Senior Service Delivery Lead, Global Airline Accounts

SATS Ltd.; Singapore; On-site; SGD 120,000 - 170,000; Full time

Job summary

SATS Ltd. is expanding its Singapore hub and seeks an experienced Service Delivery professional to govern the service framework and SLA performance for key airline accounts.

You will coordinate with regional counterparts to ensure consistent, credible updates and timely recovery actions. The role requires extensive operations, customer‑facing experience and strong communication skills to lead cross‑region reviews and escalate issues when needed.

Qualifications

• 10 to 12 years' experience in operations, service management, customer‑facing operational roles or airline account management.
• Minimum 5‑8 years in senior stakeholder‑facing or leadership roles.

Responsibilities

• Governing Service Delivery frameworks, including SLA application principles, escalation thresholds, and service review cadence across SG Hub.
• Provide SG Hub's SLA performance data to the network Service Delivery manager on a defined monthly cadence.
• Lead or support global/local airline service reviews, ensuring SG Hub inputs are accurate and contextualised within the network view.
• Act as a single accountable owner for customer‑impacting service issues for key global/strategic accounts, coordinating status and updates across teams.
• Oversee Service Delivery Managers handling local accounts, guiding issue prioritisation and escalation discipline.
• Translate internal performance outcomes into customer‑ready narratives and flag systemic risks to Head, Service Delivery.
• Coordinate cross-region service issue management for network incidents with clear ownership and timelines.

Job description

SATS Ltd. is expanding its Singapore hub and seeks an experienced Service Delivery professional to govern the service framework and SLA performance for key airline accounts.

You will coordinate with regional counterparts to ensure consistent, credible updates and timely recovery actions. The role requires extensive operations, customer‑facing experience and strong communication skills to lead cross‑region reviews and escalate issues when needed.