Service Delivery Manager - Ramp

at; Melbourne; On-site; AUD 90,000 - 130,000; Full time

Job summary

A leading company is seeking a Service Delivery Manager - Ramp in Melbourne. This role involves managing end-to-end ground services, leading teams, and ensuring high-quality service delivery that meets customer expectations. The ideal candidate will demonstrate strong leadership skills, stakeholder engagement, and a commitment to operational excellence.

Qualifications

• Extensive leadership experience required.
• Ability to work on a 24/7 rotating roster.
• Demonstrated record in stakeholder relationship management.

Responsibilities

• Lead and manage operations and identify service improvements.
• Coach and mentor team members for high performance.
• Manage business processes ensuring compliance with standards.

Skills

Leadership

Customer centric orientation

Communication

Stakeholder engagement

Business acumen

Job description

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The Service Delivery Manager is responsible for the management of end-to-end dnata Ground Services and Ramp Services for our clients to ensure an efficient and effective service meeting and exceeding the company’s and our clients’ expectations.

The Service Delivery Manager - Ramp will manage simultaneous complex and multi-dimensional business issues with competing demands within an environment of sensitivities, constraints and competing stakeholder priorities.

PRIMARY DUTIES AND RESPONSIBILITIES

• Lead the development and delivery of a client centric, commercially focused operations including the management, organisation and coordination of all work areas during day of operations and the management, monitoring and evaluation of Ground Handling Agreements and Service Level Agreements
• Lead, manage and develop team members including coaching and mentoring and performance feedback to achieve high levels of performance and service excellence
• Lead significant stakeholder engagement and consultation to ensure the delivery of a wide range of stakeholder expectations, diverse interests and demands
• In consultation with the management team develop, implement and monitor communication plans, business strategy to drive a customer centric culture
• Develop, implement and control effective rosters and budget management to ensure highly effective, cost efficient and quality business outcomes
• Develop, implement and monitor business processes and standard operating procedures ensuring compliance to industry standards, legislation and dnata Airport Services’ policy and procedure
• Develop and provide quality metrics and reporting on critical business issues
• Lead and embed a positive safety culture within the team focussed on awareness and vigilance

ESSENTIAL CRITERIA

• Must be available to work on a 24/7 rotating roster
• Extensive leadership experience with customer centric orientation and ability to drive a service culture
• Highly developed communication skills both written and oral and excellent presentation skills
• Demonstrated record of achievement in building and fostering relationships with key stakeholders and clients
• Extensive experience in engaging and influencing staff to ensure the delivery of a wide range of stakeholder expectations, diverse interests and demands
• Previous extensive experience in a highly controlled and regulated industry with the ability to lead, translate, implement and manage ongoing compliance, industry standards and legislative requirements
• Demonstrated business acumen including, financial and budget management and experience in driving culture change and continuous business improvement.

So... does this sound like you? If so, Apply Now!

We are an Equal Opportunity Employer, which values diversity and inclusion. We support applicants from all backgrounds, including Aboriginal and Torres Strait Islanders, people with disabilities, people from culturally diverse backgrounds and all ages. We also have a solid focus on gender balance within the organisation and encourage women to apply.

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We strike a balance between doing things our way – leading to service consistency – and encouraging our people to use their initiative to find new and imaginative ways to solve our customers’ challenges.

First, we get everyone off to a common start. Every new dnata employee, regardless of location or company, receives identical training on their first day.

However, we take things well beyond that initial induction. In our search for continual improvement, we look outside our own industry. Disney, for example, is renowned for its approach to customer service. So all staff in dnata Singapore receive an innovative two-day service excellence training course in partnership with the Disney Institute. This inspires them to interact with their customers in a fun, personable way.

We are proud that our reputation attracts talented and motivated people. However we know that it’s what we do afterwards that makes all the difference to them achieving their full potential.

Source: This is an extract from the company's own website.

We strike a balance between doing things our way – leading to service consistency – and encouraging our people to use their initiative to find new and imaginative ways to solve our customers’ challenges.

First, we get everyone off to a common start. Every new dnata employee, regardless of location or company, receives identical training on their first day.

However, we take things well beyond that initial induction. In our search for continual improvement, we look outside our own industry. Disney, for example, is renowned for its approach to customer service. So all staff in dnata Singapore receive an innovative two-day service excellence training course in partnership with the Disney Institute. This inspires them to interact with their customers in a fun, personable way.

We are proud that our reputation attracts talented and motivated people. However we know that it’s what we do afterwards that makes all the difference to them achieving their full potential.

Source: This is an extract from the company's own website.

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