Air Cargo Service Delivery Manager

About the Role

Key Responsibilities

• Manage end-to-end service delivery performance to ensure compliance with contractual service levels, operational standards, and customer expectations.
• Monitor cargo transportation activities including booking fulfillment, cargo acceptance, handling, uplift performance, transit movements, and final delivery.
• Develop and maintain strong customer relationships through regular service reviews, business meetings, operational discussions, and performance updates.
• Investigate customer complaints, service failures, shipment irregularities, and operational disruptions, ensuring timely resolution and effective communication.
• Coordinate with Cargo Operations, Ground Handling Agents, Network Planning, Revenue Management, Customer Service, and Commercial teams to resolve operational challenges.
• Monitor and report on key performance indicators (KPIs), service level agreements (SLAs), cargo delivery metrics, and customer satisfaction measures.
• Lead service recovery initiatives for delayed, mishandled, temperature-sensitive, high-value, dangerous goods, and special cargo shipments.
• Prepare customer performance reports, business reviews, operational dashboards, and management presentations.
• Provide insights and recommendations to senior management regarding service enhancements, customer retention strategies, and operational improvements.
• Ensure compliance with airline, aviation, safety, security, customs, and cargo handling regulations.

Qualifications & Experience

• Bachelor’s degree in Logistics, Supply Chain, Aviation, Business Administration, or a related field.
• Minimum 8–10 years of experience in air cargo, aviation, freight forwarding, logistics, or service delivery operations.
• Experience in customer-facing operational roles and stakeholder management.
• Strong understanding of cargo operations, shipment processes, and service delivery standards.
• Experience handling customer escalations and operational issue resolution.
• Knowledge of air cargo industry regulations and best practices is preferred.

Skills & Competencies

• Strong customer relationship and stakeholder management skills.
• Excellent communication and interpersonal abilities.
• Strong problem-solving and decision-making skills.
• Ability to manage multiple priorities in a fast-paced operational environment.
• Strong analytical skills with experience interpreting performance data and KPIs.
• Proficiency in Microsoft Excel, PowerPoint, and reporting tools.
• Good understanding of cargo operations and supply chain processes.
• Strong teamwork and cross-functional collaboration skills.
• Fluent in English, both written and spoken.