Service Delivery Manager

2 weeks ago

Mascot, Australia dnata Full time
About the Role

As a Service Delivery Manager - Passenger Services at dnata, you will be responsible for the day-to-day management of our passenger services operation at Sydney International Airport. This role requires a strong focus on customer satisfaction and delivering high-quality services to our clients.

Key Responsibilities
  • Develop and Deliver a Client-Centric Operation: Develop and implement strategies to drive customer satisfaction and loyalty.
  • Manage Ground Handling Agreements and Service Level Agreements: Oversee the management of ground handling agreements and service level agreements to ensure compliance and quality service delivery.
  • Stakeholder Engagement and Consultation: Manage significant stakeholder engagement and consultation to ensure the delivery of a wide range of stakeholder expectations, diverse interests, and demands.
  • Communication and Business Strategy: Develop, implement, and monitor communication plans and business strategies to drive a customer-centric culture.
  • Roster and Budget Management: Develop, implement, and control effective rosters and budget management to ensure highly effective, cost-efficient, and quality business outcomes.
  • Business Processes and Standard Operating Procedures: Develop, implement, and monitor business processes and standard operating procedures to ensure compliance to industry standards, legislation, and dnata Airport Services' policy and procedures.
  • Quality Metrics and Reporting: Provide quality metrics and reporting on critical business issues.
  • Safety Culture: Drive and embed a positive safety culture within the team, focused on awareness and vigilance.
Requirements
  • At Least 1 Year Experience in the Aviation Industry
  • Demonstrated Leadership Experience with Customer-Centric Orientation
  • Demonstrated People Management and Aviation Experience
  • Good Communication Skills 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
  • Previous Experience in a Highly Controlled and Regulated Industry
  • Demonstrated Business Acumen and Financial Management Experience
What We Offer
  • Opportunity to Work for a Global Company
  • Great Team Environment
  • Extensive Training and Support
  • On-Site Parking
  • Discount and Rewards Program
  • Competitive Salary

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