Service Delivery Team Manager

Job Description

Overview of the Company
dnata is one of the world’s largest air and travel services providers, offering ground handling, cargo, travel and catering & retail services at over 130 airports in more than 30 countries across six continents. At dnata, we are by your side for the entire travel experience. dnata Catering and Retail is one of the world’s leading in-flight hospitality providers, delivering world-class culinary services and innovative products that enhance our passengers’ experience.

What’s the purpose of role:
The successful Team Manager will be responsible for effectively managing all elements of the Service Delivery process to ensure that standards are preserved. This role is integral to achieving the required levels of performance against set KPI’s using effective people and task management.

What you’ll be doing:
Utilise the team effectively to ensure that all activities are planned and organised to meet scheduled targets
Ensure effective resource management, roster patterns and headcounts in line with activity to achieve on time delivery
Maintain and monitor working practices, systems and processes to meet schedules
Ensure all costs are contained within agreed financial guidelines
Organise staff and equipment within specified cost targets in order to meet forecast
Use the Bond Management Information tool to review and initiate action plans as required, communicating issues and solutions where necessary
Provide information to assist in the effective review of Bond and Team Performance
Monitor performance against compliance and introduce corrective action plans, reviewing as required
Ensure full due diligence in line with company and legislative requirements understanding the importance of documentation which adheres to compliance standards and processes
Build customer relationships which help meet business needs whilst providing expert knowledge to customers on operating processes
Ensure the Service Delivery operation complies with all legislation, company and customer requirements
Investigate, analyse and implement corrective actions to resolve problems across all areas of the operation

This list is not exhaustive, accountabilities may vary dependant on locality or role complexity and may include any other duties considered reasonable by the line manager.

What you’ll have:

People management skills e.g. dealing with performance issues, grievances, holidays and absence management in addition to team training, development and motivation
Ability to plan, organise and delegate
Be methodical and logical in your approach to work
Computer literate
Communication Skills – must be able to communicate at all levels
An understanding of Food Safety and Health and Safety regulations
A flexible, positive approach with a drive for continuous improvement
Knowledge of operational Service Delivery processes – LGV C (Class 2 preferred)
Knowledge of CAA processes and standards of compliance