Service Delivery Manager, Airport Operations - Emiratisation

About the role

dnata is a global air and travel services provider operating ground handling, cargo, travel and catering and retail services at more than 130 airports in 34 countries. As Service Delivery Manager, you will lead shift operations by supporting frontline teams, resolving customer issues and operational challenges, and activating business continuity or exception management plans when needed, so that service remains safe, compliant and on time.

Key responsibilities

• Plan and coordinate shift operations, anticipate challenges, allocate resources and ensure smooth handovers between shifts.
• Implement contingency, service recovery and business continuity plans to minimise disruption.
• Ensure adequate staffing, resources and support facilities to meet agreed service standards.
• Lead and supervise day-to-day shift activities in line with operational, regulatory and safety requirements.
• Promote a strong safety culture through briefings, coaching, compliance monitoring and corrective actions.
• Act as the main point of contact for internal and external stakeholders and build supplier relationships.
• Monitor performance, resolve complaints, lead investigations and conduct audits to drive continuous improvement.
• Manage disruptions, system failures and equipment issues, and control and approve overtime.
• Prepare shift reports and handovers, and lead by example in customer service and compliance.

Required profile

• Bachelor's degree and 5+ years' experience in airport operations, aviation or ground handling.
• Strong knowledge of airline customer service operations, airport processes and industry regulations.
• Advanced understanding of aviation terminology and airport operations.
• Strong customer and stakeholder management, planning, prioritisation and organisational skills.
• Excellent verbal and written communication, leadership and team management abilities.
• Sound understanding of budget management and cost control; First Aid training is an advantage.

Required skills

• Proficiency in IT and computer skills, including operational systems and reporting tools.

What we offer

• An attractive tax-free salary.
• Travel benefits exclusive to the industry, including discounts on flights and hotel stays worldwide.

Candidates apply through the Emirates Group careers website, then take a HireVue video interview and, if shortlisted, an interview with hiring managers before receiving an offer.