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Service Delivery Manager

2 months ago

Melbourne Airport, Australia dnata Full time
About the Role

The Service Delivery Manager is a key position within dnata, responsible for overseeing the end-to-end management of Ground Services and Ramp Services. This role requires a strong focus on delivering an efficient and effective service that meets and exceeds the company's and our clients' expectations.

Key Responsibilities
  • Service Delivery: Lead the development and delivery of client-centric operations, including the management, organization, and coordination of all work areas during day-of-operation.
  • Team Management: Lead, manage, and develop team members, providing coaching, mentoring, and performance feedback to achieve high levels of performance and service excellence.
  • Stakeholder Engagement: Lead significant stakeholder engagement and consultation to ensure the delivery of a wide range of stakeholder expectations, diverse interests, and demands.
  • 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: Develop, implement, and monitor business processes and standard operating procedures to ensure compliance with industry standards, legislation, and dnata Airport Services' policy and procedure.
  • Quality Metrics: Develop and provide quality metrics and reporting on critical business issues.
  • Safety Culture: Lead and embed a positive safety culture within the team, focusing on awareness and vigilance.
Requirements
  • Availability: Must be available to work on a 24/7 rotating roster.
  • Leadership Experience: Extensive leadership experience with a customer-centric orientation and the ability to drive a service culture.
  • Communication Skills: Highly developed communication skills, both written and oral, and excellent presentation skills.
  • Relationship Building: Demonstrated record of achievement in building and fostering relationships with key stakeholders and clients.
  • Staff Engagement: Extensive experience in engaging and influencing staff to ensure the delivery of a wide range of stakeholder expectations, diverse interests, and demands.
  • Regulatory Compliance: 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.
  • Business Acumen: Demonstrated business acumen, including financial and budget management, and experience in driving culture change and continuous business improvement.