Service Delivery Manager (Passenger Services)
Sydney International Airport

dnata is one of the most recognised ground services companies in the world and we are looking for motivated, passionate, team focused and energized employees, to complete the job on hand and to deliver on the promises to our customers. dnata is proud to offer on the job training and upskilling. This allows for opportunities for career progression and professional development! 




The Service Delivery Manager, Passenger Services is responsible for the shift and performance management of dnata's Passenger Service operation at Sydney International Airport. This role has a strong focus on satisfying client needs and delivering the promises that our customers make.


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 and operate with shift work.


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
  • Drive and oversee the day-to-day passenger services operation at Melbourne International Airport
  • 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

  • At least 1 year experience within the aviation industry.
  • Demonstrated leadership experience with customer centric orientation and ability to drive a service culture
  • Demonstrated people management and aviation 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.

Desirable Criteria

  • Degree in Aviation or Business Management
  • Other relevant tertiary qualifications


What we offer in return:

  • Opportunity to work for a Global company
  • Great team environment
  • Extensive training and support
  • On site parking (paid by dnata)
  • Discount and rewards program
  • 5 Weeks annual leave 
  • Competitive salary 


After you have applied, and we believe you would be a potential perfect fit in our business, you will be contacted within 2 weeks of the closing date.

  Full Time

    Sydney International Airport NSW

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   Posted 27 Jun 24

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  The employer's desired hours for this Job are…

The hours shown may exceed the hours actually required if the Job has flexible hours or will be shared with other employees.