Manager Service Delivery
Synopsis
At Etihad, delivering a premium onboard experience starts with service that is both exceptional and operationally seamless. The Manager Service Delivery ensures that every inflight product and service concept is practical, intuitive, and consistently deliverable by our cabin crew.
Acting as the voice of Cabin Crew in service design, this role bridges the gap between brand ambition and operational reality, shaping service experiences that are simple, scalable, and impactful across every flight.
Accountabilities- Act as the cabin crew service delivery authority in the design of inflight products and service concepts, ensuring alignment with operational reality
- Translate service strategies into clear, standardised, and executable onboard workflows across preflight, inflight, and postflight touchpoints
- Partner cross-functionally with Product, Hospitality, Guest Experience, Training, Operations, and Digital teams to co-design practical, scalable service solutions
- Champion simplicity, clarity, and standardisation in service delivery, ensuring consistency across varying crew experience levels
- Lead operational readiness, including service playbooks, training input, and assessment of new or updated service concepts
- Support service pilots and trials, incorporating crew and guest feedback to refine and improve delivery
- Identify service delivery risks and define mitigation actions, ensuring all solutions are operationally viable and sustainable
- Ensure service design fully considers commercial impact, brand positioning, and revenue perception, balancing premium ambition with real-world delivery capability
- Degree in Business, Aviation, or a related field (preferred)
- Minimum 5 years’ experience in strategy, transformation, or service improvement roles
- Strong cabin crew or inflight service delivery background
- Proven ability to translate service concepts into practical execution
- Deep understanding of onboard workflows and crew operating environments
- Strong stakeholder management and collaboration skills
- Ability to simplify complex concepts into clear, usable solutions
- Experience in aviation or hospitality environments (preferred)
- Exposure to service design or design thinking methodologies is an advantage
About Etihad Airways
Etihad Airways, the national airline of the UAE, was formed in 2003 and quickly went on to become one of the world’s leading airlines. From its home in Abu Dhabi, Etihad flies to passenger and cargo destinations in the Middle East, Africa, Europe, Asia, Australia and North America.Together with Etihad’s codeshare partners, Etihad’s network offers access to hundreds of international destinations. In recent years, Etihad has received numerous awards for its superior service and products, cargo offering, loyalty programme and more.
All this ties into Etihad’s ambitious Journey 2030 strategy. The airline plans to double its fleet size and triple the number of customers over the next six years as it sets out to be the airline everyone wants to fly!
To learn more, visit etihad.com
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