Service Delivery Manager

6 days ago

Perth, Western Australia Dnata Full time

Based at Perth Airport, you will be reporting directly to the Regional Manager.

This role will be responsible for overseeing the development and delivery of a customer centric commercially focused cargo operation including the supervision, organisation and coordination of all work areas during day-to-day Cargo operations.

**Key Activities**:

- Manage and develop team members including coaching, mentoring and performance feedback to achieve high levels of performance and service excellence
- Contribute to significant stakeholder engagement and consultation to ensure the delivery of a wide range of stakeholder expectations including SLAs and quality target
- Lead and manage the team effectively to control and reduce, where possible labour costs
- Ensure reliable customer service delivery and on time performance by leadership, operational direction and resources required
- Liaise with the Training Team to ensure that all employees are up to date with all mandatory and regulatory training
- Enhance professional relationships with internal and external customers to ensure effective cargo operations and continuous improvement
- Liaise effectively with Customs, AQIS, Agents, Airport authorities and other clients
- Ensure the appropriate standards of safety and security are achieved in line with dnata's requirements, government legislation and international best practice
- Ensure that all cargo employees adhere to company policies and procedures upholding safety and security
- Contribute to developing effective rosters and leave planning
- Participate as a collaborative member of the State Leadership team.

**What you will need to be considered successful**:

- Ability to manage and discipline your peers
- Experience in Air Cargo Operations/ Ground Handling/ Freight and Warehousing
- Expertise in IATA Cargo Handling Procedures and Regulations, airline quality management systems
- 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
- Effective people management and planning/ organising skills, customer focused, with good judgment, able to work under pressure and a team player.
- Be available for shift-work across a 24/7 roster including mornings, evenings and weekends
- Have a full Australian Driver's License (mandatory)
- Be an Australian / New Zealand citizen or permanent resident
- Willing to complete a full pre-employment medical/Drug and Alcohol testing along with a satisfactory security clearance (ASIC)

Please note that employment with dnata Airport Services Pty. Limited is conditional upon a satisfactory security clearance (ASIC), pre-employment medical/Drug & Alcohol test and full vaccination.

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