Service Delivery Manager

dnata is more than a global air and travel services provider. We connect people with possibilities and opportunities across 130+ airports in 34 countries through ground handling, cargo, travel, and catering & retail services. Our purpose is clear: to deliver on the promises our customers make. We are powered by a bold vision to be the world’s most admired air and travel services provider, which guides our strategy, culture, and every role across our teams. Our core values fuel everything we do: we are safe, we play to win, we respect everyone and work together as a team, and we are future thinking. At dnata, we foster diversity, nurture ambition, and celebrate achievement. If you're inspired by purpose and motivated to be part of a global team shaping the future of aviation and travel, we’d love to have you onboard.

• Plan the shift and ensure constant collaboration with key stakeholders as required.
• Plan and ensure implementation of relevant contingency and service recovery plans in case of any operational disruptions to ensure high level of safety performance.
• Ensure sufficient staff and support facilities are available for shift in cooperation with central allocations based on the agreed service standards.
• Supervise the day-to-day operations of the department to ensure that work processes are implemented.
• Ensure that safety briefings are conducted regularly while intervening when there is risk exposure, role model safe behaviours and follow up on corrective actions.
• Ensure Safety and compliance to quality standards at work including compliance to all relevant safety policies, procedures and controls across the department to guarantee employee safety, legislative compliance and a responsible environmental attitude and the implementation of BAPP.
• Provide expertise in their specialised area and act as the focal point of contact for key stakeholders, building and maintaining effective relationships with operational stakeholders.
• Collaborate and support internal stakeholders through effective customer relationship management and issue resolution.
• Ensure that customer’s requirements are met and in compliance with regulatory, safety and legal requirements.
• Conduct spot audit on conformance with Standard Operating Procedures (SOPs), Customer Services and KPIs to ensure continuous improvement of processes.
• Lead and support the team members to resolve issues and overcome operational challenges alongwith conducting shift briefings and reporting of incidents.
• Develop a complete on-shift summary highlighting key milestone, areas of development and support with recommendations.

• Bachelor’s degree or Diploma in Business Administration, Aviation, Ground Handling or Customer Service.
• Minimum 6-10 years of experience in Aviation, Ground Handling or Customer Service.
• Advanced understanding of airlines customer service product (specific airport related requirements) and industry regulations for the assigned work area.
• Advanced understanding of the aviation terminology.
• Advanced Customer Management Skills.
• Proficiency in planning, organizing and quality orientation skills
• Advanced written and verbal communication Skills
• Advanced Safety Awareness Skills
• Proficient leadership skills with sound knowledge of budget and cost control.
Proficient IT and Computer Literacy Skills