Manager, Inflight Service Delivery and Development

Finnair is a diverse community of professionals who work ambitiously with a big heart and commitment. A strong safety culture is our priority and at the core of our everyday work, never taking it for granted. We are committed to doing our share in solving the climate challenge by determinedly following our science-based pathway to decarbonize our operations. We find meaning in our purpose: with our heart in Finland, we make every journey better, today and tomorrow. Our identity and service mindset stems from our iconic brand’s Nordic heritage. Our values – Commitment to care, Working Together, Simplicity and Courage – guide us in everything we do.

We are now looking for a

MANAGER, INFLIGHT SERVICE DELIVERY & DEVELOPMENT

to join our passionate team and shape the Future of Inflight Service Delivery!

We work at the heart of supporting our Cabin Crew in succeeding in inflight service delivery and customer encounters. In this role, you will design and develop inflight service concepts and procedures, collaborate with multiple stakeholders such as IX ground organization, Customer Unit, and Finnair Kitchen, and contribute to creating positive emotions for our customers. Our team also develops service leadership, participates in Cabin Crew allocation, and planning service training in close collaboration with IX / FFA stakeholders.  

Your responsibilities include, among others: 

• Designing and developing inflight service concepts and procedures.

• Driving efficient processes and sales as part of service concepts.

• Collaborating across internal and external stakeholders in a complex matrix setup.

• Creating and maintaining working instructions and tools for Cabin Crew.

• Supporting service leadership development and training initiatives.

What we’re looking for: 
We value true team players with excellent collaboration skills. A proactive and visionary approach, bringing ideas to the table and taking ownership of one’s work is essential. You thrive in an environment of incompleteness and constant change, and you have the resilience to adapt quickly.  

To succeed in this role, you should have: 

• Strong experience in service and process development, service design and inflight catering considered an advantage.

• Business understanding and a customer-centric mindset.

• Excellent communication skills in English, written and spoken.

• Ability to produce clear and engaging written communication for Cabin Crew.

• Minimum 3 years of experience as a Cabin Crew member (CPU, CLP, SeMo roles considered an advantage).

• Ability to travel occasionally and work in flight duties as a crew member.

• Project management skills and an agile approach.

• Bachelor’s degree or equivalent.

Additional details: 

• Permanent position based in TOKE, hybrid work model combining office and remote work.

• Optimal starting date mid-March, by latest.

• The role includes occasional travelling and flight duties as a crew member.

 
We believe in collaboration, positivity, and continuous improvement—and we would love to have you onboard. Please submit your application with your CV and cover letter as soon as possible, but no later than Sunday, 1 February 2026.

Please note that the hiring process may include a pre-employment security clearance and a drug test. 

 
For more information, contact Marleena Stenholm (Head of Inflight Service Delivery and Development) by phone +358 50 3935077 on the specified hours stated below:

• Monday, 26 January between 10:00-11:00

• Tuesday 27 January between 15:00-16:00