Service Delivery Manager

SERVICE DELIVERY MANAGER - WESTJET

Are you ready to take off and build an exciting leadership career in the aviation industry? If so, we want to chat with you!

Executive Aviation is looking for a full-time Service Delivery Manager (SDM) at Kelowna! Reporting to the Executive Aviation General Manager, the Service Delivery Manager will be dedicated to leadership oversight of our WestJet operation in Kelowna. The SDM will be the key leadership contact for the airport, regulatory authorities, third-party partners, and service providers for all matters relating to WestJet’s operation. The SDM will have a strong focus on safety and security. Performance will be measured by operational KPIs, safe operations, efficient facility utilization, customer and guest satisfaction, and front-line engagement.

Responsibilities:

• Constantly monitor operational performance ensuring consistent delivery.
• Work closely with Coordinators, Operations Managers, and General Manager to drive continuous improvement in the WestJet operation.
• Develop and maintain effective working relationships with other partners and service providers (e.g., fuelers, caterers, Tech Ops) to resolve obstacles and ensure optimum working relationships for a smooth operation.
• Focus on known problem areas and introduce initiatives to improve performance and compliance.
• Investigate and respond to incidents resulting in safety reports and customer concerns, ensuring follow-up actions are implemented to prevent recurrence.
• Identify trends, share with WestJet’s Regional Manager, and take preventative and corrective actions.
• Conduct internal audits as instructed by WestJet using approved audit forms ensuring actions to address issues and trends are identified and implemented.
• Ensure all Team Members engaged in the handling of the WestJet product have been provided all appropriate training and that training records are documented and maintained. Ensure read and sign completion for all trained agents.
• Monitor all aspects of operational performance.
• Ensure that WestJet’s counter and gate layout and brand compliance are maintained.
• Work with Team Members to support performance that consistently demonstrates WestJet’s brand.
• Participate in weekly meetings with WestJet Regional Manager.
• Ensure a presence in all aspects of the WestJet operation, both ATW and BTW, to identify areas for improvement and develop relationships with the frontline teams.
• Provide direct leadership for the trainers in the station and support their performance and development and ensure their ability to support overall YXE operations.
• Help support irregular operations as required.
• Other duties as assigned.

Qualifications:

• A minimum of 3 years airport operations leadership experience is required.
• A minimum of 3 years of Customer Service experience is required.
• A minimum of 2 years’ experience in a high-volume airport operation with a significant level of internal and external dependencies and relationships is preferred.
• Familiarity in all aspects of airport operations including Customer Service and Ground Operations and airport-wide flight management processes.
• Proven track record leading a team to meet operational and performance targets.
• Track record of developing and leading effective teams.
• Possess strong business acumen to deliver departmental plans including budget.
• Excellent ability to multitask & handle changing priorities.
• Available on an on-call as needed basis to participate in the coordination and management of elevated IROPS and systemic issues.
• Proficient in PC based applications, Microsoft Project, Word, Excel, and Outlook.
• Ability to obtain and maintain RAIC.