Service Delivery Manager

In this role, you will:

• Be a UAE National with a Khulasat Al Khaid.
• Plan the shift and ensure constant collaboration with key stakeholders as required.
• Plan and ensure implementation of relevant contingency and service recovery plans in case of any operational disruptions to ensure high level of safety performance.
• Ensure sufficient staff and support facilities are available for shift in cooperation with central allocations based on the agreed service standards.
• Supervise the day-to-day operations of the department to ensure that work processes are implemented.
• Ensure that safety briefings are conducted regularly while intervening when there is risk exposure, role model safe behaviours and follows up on corrective actions.
• Ensure 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.
• Build and maintain relationships with stakeholders to ensure that customers’ requirements are met and in compliance with regulatory, safety and legal requirements.
• Conduct spot audit on conformance with Standard Operating Procedures (SOPs), Customer Services and KPIs to ensure continuous improvement of processes.

Qualifications & Experience: To be considered for the role, you must meet the below requirements:

• Be a UAE National with a Khulasat Al Qaid.
• Bachelor’s Degree or Diploma and 6 years of experience in aviation / ground handling / customer service.
• 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.

You’ll have an edge if you have:

• 2 years of experience handling airline customers and complaints.