Service 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 / MHL** is responsible for the shift and performance management of dnata's Passenger Service operation at Melbourne International Airport. This role has a strong focus on delivering client needs and assisting passengers who may have had their baggage damaged or lost by the airlines.

The Service Delivery Manager will manage the day-to-day complexities of business issues and competing demands within an environment of sensitivities, constraints and competing stakeholder priorities.

This role will be a full time and operate with shift work.

**Primary Duties and Responsibilities**
- Develop and deliver a client centric, commercially focused operation including management, organisation and coordination of all work areas during day of operations
- Drive and oversee the day-to-day passenger services operation at Melbourne International Airport
- Delivery of a customer service centric baggage services operation including the coordination and organisation of all work areas during an operational shift
- Management, monitoring and evaluation of Ground Handling Agreements and Service Level Agreements
- Manage 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 procedures
- Provide quality metrics and reporting on critical business issues
- Drive and embed a positive safety culture within the team focussed on awareness and vigilance.
- Assisting Service Delivery Agent and passengers:

- With lost or damaged property
- Lost property
- Tracing
- Management of OHD (on hand) bags
- Delivery or Rush of Mishandled Baggage
- Reports including but not limited to MSF/MSL

**Essential Criteria**
- At least 1 year experience within the aviation industry.
- Demonstrated leadership experience with customer centric orientation and ability to drive a service culture
- Demonstrated people management and aviation experience
- Good 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.

**Desirable Criteria**
- Degree in Aviation or Business Management
- Other relevant tertiary qualifications

**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)
- Discount and rewards program
- 5 Weeks annual leave
- Competitive salary

**After you have applied, and we believe you would be a potential perfect fit in our business, you will be contacted within 2 weeks of the closing date.