Operational Services Director

4 weeks ago

Sydney, New South Wales, Australia dnata Full time

dnata is one of the world's most recognised ground services companies, dedicated to providing exceptional customer experiences. We are seeking a highly motivated and passionate individual to join our team as a Service Delivery Manager.

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, ensuring an efficient and effective service that meets and exceeds company and client expectations.

The successful candidate will manage complex and multi-dimensional business issues with competing demands within a sensitive environment. Key responsibilities include:

  • Complying with dnata's OHS Policy and related Group Policies
  • Developing and maintaining a positive safety culture focused on awareness and vigilance
  • Conducting work in accordance with dnata's OHS Management System and customer OHS requirements
  • FOLLOWING ALL SAFETY WORK PROCEDURES AND ADHERING TO ALL SAFETY GUIDELINES PROVIDED

Key Responsibilities:

  • Leading a professional team that provides superior customer service to diverse groups, driving ongoing improvement
  • Controlling and reducing labour costs and other expenses while meeting client requirements outlined in Service Level Agreements (SLAs)
  • Meeting and exceeding KPIs and KRAs set out
  • Providing timely reports to senior management
  • Facilitating grievance and performance management issues
  • Leading the team with a performance framework and providing regular feedback to direct reports for skills and knowledge development
  • Ensuring compliance with all safety requirements and legislation, promoting a zero-harm culture
  • Managing recruitment processes, including selection, induction, or termination when required
  • Managing training requirements for the Ramp Operations Team to ensure mandatory and regulatory training is completed and up to date
  • Participating as a collaborative member of the dnata Ground Services Management team and effectively managing stakeholder relationships for business success
  • Representing dnata with existing customers, ensuring total retention of customer contracts and exceptional support and customer satisfaction
  • Managing auditing and compliance of the dnata site, including staff conduct and compliance with strategic and operational goals
  • Leading the development and delivery of client-centric, commercially focused operations, including management, organisation, and coordination of work areas during day-of-operation and management, monitoring, and evaluation of Ground Handling Agreements and Service Level Agreements;

Essential Criteria:

  • A commitment to dnata's vision, values, and mission
  • Ability to interact confidently at an operational and executive level
  • Strong leadership skills underpinned by genuine interest in people
  • Exceptional personal standards of honesty, integrity, and professionalism
  • Intermediate-level skills in MS Office, particularly in Word, Excel, Outlook, and PowerPoint
  • Customer-focused approach, ensuring needs of stakeholders are met and exceeded
  • Well-developed communication and interpersonal skills with ability to work consultatively
  • 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 ability to foster a strong service culture

Estimated Salary: AU$90,000 - AU$110,000 per annum, depending on experience and qualifications.

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