Service Delivery Manager, dnata Airport Operations - Emiratisation

Role overview

Responsibilities

• Plan shifts, allocate resources, anticipate challenges, and coordinate handovers.
• Implement contingency, service recovery, and business continuity plans.
• Ensure appropriate staffing, resources, and facilities are available to meet service standards.
• Supervise daily operations and promote safety through briefings, coaching, monitoring, and corrective action.
• Act as an operational contact and build effective stakeholder and supplier relationships.
• Monitor performance, resolve complaints, investigate issues, and implement corrective actions.
• Conduct audits and improve processes, SOP compliance, customer service, and KPI performance.
• Manage disruptions, system failures, and equipment issues; communicate and execute recovery plans.
• Approve overtime and prepare shift reports and handovers.
• Model professional customer service, conflict resolution, safety, and compliance.

Requirements

• Bachelor's degree and at least five years of experience in airport operations, aviation, or ground handling.
• Strong knowledge of airline customer service operations, airport processes, and applicable regulations.
• Advanced understanding of aviation terminology and airport operations.
• Strong customer and stakeholder management, planning, prioritization, and organizational skills.
• Focus on quality, service excellence, and continuous improvement; excellent verbal and written communication.
• Strong safety awareness, regulatory compliance, leadership, and team management capabilities.
• Understanding of budget management and cost control; proficient IT, operational systems, and reporting tools.
• First Aid training is an advantage.

Workplace and benefits

• The role is based in Dubai and involves airport shift operations.
• The posting mentions tax-free salary and travel benefits but does not state a compensation amount or pay cadence.

Recruitment process

• Applications are submitted through the Emirates Group Careers website; shortlisted candidates may complete a HireVue video interview and hiring-manager interview.