Service Delivery Manager

Job description / Role

Aviation, Airlines & Aerospace

Job purpose

dnata is one of the world's largest air and travel services providers; offering ground handling, cargo, travel and catering & retail services at over 130 airports in more than 30 countries across six continents. At dnata, we are by your side for the entire travel experience.

As service delivery manager, you will lead dnata cargo terminal operations on shift to achieve a high level of service delivery while ensuring a safe, efficient and cost-effective operation. This role is based full-time in our Dubai office.

In this role, you will:

• Recommend improvements to cargo operations standards and procedures and ensure the implementation of these procedures and controls.
• Identify and manage problem areas within the operation, forward planning, deploying resources and information as required to meet service delivery targets, whilst ensuring that safety, security and costs are maintained at acceptable levels.
• Coordinate resources on a shift basis to ensure that the SLAs are delivered to customers in collaboration with the supervisor on shift.
• Review and manage the performance of direct reports to ensure performance is measured against individual targets.
• Manage the development of the staff in line with their training needs analysis and career path and provide advice regarding career growth.
• Ensure that safety briefings are conducted regularly while intervening when there is risk exposure, role model safe behaviours and follow up on corrective actions.
• Ensure safety of staff and that they have the skills, knowledge, and confidence to work safely by providing support, direction, being a role model for the desired safety behaviours and leading with safety.
• Manage and maintain an overview of cargo operations and stakeholder activities providing coordination and leadership to achieve dnata and cargo objectives.
• Implement robust service recovery measures to handle customer complaints and service recovery initiatives.
• Build and maintain relationships with internal and external stakeholders such as DOCC, Customs, DAC, Airside Services, Dispatch, Load Control, Group Safety & Security, Airport Police, airline, and agent customers.

Qualification

To be considered for the role, you must meet the below requirements:

• Relevant diploma or degree in air cargo or cargo ground handling.
• 5-8 years of experience in air cargo or other logistical services in an operational position.
• UAE driving license or home country driving license.
• Valid license for operating equipment (airport driving permit).
• Proficient knowledge of all or some of the following: cargo operations, ramp operations, passenger services, baggage services, operations services.
• Proficient knowledge of operational IT systems (dacs+, camsys, DSSm, ALTARS).
• Advanced safety awareness skills.
• Proficient supervisory skills.

You'll have an edge if you have:

• Strong operational and leadership experience in managing teams in a shift-based environment.
• Ability to use data for decision-making.

At dnata, part of Emirates Group, we're committed to providing our employees with opportunities to grow and develop in their careers. So if you're looking for a challenging and rewarding opportunity, apply today and join our team!

Recruitment process and timeline

If you are successful, your recruiter will reach out to you with an offer and then our onboarding team will ensure a smooth transition to your new role at Emirates Group.

Salary & benefits

Join us in Dubai and enjoy an attractive tax-free salary and travel benefits that are exclusive to our industry, including discounts on flights and hotel stays around the world.

About the Company

A fast-growing international airline with one of the youngest fleets in the sky and more than 400 awards for excellence worldwide.

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