Job Description

Description :

The Service Delivery Manager provides leadership, direction, and support to our above and below wing teams and will be responsible to motivate, coach and mentor them.

Main accountabilities include:

The primary duties of the Service Delivery Manager include:

• Drive the ongoing development of our relationship with flair, working closely with their operational delivery team to build an aligned, one team approach.
• Oversee and monitor the flair operation to ensure we are working in compliance with their required standards, policies, and procedures in all areas. This includes driving change to implement all new developments and initiatives the airline introduces.
• Focus on known problems areas and introduce initiatives to improve performance and compliance in these areas.
• Consistently monitor operational performance against all the measures relating to our contract, with specific focus on Service Level Agreements and ensuring consistent delivery against the measures.

• Investigate and respond to incidents resulting in safety reporting and customer complaints. Ensure follow up actions are implemented to prevent recurrence. Identify trends and take preventative and corrective action.
• Conduct internal audit checks as instructed by flair. Ensure actions to address issues and trends are identified and implemented. Provide regular reports to flair to confirm findings and actions.
• Conduct weekly flight file checks and checks of flight file management and supervision. Ensure actions to address issues and trends are identified and implemented. Provide reports to the Carrier to confirm findings and actions.
• Ensure all team members engaged in handling flair have received comprehensive training in their duties and that training records are documented and maintained.
• Maintain statistics and monitor all aspects of operational performance for flairs product including airport operations related delays, turnround times, excess baggage collection, immigration refusals, baggage performance, safety reports and audit findings.
• Monitor and check data and payment information relating to contractual bonus/malus initiatives.

• Previous experience working in an airport operational environment is preferred.
• Highly motivated and organized with the ability to work under pressure.
• Ability to collaborate with multiple stakeholders to deliver results and build strategic working relationships.
• Able to multi-task and prioritize in a fast paced, time focused operation.
• Confident decision maker who can work on own initiative to drive change.
• Solution focused and willing to challenge the status quo to achieve the required outcomes.
• Leadership experience is beneficial, but we will also consider candidates who are looking to step up into a leadership role.
• Experience of building and inspiring teams.
• Existing knowledge of the flair operation and a passion for the brand is a plus.

• A competitive compensation package.
• Discounted airfares on the flair network
• Comprehensive healthcare benefits
• Discount programs

Menzies Aviation