Service Delivery Manager, dnata Airport Operations - Emiratisation

dnata is more than a global air and travel services provider. We connect people with possibilities and opportunities across 130+ airports in 34 countries through ground handling, cargo, travel, and catering & retail services. Our purpose is clear: to deliver on the promises our customers make. We are powered by a bold vision to be the world’s most admired air and travel services provider, which guides our strategy, culture, and every role across our teams. Our core values fuel everything we do: we are safe, we play to win, we respect everyone and work together as a team, and we are future thinking. At dnata, we foster diversity, nurture ambition, and celebrate achievement. If you're inspired by purpose and motivated to be part of a global team shaping the future of aviation and travel, we’d love to have you onboard. As a Service Delivery Manager, you will lead shift operations by providing guidance and support to frontline teams, resolving customer issues and operational challenges, activating business continuity or exception management plans when required, and driving team performance to ensure safe, compliant, and on-time service delivery in a customer-focused environment. In this role, you will • Plan and coordinate shift operations, anticipating operational challenges, allocating resources effectively, and ensuring seamless handovers between shifts. • Implement contingency, service recovery, and business continuity plans to minimise operational disruption and maintain safe, efficient service delivery. • Ensure adequate staffing levels, resources, and support facilities are available to meet agreed service standards. • Lead and supervise day-to-day shift activities, ensuring tasks are completed in line with operational, regulatory, and safety requirements. • Promote a strong safety culture through regular briefings, coaching, compliance monitoring, and timely corrective actions. • Provide operational expertise and act as the primary point of contact for internal and external stakeholders. • Build effective stakeholder and supplier relationships to ensure resource availability and service excellence. • Monitor operational performance, resolve issues and complaints, and lead investigations to identify and implement corrective actions. • Conduct audits and identify opportunities for continuous improvement in processes, SOP compliance, customer service, and KPI performance. • Manage operational disruptions, system failures, and equipment issues, ensuring recovery plans are communicated and executed effectively. • Control and approve overtime in line with operational requirements, promoting efficient resource utilisation. • Prepare shift reports and handovers, highlighting key activities, challenges, outcomes, and recommendations. • Lead by example in customer service, professionalism, conflict resolution, and adherence to safety and compliance standards. To be considered for the role, you must meet the below requirements • Bachelor's degree and 5+ years’ experience in Airport Operations/Aviation/Ground Handling • Strong knowledge of airline customer service operations, airport processes, and applicable industry regulations. • Advanced understanding of aviation terminology and airport operations. • Strong customer and stakeholder management skills. • Excellent planning, prioritization, and organisational skills. • Strong focus on quality, service excellence, and continuous improvement. • Excellent verbal and written communication skills. • Strong safety awareness and commitment to regulatory compliance. • Effective leadership and team management capabilities. • Sound understanding of budget management and cost control principles. • Proficient IT and computer skills, including operational systems and reporting tools. You’ll have an edge if you have • First Aid training