Service Delivery Manager

John Menzies; Crawley; On-site; GBP 38,000 - 48,000; Full time

Job summary

Menzies Aviation is seeking a proactive Station Manager to ensure consistent high‑standard service delivery across the station. You will work with the management team to maintain strong relationships with customer airlines, airports and internal departments, ensuring performance targets are met and safety policies are followed.

You will lead by example, coordinate with cross-functional teams, and drive improvements while supporting disruption management and contingency planning.

Qualifications

• Proven leadership and people management experience in a fast-paced environment.
• Strong ability to build and maintain relationships with customers, suppliers and authorities.
• Extensive knowledge of ramp, baggage makeup and aircraft presentation practices.
• Excellent communication, planning and time management skills.

Responsibilities

• Work with Station management to meet or exceed service delivery standards.
• Develop relationships with customers, airport authorities and internal teams to maximize opportunities.
• Act as first point of contact for customer airlines regarding service delivery and feedback.
• Monitor performance against standards and drive corrective actions; conduct audits.
• Lead/attend meetings with customer airlines and airport; document minutes and reports.
• Contribute to local policies to improve efficiency while maintaining safety and compliance.
• Manage customer expectations during disruptions and develop contingency plans.
• Support management team to handle off-schedule events and maintain visible leadership across departments.

Skills

Leadership

Relationship building

Ramp operations knowledge

Communication

Time management

Organizational skills

Microsoft Office

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Job description

Overview

People. Passion. Pride. This is what has driven our teams since 1833.

Since that time, we have developed to become a critical partner in the global aviation industry, delivering time-critical logistics services at 350 locations in more than 65 countries, across six continents.

But at the heart of our business is our people.

Role Purpose

To ensure a consistent delivery of high performance standards within the constraints of the Service Level Agreements of our Customer Airlines, maintaining health and safety standards and excellent working practices within the Company policies.

This will role will be directly supporting our recently won Jet2 Contract.

What you will be doing

• To work with the Station management Team to ensure service delivery standards meet or exceed customer expectations, whilst respecting prevailing commercial agreements and protecting the financial performance of the station.
• To establish, maintain and develop effective relationships with the appropriate customer, airport and internal representatives, and other relevant bodies to ensure that all commercial opportunities are fully exploited.
• To act as a first point of contact for customer airlines in relation to all aspects of service delivery. Filter queries and actions to the relevant members of the Station Management Team and act as a focal point for feedback to the customer airline.
• To monitor and report on performance against agreed standards and to ensure appropriate corrective action is taken to ensure customer requirements are consistently met. Conduct SMART audits on a regular basis.
• Lead/attend meetings with customer airlines and airport as required. Produce reports/minutes of those meetings as agreed with the Station Manager.
• Contribute to the development and implementation of local policies and procedures designed to increase the efficiency and effectiveness of the station, with customer perception foremost, whilst promoting sound safety, security and people management practices.
• Manage customer expectations where operational challenges are likely to impact negatively on service delivery and work to develop mutually satisfactory contingency plans whenever possible.
• Support the Station Management Team to manage disruption caused by off schedule activity.
• Be a highly visible member of the Station Management Team, and regularly observe the operation across all departments identifying service excellence and opportunities to reward team members across the operation.
• Support other members of the Station Management Team in managing performance and coaching staff to deliver service excellence.
• Weekend Station Management cover on a roster basis.

Would you like to see more detail on the accountabilities of the role? Please see the attached job description for further information

Safety, Security, Wellbeing and Compliance:

You will have a responsibility and duty whilst at work to take reasonable care of the health, safety and wellbeing of yourself and others in accordance with provided information, training, and workplace health and safety rules or procedures. The company is committed to providing a safe working environment for all staff members. In all areas of our business there is a potential risk to the health, safety and welfare to everyone on our sites through the misuse of alcohol and drugs. As such the Company prohibits such misuse and carries out regular testing to enforce our Substance Misuse Policy.

Please see the attached job description for further details on safety, security, wellbeing & compliance.

What we are looking for

• Ability to develop excellent working relationships with internal customers, Suppliers, Airport Authorities and Airline Customer.
• Extensive knowledge and experience of Ramp, Baggage Make up and Aircraft Presentation practices.
• Excellent leadership, communication and management skills.
• Ability to deliver against key performance targets.
• Excellent organisational and time management skills.
• Knowledge of Microsoft Packages e.g. Word, Excel and Outlook

Diversity

Menzies Aviation are a committed equal opportunity employer and encourage applications for suitably qualified and eligible applicants regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, pregnancy, and maternity. We strive to create an inclusive working environment, where the different knowledge, perspectives, experiences, and approaches of our global workforce are represented. Where everyone feels valued and can reach their full potential.

Please be aware that as part of our recruitment process, we may look to use a variety of resourcing tools to help us understand your skills and experience in relation to the role. Please feel free to contact to recruiter below, if there are any reasonable adjustments to our process that you would like us to consider.

As part of our recruitment process, we will always consider how candidates fit with our values which you can learn more about here.