Service Delivery Manager, dnata Airport Operations

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 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 amp 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

As a Service Delivery Manager you will lead shift operations by providing guidance and support to frontline teams resolving customer issues and operational challenges activating business continuity or exception management plans when required and driving team performance to ensure safe compliant and on-time service delivery in a customer-focused environment

In this role you will Plan and coordinate shift operations anticipating operational challenges allocating resources effectively and ensuring seamless handovers between shifts Implement contingency service recovery and business continuity plans to minimise operational disruption and maintain safe efficient service delivery Ensure adequate staffing levels resources and support facilities are available to meet agreed service standards Lead and supervise day-to-day shift activities ensuring tasks are completed in line with operational regulatory and safety requirements Promote a strong safety culture through regular briefings coaching compliance monitoring and timely corrective actions Provide operational expertise and act as the primary point of 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 complaints and lead investigations to identify and implement corrective actions Conduct audits and identify opportunities for continuous improvement in processes SOP compliance customer service and KPI performance Manage operational disruptions system failures and equipment issues ensuring recovery plans are communicated and executed effectively Control and approve overtime in line with operational requirements promoting efficient resource utilisation Prepare shift reports and handovers highlighting key activities challenges outcomes and recommendations Lead by example in customer service professionalism conflict resolution and adherence to safety and compliance standards

Qualification

• 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.
• Strong focus on quality, service excellence, and continuous improvement.
• Excellent verbal and written communication skills.
• Strong safety awareness and commitment to regulatory compliance.
• Effective leadership and team management capabilities.
• Sound understanding of budget management and cost control principles.
• Proficient IT and computer skills, including operational systems and reporting tools.

You ll have an edge if you have First Aid training