Service Delivery Manager - Baggage Melbourne Airport Vic 3045

Buscojobs; Greater London; On-site; GBP 45,000 - 75,000; Full time

Job summary

An established industry player is seeking a dynamic Service Delivery Manager to oversee baggage services at a major airport. This role requires a leader with extensive experience in managing operations, fostering a customer-centric culture, and ensuring compliance with industry standards. You will engage with stakeholders, develop strategies for service excellence, and promote a positive safety culture within your team. If you thrive in a fast-paced environment and have a passion for delivering exceptional service, this opportunity is perfect for you.

Qualifications

• Extensive leadership experience with a customer-centric approach.
• Strong communication skills with excellent presentation abilities.
• Business acumen including financial and budget management.

Responsibilities

• Lead client-centric operations and manage Ground Handling Agreements.
• Develop and coach team members for high performance.
• Establish business processes for compliance with standards.

Skills

Leadership

Communication Skills

Stakeholder Management

Compliance Management

Budget Management

Service Culture Development

Continuous Improvement

Job description

Service Delivery Manager - Baggage Melbourne Airport VIC 3045

Join to apply for the Service Delivery Manager - Baggage Melbourne Airport VIC 3045 role at dnata

Overall Purpose of the Position

The Service Delivery Manager is responsible for managing end-to-end dnata Baggage Services to ensure efficient and effective service delivery that exceeds company and client expectations. The role involves managing complex, multi-dimensional business issues with competing demands within an environment of sensitivities, constraints, and stakeholder priorities.

Primary Duties and Responsibilities

1. Lead the development and delivery of client-centric, commercially focused operations, including managing, organizing, and coordinating all work areas during operations, and monitoring and evaluating Ground Handling Agreements and Service Level Agreements.
2. Manage, develop, and coach team members to achieve high performance and service excellence.
3. Engage with stakeholders to ensure the delivery of diverse expectations and demands.
4. Develop and implement communication plans and business strategies to foster a customer-centric culture.
5. Manage rosters and budgets to ensure cost-effective and quality outcomes.
6. Establish and monitor business processes and standard operating procedures to ensure compliance with industry standards, legislation, and company policies.
7. Provide quality metrics and reports on critical business issues.
8. Promote and embed a positive safety culture within the team, emphasizing awareness and vigilance.

OH&S Responsibilities

1. Ensure compliance with dnata OHS policies and related group policies.
2. Adhere to legislative OH&S requirements.
3. Maintain a safety-focused culture emphasizing awareness and vigilance.
4. Follow safety procedures and guidelines.
5. Assist with accident investigations, reporting, and injury management.
6. Manage safety of the baggage facility and equipment, including workplace systems and environment.
7. Wear appropriate personal protective equipment.

Qualifications and Skills

• Extensive leadership experience with a customer-centric approach and ability to foster a service culture.
• Strong communication skills, both written and oral, with excellent presentation abilities.
• Proven success in building relationships with stakeholders and clients.
• Experience engaging and influencing staff to meet stakeholder expectations.
• Background in a regulated industry with compliance management skills.
• Business acumen, including financial and budget management, and experience in driving culture change and continuous improvement.
• Ability to work rotating shifts, including 24/7 operations.

Seniority level: Not Applicable

Employment type: Full-time

Job function: Project Management and Information Technology