Manager – EUX & Delivery

Job Description:

Salary: Competitive

Hours: Full Time, 37.5 hours

Location: VHQ, Crawley, hybrid 3 days a week in the office

Contract: Permanent

Closing Date: 30th May 2025

At Virgin Atlantic Airways, we believe that everyone can take on the world, and its our vision to become the most loved travel company. As we embark on this next exciting stage of our journey, we’re harnessing our spirit of entrepreneurship and innovation to challenge the status quo.

In a nutshell

Virgin Atlantic is looking for a customer-focused and analytical leader to drive excellence in End-User Experience (EUX) and Technology Delivery. The EUX and Delivery Manager is central to enhancing user satisfaction by measuring, analysing, and continuously improving the services delivered by Technology.

You will champion a user-centric culture, proactively managing end-user feedback, collaborating with service partners, and ensuring the delivery of outstanding VIP & OIP (Operationally Important) and Executive services. They will also oversee demand forecasting and the structured delivery of small works, ensuring alignment with Statements of Work (SoW), budgets, and timelines.

With a strong foundation in ITIL v3 best practices, this role is key to demonstrating the value and outcomes of technology delivery across the organisation.

Day to day

Some of your key responsibilities as a EUX and Delivery Manager will be:

Own and manage the Customer Satisfaction (CSAT) measurement framework, ensuring regular assessment of user feedback.
Drive a culture of continual service improvement based on ITIL v3 principles by working closely with Service Owners to implement enhancements informed by data-driven insights.
Develop and oversee a bespoke VIP & OIP service model to support operational critical roles & senior executives and high-profile users.
Develop and implement a structured demand management framework to forecast and prioritise technology needs, collaborating with business units and technology teams to anticipate future demand and align resources effectively.
Establish and manage a structured framework for the efficient and effective delivery of small works, ensuring all technology delivery initiatives are aligned with business objectives and ITIL v3 Service Strategy.
Provide data-driven insights and analysis to support technology investment decisions.
Collaborate with third-party service providers to ensure high-quality service delivery by establishing clear performance expectations and holding partners accountable for service excellence.

About you

We would love for our successful EUX and Delivery Manager to demonstrate the following:

A strong foundation in IT Service Management, with practical experience applying ITIL v3 principles to enhance service delivery and operational performance.
Demonstrated experience in shaping positive end-user experiences, using customer feedback and satisfaction metrics to inform and implement meaningful service improvements.
Ability to interpret user feedback and service data, identify patterns or challenges, and lead initiatives that result in measurable improvements to user satisfaction.
Excellent communication and relationship-building skills, with a collaborative approach to working across technical teams, business units, and senior leadership.
Experience providing tailored IT support to executive and VIP users, with a focus on empathy, discretion, and responsiveness.
Proven experience in partner and vendor collaboration, including setting clear expectations, monitoring performance, and fostering accountability and mutual respect.

If this sounds like you, we would love to hear from you!

Our recipe for leadership

At Virgin Atlantic, our leaders empower teams to thrive through collaboration, innovation, and excellence. Explore our Leadership Recipe and discover the 20 core ingredients that define what it means to lead with us, driving our mission to be the most loved travel company and achieve sustainable profit. Want to learn more? Click here

Be yourself

Our customers come from all walks of life and so do our colleagues. That’s why we’re proud to be an equal opportunity employer and actively encourage applications from all backgrounds. At Virgin Atlantic, we believe everyone can take on the world - no matter your age, gender, gender identity, gender expression, ethnicity, sexual orientation, disabilities, religion, or beliefs. We celebrate difference and everything that makes our colleagues unique by upholding an inclusive environment in which we can all thrive. So that everyone at Virgin Atlantic can be themselves and know they belong.

To make your journey with us accessible and individual to you, we encourage you to let us know if you’d like a little extra help with your application, or if you have any individual requirements at any stage along your recruitment journey. We are here to support you, so please reach out to our team, (recruitmentfly.virgin.com) feeling confident that we’ve got your individual considerations covered.

Job Ident #: 2794

Company Details

Virgin Atlantic

Fleming Way
Crawley, England United Kingdom, International RH10 9DF International
www.virginatlantic.com/us/en

Virgin Atlantic uses a mixed fleet of Airbus and Boeing wide-body aircraft and operates to destinations in North America, the Caribbean, Africa, the Middle East and Asia from its main hub at London–Heathrow, and its secondary hub at Manchester

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Job Info

Location

Crawley , England, United Kingdom

Type

Permanent

Company Details

Virgin Atlantic

Fleming Way
Crawley, England United Kingdom, International RH10 9DF International
www.virginatlantic.com/us/en