Service Delivery Manager, Airport Operations Control Centre

Job Purpose: dnata is one of the world’s largest air and travel services providers; offering ground handling, cargo, travel and catering & retail services at over 130 airports in more than 30 countries across six continents. At dnata, we are by your side for the entire travel experience.

As a Service Delivery Manager (UAE National) , you will provide the required support and expertise to the staff on shift ensuring service delivery by dealing with any conflicts and issues raised by customers. Activate exception management plan or business continuity and develop staff performance on shift to ensure safe on-time performance amidst a service focused environment and in compliance with regulatory, legal and safety requirements and standard operating procedures.

In this role, you will

• Be a UAE National with a Khulasat Al Qaid
• Plan the shift and ensure constant collaboration with key stakeholders as required as well as contingency and service recovery plans in place in case of operational disruptions
• Ensure sufficient staff and support facilities are available for shift in cooperation with central allocations based on the agreed service standards
• Ensure that safety briefings are conducted regularly while intervening when there is risk exposure, role model safe behaviours and follows up on corrective actions
• Ensure compliance to all relevant safety policies, procedures and controls across the department to guarantee employee safety, legislative compliance and a responsible environmental attitude and the implementation of BAPP
• Identify opportunities for continuous improvement of systems, processes and practices and reports to Department Management
• Conduct spot audit on conformance with Standard Operating Procedures (SOPs), Customer Services and KPIs to ensure continuous improvement of processes

Qualifications & Experience: To be considered for the role, you must meet the below requirements

• Be a UAE National with a Khulasat Al Qaid
• Bachelors Degree or Diploma and 6 years of experience in aviation/ ground handling / customer service
• Advanced understanding of airlines customer service product (specific airport related requirements) and Industry regulations for the assigned work area
• Advanced Quality Orientation Skills
• Advanced Safety Awareness Skills
• Proficient Leadership Skills
• Proficient Budget and Cost Control Knowledge

You’ll have an edge if you have

• 3 years (out of the last 6 years) of experience handling airline customers and complaints in a cross operational environment
• 3 years (out of the last 6 years) experience in airport operations

This is a Safety Sensitive Position

At dnata, part of Emirates Group, we’re committed to providing our employees with opportunities to grow and develop in their careers. So if you’re looking for a challenging and rewarding opportunity, apply today and join our team!

Recruitment Process and Timeline

dnata, part of Emirates Group, is an international organisation with employees from over 170 nationalities, we encourage applications from across the globe. Your application journey begins by applying via the Emirates Group Careers website. Please ensure your CV is up to date for our talent acquisition team to review your profile. If you meet the criteria of the role, you will then be invited to complete a HireVue video interview, to share more about your product experience and your career aspirations. If you are shortlisted you will then be invited to interview with our hiring managers. If you are successful, your recruiter will reach out to you with an offer and then our Onboarding team will ensure a smooth transition to your new role at Emirates Group.

Salary & Benefits: Join us in Dubai and enjoy an attractive tax-free salary and travel benefits that are exclusive to our industry, including discounts on flights and hotels stays around the world. You can find out more information about our employee benefits in the Working Here section of our website www.emirates.com/careers. Further information on what’s it like to live and work in our cosmopolitan home city, can be found in the Dubai Lifestyle section.Join our growing team and enjoy a competitive remuneration package, discounts on flights and hotel stays.