OVERALL PURPOSE OF THE POSITION

The  Service Delivery Manager, Passenger Services is responsible for  the shift management of dnata Passenger Services for our clients to ensure an efficient and effective service meeting and exceeding the company’s and our clients’ expectations.

The Service Delivery Manager will manage the day-to-day complexities of business issues and competing demands within an environment of sensitivities, constraints and competing stakeholder priorities.

This role will be a full time position and will be a shift work position. 

Primary Duties and Responsibilities

• Develop and deliver a client centric, commercially focused operation including management, organisation and coordination of all work areas during day of operations 
• Management, monitoring and evaluation of Ground Handling Agreements and Service Level Agreements
• Manage significant stakeholder engagement and consultation to ensure the delivery of a wide range of stakeholder expectations, diverse interests and demands
• In consultation with the management team develop, implement and monitor communication plans, business strategy to drive a customer centric culture
• Develop, implement and control effective rosters and budget management to ensure highly effective, cost efficient and quality business outcomes
• Develop, implement and monitor business processes and standard operating procedures ensuring compliance to industry standards, legislation and dnata Airport Services' policy and procedures
• Provide quality metrics and reporting on critical business issues
• Drive and embed a positive safety culture within the team focussed on awareness and vigilance.

Essential Criteria

• Demonstrated leadership experience with customer centric orientation and ability to drive a service culture
• Demonstrated people management experience
• Good communication skills both written and oral and excellent presentation skills
• Demonstrated record of achievement in building and fostering relationships with key stakeholders and clients
• Extensive experience in engaging and influencing staff to ensure the delivery of a wide range of stakeholder expectations, diverse interests and demands
• Previous extensive experience in a highly controlled and regulated industry with the ability to lead, translate, implement and manage ongoing compliance, industry standards and legislative requirements
• Demonstrated business acumen including, financial and budget management and experience in driving culture change and continuous business improvement.

Should you have any questions or require further information, don't hesitate to reach out.