Service Delivery Manager
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Key skills for this role
About the Role
Dulsco Group seeks a Service Delivery Manager to oversee airside operations at Dubai Airport, ensuring client SLAs, team management, and operational excellence. Requires experience in airport or cargo operations management.
Key Skills for This Role
Responsibilities
- Ensure customer policies, procedures and contractual agreements are consistently met
- Responsible for all contractual agreements from an operational perspective
- Consistently meet predetermined metrics to achieve business objectives and customer SLAs
- Ensure contingency plans are in place for all services
- Ensure timely and accurate reporting of performance metrics and SLAs to Management
- Identify and resolve problem situations at Airside operations and be a senior escalation point
- Full budget responsibility focused on achieving operations metrics
- Provide strategic guidance to Operations Executive and Airport Supervisors
- Explore organic growth and business development opportunities with clients
- Maintain an airside organization structure aligned with business objectives
- Ensure effective succession plans and development of direct reports
- Create a high performance, fair and exciting work environment
Requirements
- Experience in airside operations management
- Budget responsibility experience
- Strong leadership and team management skills
Full Job Posting
Understanding Client Requirements
- Ensure customer policies, procedures and contractual agreement are consistently met.
- Responsible for all contractual agreements from an operational perspective.
- Consistently meet predetermined metrics to achieve business objectives and customer SLAs.
- Ensure contingency plans are in place for all services.
- Ensure timely and accurate reporting of performance metrics and SLAs to Management.
- Identify and resolve problem situations at Airside operations and be a senior operations point of escalation.
Operations Management
- Full budget responsibility focused on achieving operations metrics: increase utilization of Airside resources, productivity, maximize utilization, drive cost control, achieve monthly operating margins.
- Provide strategic guidance to Operations Executive and Airport Supervisors.
- Explore organic growth and business development opportunities with clients.
- Maintain an airside organization structure aligned with business objectives.
- Ensure effective tools and mechanisms are provided to the team.
Team Management
- Ensure effective succession plans are in place and develop direct reports.
- Ensure timely preparation and review of goals and development plans for direct reports.
- Create a high performance, fair and exciting work environment.
- Ensure the team performs duties in line with set job descriptions, SOP & SLA’s.
- Ensure sharing of knowledge and best practices within the company.
Reporting and Compliance
- Ensure timely and accurate reporting of performance metrics and SLAs to Management.
- Ensure timely preparation and review of goals and development plans for direct reports.
Other Responsibilities
- Have frequent interaction with workers to address operational concerns.
- Conduct regular quality inspections at site.
- Ensure attendance of employees in all Trainings, HR Roadshows and company engagement events.
- Understand and implement the company safety policies and procedures.
- Accountable for duties as described in the HSE roles and responsibilities document.
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