Aviation Operations Lead: Service Delivery & Safety

The Emirates Group; Dubai; On-site; AED 180,000 - 280,000; Full time

Benefits offered by this job

First Aid training

Job summary

dnata is seeking a Service Delivery Manager to lead shift operations, guiding frontline teams, resolving customer issues, and driving on-time service delivery in a safety-conscious environment.

You will plan shifts, allocate resources, and implement business continuity plans while maintaining regulatory compliance and high service standards. Strong leadership and aviation operations knowledge are essential for success.

Qualifications

• Bachelor's degree and 5+ years experience in Airport Operations/Aviation/Ground Handling.
• Strong knowledge of airline customer service operations, airport processes, and applicable industry regulations.
• Advanced understanding of aviation terminology and airport operations.
• Strong customer and stakeholder management skills.
• Excellent planning, prioritization, and organisational skills.

Responsibilities

• Plan and coordinate shift operations, anticipate challenges, allocate resources, and ensure seamless handovers between shifts.
• Implement contingency service recovery and business continuity plans to minimise disruption.
• Ensure adequate staffing, resources and facilities to meet service standards.
• Lead and supervise day-to-day shift activities in line with safety and regulatory requirements.
• Promote a strong safety culture through briefings, coaching, monitoring and corrective actions.
• Provide operational expertise and act as the primary contact for internal and external stakeholders.
• Build effective stakeholder and supplier relationships to ensure resource availability and service excellence.
• Monitor operational performance, resolve issues and lead investigations for corrective actions.
• Conduct audits and identify opportunities for process and KPI improvements.

Skills

Operations management

Stakeholder management

Safety compliance

Leadership

Airline operations knowledge

Education

Bachelor's degree

Job description

dnata is seeking a Service Delivery Manager to lead shift operations, guiding frontline teams, resolving customer issues, and driving on-time service delivery in a safety-conscious environment.

You will plan shifts, allocate resources, and implement business continuity plans while maintaining regulatory compliance and high service standards. Strong leadership and aviation operations knowledge are essential for success.