Service Delivery Manager (dOCC)

Travel Management
Department Head
United Arab Emirates (UAE)
Salary Description:
Emirates Airline & Group
Job Ref:

The selected candidate 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.
- Plans the shift and ensures constant collaboration with key stakeholders as required - Plans and ensures implementation of relevant contingency and service recovery plans in case of any operational disruptions to ensure high level of safety performance - Anticipates challenges during the shift such as system outages, facility closures, special movements and prioritises resources accordingly - Plans and prepares for next shift and provides handover
- Ensures sufficient staff and support facilities are available for shift in cooperation with central allocations based on the agreed service standards

- Supervises the day-to-day operations of the department to ensure that work processes are implemented - Ensures that staff on shift are suitably qualified and experienced to perform assigned activities
- Ensures that safety briefings are conducted regularly while intervening when there is risk exposure, role model safe behaviours and follows up on corrective actions - Ensures 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 - Ensures safety of staff and that they have the skills, knowledge, and confidence to work safely by providing support and direction - Provides expertise in their specialised area and acts as the focal point of contact for key stakeholders - Identifies opportunities for continuous improvement of systems, processes and practices and reports to Department Management - Builds and maintains relationships with stakeholders to ensure that customers requirements are met and in compliance with regulatory, safety and legal requirements - Communicates with outsource suppliers to ensure availability of resources on shift when required (where applicable) - Sets a role model example with regards to professional dealings with internal / external customers and conflict resolution - Develops a complete on-shift summary highlighting key milestone, areas of development and support with recommendations - Ensures all overtime hours are controlled, audited and approved for staff in cooperation with dOCC by encouraging cross utilisation where applicable - Conducts spot audit on conformance with Standard Operating Procedures (SOPs), Customer Services and KPIs to ensure continuous improvement of processes - Understands and resolves any issues on shift to ensure safe on-time performance and a smooth flow of operations in line with the SLAs and regulatory agreements - Investigates operational issues and complaints, conducts all operational investigations on shift, initiates the required corrective action and provides a report to Line Management - For any planned / unplanned systems failures takes the lead in ensuring fall back plans are in place and recovery plans are communicated to all Airlines & Stakeholders. - Ensures on-time recovery to situations caused by equipment malfunctioning / failures on live turnaround aircrafts (where applicable)
Bachelors degree or Diploma in in business administration / aviation / ground handling / customer service

Experience: significant experience in aviation / ground handling / customer service

Preferably First Aid trained

Advanced understanding of airlines' customer service product (specific airport related requirements) and Industry regulations for the assigned work area.

Advanced understanding of the aviation terminology

Advanced Customer Management Skills

Advanced Planning and Organizing Skills

Advanced Quality Orientation Skills Advanced Communication Skills Advanced Writing Skills

Advanced Safety Awareness Skills

Proficient Leadership Skills Proficient Budget and Cost Control Knowledge

Proficient IT

Computer Literacy Skills
At dnata, our style of delighting customers is unique. That's why we attract the best people in the industry - people who can apply imagination to their work. We are growing quickly - and we are looking for people to join our global family of 20,000 employees. As one of the largest air services providers in the world, our services on the ground keep the world in the air. You'll find dnata in 38 countries offering customers our expertise in ground handling, cargo, travel, and flight catering. We believe in the power of our people - and we're always on the look-out for potential stars to help us deliver the promises our customers make. Be a part of our success story. If you want to join us, please visit to apply.

Contact Details:
Emirates Airline & Group
Tel: .
Contact: HR Department

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