Operations Delivery Manager, dnata Cargo - Emiratization

Emirates Airlines - Other locations; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading global aviation services provider is seeking an Operations Delivery Manager in Dubai. You will oversee service delivery, ensure compliance with regulatory standards, and implement improvements for operational efficiency. Ideal candidates have 6-10 years of experience in aviation or customer service and a relevant degree. This role offers an attractive tax-free salary, travel benefits, healthcare, and more.

Benefits

Generous travel benefits

Attractive tax-free salary

Excellent leave and healthcare package

Qualifications

• 6-10 years of operational experience within aviation/ground handling/customer service.
• Must have a UAE Driving license.

Responsibilities

• Plan and control operational areas including service delivery targets and SLAs.
• Coordinate training programs in line with development plans.
• Implement initiatives for a safe and efficient culture.

Skills

Operational experience

Aviation terminology understanding

Customer management skills

Quality orientation skills

Safety awareness skills

Budget and cost control

Data collection and analysis

Education

Bachelor’s degree or diploma in Business Administration, Aviation, Ground handling, or Customer service

Job description

Job Purpose

dnata is more than a global air and travel services provider. We connect people with possibilities and opportunities across 130+ airports in 34 countries through ground handling, cargo, travel, and catering & retail services. Our purpose is clear: to deliver on the promises our customers make. We are powered by a bold vision to be the world’s most admired air and travel services provider, which guides our strategy, culture, and every role across our teams. Our core values fuel everything we do: we are safe, we play to win, we respect everyone and work together as a team, and we are future thinking. At dnata, we foster diversity, nurture ambition, and celebrate achievement. If you're inspired by purpose and motivated to be part of a global team shaping the future of aviation and travel, we’d love to have you onboard.

Operations Delivery Manager will plan and control operational areas of the department including service delivery targets, service level agreements (SLAs), business continuity plans, quality and safety, working with Line Management to set the operation up for success. You will ensure that escalated issues are followed up on and to ensure the continuity of the business in an optimum efficient manner, ensuring compliance with regulatory, legal and safety requirements and standard operating procedures. This is a full-time role and is based in our Dubai office.

In this role, you will:

• Recommend improvements of systems, processes, procedures, standards, and facilities ensuring their implementation and controls.
• Review department related SLAs and contracts to ensure that the changes are well communicated to the concerned individuals.
• Ensure standard operating procedures (SOPs) and work instructions are aligned with regulatory requirements, training, and department practice.
• Coordinate with training and development units on an on‑going basis to ensure that employees are provided with the required training programs in line with their development plans and the availability of sufficiently qualified and experienced resources.
• Review and monitor deployment done by centralised allocation to ensure alignment with the plan on the day of operations with cost and quality targets and provide feedback in cases of disparity.
• Implement initiatives to synergise a safe, efficient, and service‑oriented culture amongst the team.
• Follow up on operational issues, customer complaints and disruptions within the department and recommend the most appropriate action to be taken and follow up on implementation.
• Plan regular audit checks for the department to ensure that all the policies, procedures and SLAs are adhered to. Report any non‑conformance & discrepancies in the related area and ensure that appropriate remedial actions are implemented in line with regulations and SLA.
• Run projects for the department ensuring that the expected deliverables are achieved within the planned timeframe.

Qualification

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

• Bachelor’s degree or diploma in Business Administration, Aviation, Ground handling or Customer service
• 6-10 years of experience in operational experience within aviation/ ground handling / customer service.
• Advanced understanding of the aviation terminology and customer management skills.
• Advanced Quality Orientation Skills and Safety Awareness Skills.
• Proficiency in Budget and Cost Control.
• Proficiency in Data Collection and Analysis Skills.
• Must have a UAE Driving license.

You will have an edge, if you have:

• Certification as First‑Aider or Fire‑Warden.

At dnata part of Emirates Group were 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.

Salary & benefits

Join us in a management role and enjoy an attractive tax‑free salary. On top of our generous travel benefits, including discounted flights and hotel stays around the world, this managerial role also has an excellent leave and healthcare package. That’s on top of transport benefits, life insurance and more. Find out what it’s like to live and work in our fast‑paced, cosmopolitan home city in the Dubai Lifestyle section of our website.

www.emirates.com/careers