Service Delivery Manager

2 weeks ago

Melbourne, Australia dnata Full time

**OVERALL PURPOSE OF THE POSITION**

The Service Delivery Manager is responsible for the management of end-to-end dnata Baggage Services and for our clients to ensure an efficient and effective service meeting and exceeding the company’s and our clients’ expectations.

The Service Delivery Manager 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 operations including the management, organisation and coordination of all 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 focussed on awareness and vigilance.

**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 Baggage 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 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
- Ability to work 24/7 rotating shifts as operationally required.

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