dnata is one of the most recognised ground services companies in the world and we are looking for motivated, passionate, team focused and energized employees, to complete the job on hand and to deliver on the promises to our customers. dnata is proud to offer on the job training and upskilling. This allows for opportunities for career progression and professional developmentOVERALL PURPOSE OF THE POSITIONThe

Service Delivery Manager, Passenger Services

is responsible for the shift and performance management of dnata's Passenger Service operation at Sydney International Airport. This role has a strong focus on satisfying client needs and delivering the promises that our customers make.The Service Delivery Manager will manage the day-to-day complexities of business issues and competing demands within an environment of sensitivities, constraints and competing stakeholder priorities.This role will be a full time and operate with shift work.Primary Duties and ResponsibilitiesDevelop and deliver a client centric, commercially focused operation including management, organisation and coordination of all work areas during day of operationsDrive and oversee the day-to-day passenger services operation at Sydney International AirportManagement, monitoring and evaluation of Ground Handling Agreements and Service Level AgreementsManage significant stakeholder engagement and consultation to ensure the delivery of a wide range of stakeholder expectations, diverse interests and demandsIn consultation with the management team develop, implement and monitor communication plans, business strategy to drive a customer centric cultureDevelop, implement and control effective rosters and budget management to ensure highly effective, cost efficient and quality business outcomesDevelop, implement and monitor business processes and standard operating procedures ensuring compliance to industry standards, legislation and dnata Airport Services' policy and proceduresProvide quality metrics and reporting on critical business issuesDrive and embed a positive safety culture within the team focussed on awareness and vigilance.Essential CriteriaAt least 1 year experience within the aviation industry.Demonstrated leadership experience with customer centric orientation and ability to drive a service cultureDemonstrated people management and aviation experienceGood communication skills both written and oral and excellent presentation skillsDemonstrated record of achievement in building and fostering relationships with key stakeholders and clientsExtensive experience in engaging and influencing staff to ensure the delivery of a wide range of stakeholder expectations, diverse interests and demandsPrevious extensive experience in a highly controlled and regulated industry with the ability to lead, translate, implement and manage ongoing compliance, industry standards and legislative requirementsDemonstrated business acumen including, financial and budget management and experience in driving culture change and continuous business improvement.Desirable CriteriaDegree in Aviation or Business ManagementOther relevant tertiary qualificationsWhat we offer in return:Opportunity to work for a Global companyGreat team environmentExtensive training and supportOn site parking (paid by dnata)Discount and rewards program5 Weeks annual leaveCompetitive salaryAfter you have applied, and we believe you would be a potential perfect fit in our business, you will be contacted within 3 weeks of the closing date.

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