Service Delivery Manager

Summary  The Service Delivery Manager is responsible for managing 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 shift basis and ensures a culture of safety. Undertakes timely investigations of incidents, accident and near misses ensuring that all facts and contributing causes are identified and 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  • Identify and 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 are maintained at 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 services rendered and support accurate billing   • 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 and maintain positive 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 Department immediately activates its portion of 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.