Service Delivery Manager, dnata Airport Operations

The Emirates Group; Dubai; On-site; AED 125,000 - 160,000; Full time

Job summary

A leading company in airport operations is seeking a Service Delivery Manager to lead shift operations at Dubai International Airport. The successful candidate will ensure efficient service delivery, manage customer concerns, and promote staff development. With a strong focus on safety, the role involves overseeing teams and maintaining high performance standards in a dynamic environment. Relevant qualifications include a degree in business or aviation and significant experience in customer service or ground handling.

Qualifications

• 6+ years experience in aviation with a degree, or 8+ years with a diploma.
• A UAE driving license is required.

Responsibilities

• Oversee and coordinate day-to-day shift operations.
• Manage disruptions and implement contingency plans.
• Supervise operational teams and ensure safety compliance.

Skills

Customer management

Planning

Organizing

Quality orientation

Communication

Safety awareness

Leadership

Education

Bachelor's degree or diploma in business administration

Diploma in aviation or ground handling

Tools

IT literacy

Job description

dnata Airport Operations successfully services the major global hub that is Dubai International Airport. We deliver a seamless experience from check-in to baggage delivery for more than 80 million passengers and 140 scheduled airlines annually.

As a Service Delivery Manager, dnata Airport Operations, you will join our Airside Turnaround (Ramp) team and lead shift operations, supporting frontline staff and ensuring seamless service delivery. You will manage customer concerns, resolve operational challenges, and ensure safety and compliance, all while promoting a culture of high performance and staff development.

In this role, you will:

• Oversee day-to-day shift operations, coordinating with internal teams and stakeholders to ensure efficient service.
• Proactively manage disruptions such as system outages or facility closures, activating contingency plans when needed.
• Support operational readiness by planning and coordinating staff resources for upcoming shifts, ensuring a smooth handover between teams.
• Monitor staffing levels and facilities in collaboration with central allocations to align with service expectations.
• Supervise operational teams, ensuring employees are properly trained and processes are executed effectively.
• Lead regular safety briefings and promote a strong safety culture through active engagement and compliance oversight.
• Identify opportunities for continuous improvement across systems, processes, and practices, escalating findings to leadership.
• Maintain strong working relationships with internal and external stakeholders, ensuring alignment with customer expectations and regulatory requirements.
• Monitor adherence to Standard Operating Procedures (SOPs), KPIs, and service standards to drive consistent performance.
• Investigate and resolve operational issues, implement corrective actions, and lead recovery operations during disruptions.

Job Purpose

dnata Airport Operations successfully services the major global hub that is Dubai International Airport. We deliver a seamless experience from check-in to baggage delivery for more than 80 million passengers and 140 scheduled airlines annually.

As a Service Delivery Manager, dnata Airport Operations, you will join our Airside Turnaround (Ramp) team and lead shift operations, supporting frontline staff and ensuring seamless service delivery. You will manage customer concerns, resolve operational challenges, and ensure safety and compliance, all while promoting a culture of high performance and staff development.

In this role, you will:

• Oversee day-to-day shift operations, coordinating with internal teams and stakeholders to ensure efficient service.
• Proactively manage disruptions such as system outages or facility closures, activating contingency plans when needed.
• Support operational readiness by planning and coordinating staff resources for upcoming shifts, ensuring a smooth handover between teams.
• Monitor staffing levels and facilities in collaboration with central allocations to align with service expectations.
• Supervise operational teams, ensuring employees are properly trained and processes are executed effectively.
• Lead regular safety briefings and promote a strong safety culture through active engagement and compliance oversight.
• Identify opportunities for continuous improvement across systems, processes, and practices, escalating findings to leadership.
• Maintain strong working relationships with internal and external stakeholders, ensuring alignment with customer expectations and regulatory requirements.
• Monitor adherence to Standard Operating Procedures (SOPs), KPIs, and service standards to drive consistent performance.
• Investigate and resolve operational issues, implement corrective actions, and lead recovery operations during disruptions.

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.
• Experience in aviation, ground handling, or customer service:
  • With a degree: 6+ years experience
  • With a diploma: 8+ years experience
• A UAE driving license.

You'll have an edge if you have:

• First aid training.
• Advanced understanding of airline customer service and airport operations.
• Advanced understanding of aviation regulations and terminology.
• Advanced customer management, planning, organizing, and quality orientation skills.
• Advanced communication, writing, and safety awareness skills.
• Proficient leadership, budgeting, cost control, IT, and computer literacy skills.
• Expertise in load control and aircraft weight and balance requirements.
• Familiarity with aircraft weight and balance requirements for dnata operations.

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