groups around a common vision. Experience of leading a global 24x7 service offering in a delivery critical IT operational environment.

Extensive knowledge of third-party supplier management principles. Able to partner the business with excellent communication skills with a capacity to present, discuss and disseminate important messages to an executive audience. Clear decision-making ability with the facility to judge complex situations and assess when to escalate issues

This role may require travel and working from multiple sites/locations. Willing and able to travel to participate in meetings, workshops, and other related activities

Additional Information


The chance to enjoy a challenging career in an exciting, fast-moving environment in a dynamic industry, working in a multi-cultural environment with great offices in many locations. We aim to provide all our people with a work/life balance, as well as the many benefits offered by a global organisation, including health insurance, pension, and performance bonuses

Diversity and Inclusion

IAG Tech is part of the IAG GBS organisation, and our people are at the heart of everything we do. We recognise that we can only deliver the required business outcomes if we have a thriving community of technology professionals. Together we strive to become the very best at what we do.

We focus on making Tech a great place to work, with a community that we feel proud to belong to. To help make this a reality, our people strategy focuses on six key domains: Engagement, Talent Management, Reward and Recognition, Performance Management, Learning and Development and Culture.

We understand the importance of Diversity and Inclusion in the workplace to deliver this strategy – everyone should feel part of our team. We want to foster an inclusive workplace, celebrate individuality and embrace differences so that everyone in IAG Tech can achieve their goals and ambitions, regardless of their personal circumstances or background.

As a Group, IAG has an ambition that 40% of senior management roles are held by women by 2025. IAG Tech fully supports that ambition, and we are working to help make it a reality. With this in mind, we have set ourselves the challenging target of recruiting 50% female colleagues by 2030.

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