Service Delivery Manager

dnata is more than a global air and travel services provider. We connect people with possibilities and opportunities across 130+ airports in 34 countries through ground handling, cargo, travel, and catering & retail services. Our purpose is clear: to deliver on the promises our customers make. We are powered by a bold vision to be the world’s most admired air and travel services provider, which guides our strategy, culture, and every role across our teams. Our core values fuel everything we do: we are safe, we play to win, we respect everyone and work together as a team, and we are future thinking. At dnata, we foster diversity, nurture ambition, and celebrate achievement. If you're inspired by purpose and motivated to be part of a global team shaping the future of aviation and travel, we’d love to have you onboard. As Service Delivery Manager, you will lead dnata Cargo terminal Operations on shift to achieve a high level of service delivery while ensuring a safe, efficient and cost-effective operation. This role is based full-time in our Dubai office In this role, you will: Recommend improvements to Cargo Operations standards and procedures and ensure the implementation of these procedures and controls. Identify and manage problem areas within the operation, forward planning, deploying resources and information as required to meet service delivery targets, whilst ensuring that safety, security and costs are maintained at acceptable levels. Coordinate resources on a shift basis to ensure that the SLAs are delivered to customers in collaboration with the Supervisor on shift. Review and manage the performance of direct reports to ensure performance is measured against individual targets. Manage the development of the staff in line with their training needs analysis and career path and provides advice regarding career growth. 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 safety of staff and that they have the skills, knowledge, and confidence to work safely by providing support, direction, being a role model for the desired safety behaviours and leading with safety. Manage and maintain an overview of Cargo Operations and stakeholder activities providing co-ordination and leadership to achieve dnata and Cargo objectives. Implement robust service recovery measures to handle customer complaints and service recovery initiatives. Build and maintain relationships with internal and external stakeholders such as such as DOCC, Customs, DAC, Airside Services, Dispatch, Load Control, Group Safety & Security, Airport Police, airline, agent customers. Qualification To be considered for the role, you must meet the below requirements: Relevant Diploma or Degree in Air Cargo OR Cargo Ground Handling. 5-8 years of experience in Air Cargo or other logistical Services in an operational position. UAE Driving license or Home Country Driving License. Valid license for operating equipment (Airport Driving Permit) Proficient knowledge of all or some of the following: Cargo Operations/Ramp Operations/ Passenger Services / Baggage Services / Operations Services Proficient knowledge of operational I.T systems (dacs+, camsys, DSSm, ALTARS) Advanced Safety Awareness Skills Proficient Supervisory Skills You’ll have an edge if you have: Strong operational and leadership experience in managing teams in a shift-based environment. Ability to use data for decision-making. At dnata, part of Emirates Group, we’re committed to providing our employees with opportunities to grow and develop in their careers. So if you’re looking for a challenging and rewarding opportunity, apply today and join our team! Recruitment Process and Timeline dnata is part of Emirates Group, an international organisation with employees from over 170 nationalities, we encourage applications from across the globe. Your application journey begins by applying via the Emirates Group Careers website. Please ensure your CV is up to date for our talent acquisition team to review your profile. If you meet the criteria of the role, you will then be invited to complete a HireVue video interview, to share more about your product experience and your career aspirations. If you are shortlisted you will then be invited to interview with our hiring managers. If you are successful, your recruiter will reach out to you with an offer and then our Onboarding team will ensure a smooth transition to your new role at Emirates Group Salary & Benefits Join us in Dubai and enjoy an attractive tax-free salary and travel benefits that are exclusive to our industry, including discounts on flights and hotels stays around the world. You can find out more information about our employee benefits in the Working Here section of our website www.emirates.com/careers. Further information on what’s it like to live and work in our cosmopolitan home city, can be found in the Dubai Lifestyle section.