Service Delivery Manager

1 week ago

Melbourne Airport, Australia Melbourne Airport Full time

_Initiate and lead a variety of operational improvement projects supporting Airport Service levels, Airline performance and the continuous improvement of our passenger's great experience_
We currently have an exciting new opportunity for a dynamic and experienced Service Delivery Manager to join us.

The Service Delivery Manager is accountable for setting service delivery metrics across terminals, airfield, baggage and technology that support Airline Agreement deliverables.

The role will also be responsible for the oversight and management of Airport Customer Service Levels.

With the aviation and travel sector booming as we head into 2023, on top of major projects that will underpin the future growth and development of Melbourne Airport and Victoria as a whole, now is a very exciting time to join

Key responsibilities:

The role's duties and accountabilities include, but are not limited to:

  • Responsible for all reporting requirements related to Airport Performance, Asset availability and Quality of Service (QSM) as set out in the Airline Services Agreements (ASA)
  • Lead the ASA claim investigation process to identify possible service failures impacting Airline performance and establish
  • Work closely with our operational planning team to determine the potential impact of capital developments and maintenance plans to service levels and advocate for our customers in considering the impacts to service and our customer's experience
  • Build a relationship with the respective business units to understand and translate their business strategy and needs and establish service level targets which meet the metrics established in Airline Service Agreements
  • Measure safety, operational and asset performance against targets, addressing gaps and implementing identified areas of efficiency opportunities.
  • Work closely with internal teams to deliver a safe, secure, compliant, and planned level of service, optimising airline and traveller experience, operational measures and standards
  • Degree qualified in related discipline, Engineering, or equivalent relevant tertiary qualification; and/ or substantial experience within this field minimum 5 years.
  • Demonstrated experience in contract management and leading the development and delivery of SLA's
  • Strong interpersonal and relationship skills need to be able to work 'in the weeds' through to thinking strategically and communicating senior management and executives.
  • An extensive experience in leading in a complex operations environment, where new assets / infrastructure is being developed and delivered in a live operating environment.
  • Highly developed analytical skills and experience with the ability to 'get on the tools' on MS office suite (intermediate advanced Excel), Power BI and other analytical tools
  • Experience in anticipating problems and proactively mitigating potential issues through analysis and trends.
  • A background in Aviation and experience traversing the complex world of airport and airline partnerships would be an advantage.
  • Strong financial management and commercial acumen.
  • Tactical awareness of the impact of asset availability, operations, and customer service on customer experience.
  • Proven ability to influence third parties (internally and externally) in a highpressure environment.

About the Company:


Melbourne Airport (Australia Pacific Airports Corporation) is proud to be one of Australia's premier transport hubs and Victoria's gateway to the world, connecting us to the global marketplace.

We are committed to _creating connections that matter_ and enhancing the traveller experience across every aspect of our organisation to deliver our vision of becoming_ Australia's favourite Airport destination_.

Currently, in an exciting phase of change, we are delivering rewarding career opportunities, making Melbourne Airport a dynamic and fast-paced place to work for our people.


APAC is a majority Australian-owned private company that also operates Launceston Airport, the tourism gateway to Tasmania and an industry multi-award-winning airport.


Culture and Values:


By joining the team at Melbourne Airport, you will work within a friendly, high-performance culture with a focus on our people and their development.

Our vision is to become Australia's favourite Airport destination and our people are paramount to achieving this success.

We provide a supportive environment, with values that encourage all of our employees to Be You, Think Big, Own it and Work Together.


Benefits:

  • Access to airport car parking 24 hours/365 days a year for both business and personal use
  • Hybrid flexible working arrangements
  • Airport Holiday, an additional day of leave
  • Wellness Day, a further additional day of leave
  • Discounted onsite childcare at Creative Garden Early Learning
  • Mental health and wellbeing initiatives
  • Employee Assistance Program (EAP)
  • Career and professional development
  • Active social culture and participatio

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