Passenger Services Delivery Manager

dnata is one of the most recognised ground services companies in the world and we are looking for motivated, passionate, team focused and energized employees, to complete the job on hand and to deliver on the promises to our customers. dnata is proud to offer on the job training and upskilling. This allows for opportunities for career progression and professional development

**OVERALL PURPOSE OF THE POSITION**

The Service Delivery Manager, Passenger Services is responsible for the shift management of dnata Passenger Services for our clients to ensure an efficient and effective meeting of services and exceeding the company's and our clients expectations.

Based at Melbourne International Airport, reporting directly to the Melbourne Passenger Services Manager this role will be responsible for overseeing the development and delivery of a customer centric commercially focused Passenger Services operation including the supervision, organisation and coordination of all work areas during day-to-day Passenger Services operations.

This role will be a full time position on a rotating 24/7 roster.

**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
- Wear the required personal protective clothing and equipment

**ESSENTIAL CRITERIA**
- Demonstrated leadership experience and a commitment to driving a customer centric service culture within the team;
- Well developed communication skills both written and oral and negotiation skills;
- Previous experience in a highly controlled and regulated industry with the ability to lead, translate, implement and manage ongoing compliance, industry standards and legislative requirements into standard operations;
- Sound level of understanding of financial and budget processes and ability to drive culture change and business improvement initiatives;
**What we offer in return**:

- Opportunity to work for a Global company
- Great team environment
- Extensive training and support
- On site parking (paid by dnata)
- Full uniform
- Discount and rewards program
- Competitive salary

We are an Equal Opportunity Employer, which values diversity and inclusion.

We support applicants from all backgrounds, including Aboriginal and Torres Strait Islanders, people with disabilities, people from culturally diverse backgrounds and all ages. We also have a solid focus on gender balance within the organisation and encourage women to apply.