مطلوب Service Delivery Manager, dnata Airport Operations - Emiratisation

Job Purpose dnata is more than a global air and travel services provider

Requirements & Qualifications

• Lead and supervise day-to-day shift activities، ensuring tasks are completed in line with operational، regulatory، and safety requirements

• Control and approve overtime in line with operational requirements، promoting efficient resource utilisation

• Strong customer and stakeholder management skills

• Excellent planning، prioritization، and organisational skills

• Excellent verbal and written communication skills

• Proficient IT and computer skills، including operational systems and reporting tools

• Lead and supervise day-to-day shift activities، ensuring tasks are completed in line with operational، regulatory، and safety requirements.

• Control and approve overtime in line with operational requirements، promoting efficient resource utilisation.

• Strong customer and stakeholder management skills.

• Excellent planning، prioritization، and organisational skills.

• Excellent verbal and written communication skills.

• Proficient IT and computer skills، including operational systems and reporting tools.

Benefits & Conditions

• 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 more information about our employee benefits in the Working Here section of our website

• 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.

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 a Service Delivery Manager، you will lead shift operations by providing guidance and support to frontline teams، resolving customer issues and operational challenges، activating business continuity or exception management plans when required، and driving team performance to ensure safe، compliant، and on-time service delivery in a customer-focused environment

In this role، you will Plan and coordinate shift operations، anticipating operational challenges، allocating resources effectively، and ensuring seamless handovers between shifts

Implement contingency، service recovery، and business continuity plans to minimise operational disruption and maintain safe، efficient service delivery

Ensure adequate staffing levels، resources، and support facilities are available to meet agreed service standards

Promote a strong safety culture through regular briefings، coaching، compliance monitoring، and timely corrective actions

Provide operational expertise and act as the primary point of contact for internal and external stakeholders

Build effective stakeholder and supplier relationships to ensure resource availability and service excellence

Monitor operational performance، resolve issues and complaints، and lead investigations to identify and implement corrective actions

Conduct audits and identify opportunities for continuous improvement in processes، SOP compliance، customer service، and KPI performance

Manage operational disruptions، system failures، and equipment issues، ensuring recovery plans are communicated and executed effectively

Prepare shift reports and handovers، highlighting key activities، challenges، outcomes، and recommendations

Lead by example in customer service، professionalism، conflict resolution، and adherence to safety and compliance standards

Qualification To be considered for the role، you must meet the below

Bachelor's degree and 5+ years’ experience in Airport Operations/Aviation/Ground Handling Strong knowledge of airline customer service operations، airport processes، and applicable industry regulations

Advanced understanding of aviation terminology and airport operations

Strong focus on quality، service excellence، and continuous improvement

Strong safety awareness and commitment to regulatory compliance

Effective leadership and team management capabilities

Sound understanding of budget management and cost control principles

You’ll have an edge if you have First Aid training At 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 Emirates Group، is 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 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

Further information on what it’s like to live and work in our cosmopolitan home city، can be found in the Dubai Lifestyle section.

Job Purpose

dnata is more than a global air and travel services provider

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 a Service Delivery Manager، you will lead shift operations by providing guidance and support to frontline teams، resolving customer issues and operational challenges، activating business continuity or exception management plans when required، and driving team performance to ensure safe، compliant، and on-time service delivery in a customer-focused environment.

In this role، you will

Plan and coordinate shift operations، anticipating operational challenges، allocating resources effectively، and ensuring seamless handovers between shifts.

Implement contingency، service recovery، and business continuity plans to minimise operational disruption and maintain safe، efficient service delivery.

Ensure adequate staffing levels، resources، and support facilities are available to meet agreed service standards.

Promote a strong safety culture through regular briefings، coaching، compliance monitoring، and timely corrective actions.

Provide operational expertise and act as the primary point of contact for internal and external stakeholders.

Build effective stakeholder and supplier relationships to ensure resource availability and service excellence.

Monitor operational performance، resolve issues and complaints، and lead investigations to identify and implement corrective actions.

Conduct audits and identify opportunities for continuous improvement in processes، SOP compliance، customer service، and KPI performance.

Manage operational disruptions، system failures، and equipment issues، ensuring recovery plans are communicated and executed effectively.

Prepare shift reports and handovers، highlighting key activities، challenges، outcomes، and recommendations.

Lead by example in customer service، professionalism، conflict resolution، and adherence to safety and compliance standards.

Qualification

To be considered for the role، you must meet the below

Bachelor's degree and 5+ years’ experience in Airport Operations/Aviation/Ground Handling

Strong knowledge of airline customer service operations، airport processes، and applicable industry regulations.

Advanced understanding of aviation terminology and airport operations.

Strong focus on quality، service excellence، and continuous improvement.

Strong safety awareness and commitment to regulatory compliance.

Effective leadership and team management capabilities.

Sound understanding of budget management and cost control principles.

You’ll have an edge if you have

First Aid training

At 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

Emirates Group، is an international organisation with employees from over 170 nationalities، we encourage applications from across the globe

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.