Service Delivery Manager

6 months ago

Sydney Kingsford Smith Airport, Australia dnata Full time

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

We are currently looking for a Ramp and Baggage Service Delivery Manager to join our Sydney team.

**Overall Purpose of the **Position**:
The Service Delivery Manager is responsible for the management of end-to-end dnata Ground Services and Ramp 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 simultaneous complex and multi-dimensional business issues with competing demands within an environment of sensitivities, constraints and competing stakeholder priorities.

**OH & S Responsibilities**
- Comply with the dnata OHS Policy and related Group Policies
- Comply with legislative OH & S requirements
- Develop and maintain a positive safety culture focused on awareness and vigilance.
- Conduct work in accordance with dnata’s OH & S Management System and customer OH & S requirements
- Follow all safety work procedures, adhering to all safety guidelines provided
- Attend OH & S induction and training as directed by the business
- When applicable wear the required personal protective clothing and equipment

**PRIMARY DUTIES AND RESPONSIBILITIES**
- Lead a professional team that will provide superior customer service to a diverse group of people that will demand ongoing improvement.
- Lead the team to control and reduce, where possible, labour costs and other expenses whilst continuing to meet our clients’ requirements as outlined in our Service Level Agreements (SLAs).
- Lead the team to meet and exceed KPIs and KRAs that are set out.
- Provide timely reports to the senior management team.
- Facilitate grievance and performance management issues.
- Lead the team with a performance framework and provide regular feedback to direct reports to enable ongoing improvement to skills and knowledge.
- Lead the team to ensure we meet and adhere to all safety requirements and legislation that exist in the business and promote a zero harm culture.
- Manage recruitment processes including selection, induction or termination when required.
- Manage the training requirements of the Ramp Operations Team to ensure that all mandatory and regulatory training is completed and up to date.
- Participate as a dedicated and collaborative member of the dnata Ground Services Management team and effectively manage all stakeholder relationships to ensure success of the business.
- Represent dnata with all existing customers ensuring total retention of customer contracts and an exceptional level of support and customer satisfaction.
- Manage the auditing and compliance of the dnata site including the conduct of staff and compliance with dnata strategic and operational goals.
- Lead the development and delivery of a client centric, commercially focused operations including the management, organisation and coordination of all work areas during day of operations and the management, monitoring and evaluation of Ground Handling Agreements and Service Level Agreements;
**OH & S Responsibilities**
- Comply with the dnata OHS Policy and related Group Policies
- Comply with legislative OH & S requirements
- Develop and maintain a positive safety culture focused on awareness and vigilance.
- Conduct work in accordance with dnata’s OH & S Management System and customer OH & S requirements
- Follow all safety work procedures, adhering to all safety guidelines provided
- Attend OH & S induction and training as directed by the business
- When applicable wear the required personal protective clothing and equipment

**Essential Criteria**
- Commitment to dnata’s vision, values and mission
- Ability to interact confidently at an operational and executive level
- Strong leadership skills, underpinned by a genuine interest in people
- Work in a safe manner at all times
- Exceptional personal standards of honesty, integrity and professionalism
- Intermediate level skills in MS Office particularly in Word, Excel, Outlook and Power point
- Customer focused and ensuring the needs of stakeholders are met and exceeded
- Well-developed communication and interpersonal skills with the ability to work in a consultative manner
- Ability to sustain effective working relationships across the organization
- Self-confidence and high levels of initiative
- Excellent time management skills
- Excellent communication skills, both written and oral
- Attention to detail and accuracy
- Strong motivation, influencing and team-building skills
- Strong service orientation with the ability to foster a strong service culture

**Desirable Criteria**
- 2 - 3 years’ experience

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