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Service Delivery Manager
1 month ago
At dnata, we are seeking a highly motivated and experienced Service Delivery Manager to lead our Passenger Services operation at Sydney International Airport.
This role is responsible for the shift and performance management of our Passenger Service operation, with a strong focus on satisfying client needs and delivering promises to our customers.
The successful candidate will manage the day-to-day complexities of business issues and competing demands within an environment of sensitivities, constraints, and competing stakeholder priorities.
This is a full-time role with shift work, and the ideal candidate will have at least 1 year of experience within the aviation industry.
Key Responsibilities:
- Develop and deliver a client-centric, commercially focused operation, including management, organization, and coordination of all work areas during day-of-operations.
- Drive and oversee the day-to-day passenger services operation at Melbourne International Airport.
- Manage, monitor, and evaluate 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 and business strategies 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, focused on awareness and vigilance.
Requirements:
- At least 1 year of experience within the aviation industry.
- Demonstrated leadership experience with a 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.
What We Offer:
- 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 of annual leave.
- Competitive salary.
