Service Delivery Manager

i) Ensure customer policies, procedures and contractual agreement are consistently met

ii) Responsible for all contractual agreements from an operational perspective and ensure realistic and practical commitments are made to clients

iii) Consistently meet predetermined metrics to achieve business objectives and customer SLAs Ensure contingency plans are in place for all services to include business recovery plans

iv) Ensure timely and accurate reporting of performance metrics and SLAs to the Management

v)Identify and resolve problem/situations arises at Airside operations and be a senior operations point of escalation

i)Full budget responsibility focused on achieving operations metrics:

Increase the utilization of Airside resources

o Productivity of teams

o Maximize utilization of resources / Higher realization per employee

o Drive cost control measures across operations

o Achieve monthly operating margins

ii)Provide strategic guidance to the Operations Executive and Airport Supervisors to ensure excellent service delivery to airside clients

iii)Explore organic growth and business development opportunities with clients and increase revenue

iv)Maintain an airside organization structure that is in line with the business objectives and needs

v)Ensure effective tools and mechanisms are provided to the team to track and develop individual potential to meet business objectives

i)Ensure effective succession plans are in place and seek the development of direct reports up to and including moving them to different locations /services within the airside operations in order to maximize potential.

Ensure clear succession plans is in place for self and all operations team

ii)Ensure timely preparation and review of goals and development plans for direct reports.

Ensure accurate handling and completion of progress reviews on performance and development plans within agreed timescales and provide ongoing feedback to Manager – Airport & Cargo Operations

iii)Create a high performance, fair and exciting work environment that provides motivation and development opportunities for the teams

iv)Ensure the team is performing the duties in line with set job descriptions, SOP & SLA’s.

v)Ensure sharing of knowledge and best practices within the company and counsel operations executives and airport supervisors to enhance performance and arrest attrition.

i)Ensure timely and accurate reporting of performance metrics and SLAs to the Management.

ii)Ensure timely preparation and review of goals and development plans for direct reports.

Ensure accurate handling and completion of progress

i)Have frequent interaction with workers to address their operational concerns and coordinate with relevant support functions

ii)Conduct regular quality inspections at site and ensure workmanship is maintained as per client’s requirements

iii)Ensure attendance of employees in all Trainings, HR Roadshows and company engagement events.

iv)Understand and implement the company safety policies and procedures as described in the Dulsco integrated management system

v)Will be accountable and responsible for duties as described in the HSE roles and responsibilities document of IMS