Service Delivery Manager

**Position Title**:Service Delivery Manager - Office Manager

**Division**: dnata Airport Services Pty Limited

**Location**: Link Rd Mascot **State**: NSW

**Department**: Cargo

**Reports to (position)**: Cargo Operations Manager

**OVERALL PURPOSE OF THE POSITION**

The Service Delivery Manager for the Office Operations will be responsible for the management of the end-to-end dnata Cargo Operations for our clients to ensure an efficient and effective service meeting and exceeding the company’s and our clients’ expectations.

The Service Delivery Manager [Office Operations] will manage simultaneous complex and multi-dimensional business issues with competing demands within an environment of sensitivities, constraints and competing stakeholder priorities.

**PRIMARY DUTIES AND RESPONSIBILITIES**
- Lead the development and delivery of a client centric, commercially focused office operation, including the management, organisation and coordination of all office work areas during day of operations and the management, monitoring and evaluation of Ground Handling Agreements and Service Level Agreements;
- Lead, manage and develop team members including coaching and mentoring and performance feedback to achieve high levels of performance and service excellence.
- Lead 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, business strategy 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 procedure.
- Develop and provide quality metrics and reporting on critical business issues.
- Lead and embed a positive safety culture within the team focused on awareness and vigilance.
- Ensure the health, safety and welfare of staff, customers, contractors and other visitor / 3rd parties is protected in full compliance with the Company Health & Safety policy.
- To manage all staff within the areas of front counter, flight operations and other office related work areas ensuring they meet the operational targets in line with customer activity requirements.
- Ensure that all office functions are being carried out in accordance with operational procedures, Handling Briefs, and Customers’ Service Level Agreements. Proactively providing oversight on training, to close any knowledge gaps with staff.
- Provide oversight, lead and assist Flight Operations, Front Counter and other office related work areas where necessary and as directed by the Cargo Operations Manager.
- Communicate regularly with the Cargo Operations Manager & Service Delivery Managers to ensure all relative information and updates relating to customer requirements are being met and are known.
- Ensure compliance to all Regulatory Authority legislation in the course of normal operations.
- Adopt a proactive work ethic, planning ahead to anticipate and prevent handling issues.
- Ensure all customer KPI’s are being met and Quality Targets are adhered to.
- Proactively promote the company’s vision and values throughout all levels of the business.
- Support the Cargo Operations Manager with audit preparation and resolving action points.
- As required support warehouse operations in a joint capacity.
- Any other duties as required by the business, within scope of the role;
- Provide mentorship and developmental support to the Office Supervisor group.
- Participate and lead Airline meetings and actively lead investigations involving the office operations.
- **
OH & S Responsibilities**:

- Ensure compliance 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
- Assist with accident investigation, reporting and injury management
- Manage the safety of the cargo facility and equipment, including the safety of workplace systems and general working environment
- Wear the required personal protective clothing and equipment.

**ESSENTIAL CRITERIA**
- Extensive leadership experience with customer centric orientation and ability to drive a service culture.
- Highly developed 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 stakeholde