Service Delivery Manager
TheService Delivery Manageris responsible formanaging the airport operation on a shift basis ensuring that service delivery conforms to regulatory, operational, safety and customer service standards within a cost-effective environment.
Duties and Responsibilities- Lead safety management on a shiftbasis andensures a culture of safety. Undertakestimelyinvestigations of incidents, accident and near misses ensuring that all facts and contributing causes areidentifiedand communicated to line management and the Manager Safety & Health. Investigations must include short term & long-term actions / recommendations for the reduction or elimination of the identified risk/s
- Proactively manage the department’s resources (staff & equipment), to ensure that service levels are delivered to customers that meet both internal and external KPIs and Service Level Agreements (SLAs) while ensuring that Standard Operating Procedures (SOPs) are adhered to
- Identifyand manage problem areas within the operation, deploying resources as required to meet service delivery targets, whilst ensuring that safety and security is not compromised, and that costs aremaintainedat acceptable levels
- Ensure that airline customers are provided with a ‘highly visible’ point-of-contact, and that all service feedback is acknowledged and /or investigated and responded.. Where the incident is indicative of a reoccurring service failure, provides workable solutions to line management for longer term resolution
- Through a ‘hands on’ visible approach, ensure that staff welfare and interests are understood and appropriately addressed. Provide ‘on the job’ coaching and leadership to operational teams to ensure performance improvement
- In conjunction and coordination with Resource Allocators and Supervisors, ensure a clear understanding of the cost of shift operations. Balance operational requirements with overtime (OT) costs to ensure that overtime targets and other financial KPIs are met. Provide direction for, and oversight of, all revenue generating activities on shift to ensure that records of servicesrenderedand supportaccuratebilling
- Conduct quality audits on a shift basis to ensure compliance with KPIs, SLAs, SOPs, uniform & grooming standards. Responsible for providing feedback and recommendations to staff on-the-spot, as well as updates to line management
- Develop andmaintainpositive working relationship and open communication with internal dnata divisions, departments and business units, and external partners, including, but not limited to; Civil Aviation Authority of Singapore (CAAS), Changi Airport Group (CAG), Airport Police, Immigration, Customs, Auxiliary Police, and outsourced service providers
- In a crisis, ensure that the Ramp & Baggage Services Departmentimmediatelyactivates itsportionof the dnata Crisis Management Plan
- Ensure compliance with all workplace safety, security, and health policies and procedures.
- Any ad hoc tasks assigned by the Reporting Officer or management.
- Minimum Diploma from a recognised tertiary institution or a related field.
- Minimum 4 years of relevant experience in ground handling or aviation operations.
- Valid LTA Class 3 Driving Licence and Class 3 Airside Driving Permit (ADP).
- Demonstrated leadership and people management capabilities.
- Strong proficiency in Microsoft Office applications, particularly Excel; experience with data visualisation and reporting tools (e.g., Power BI) is an added advantage.
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