Head of Service Delivery

Synopsis

At Etihad, we’re transforming the way the world experiences travel. Through creativity, innovation, and a relentless commitment to excellence, we aim to deliver thoughtful, world-class experiences at every step of the journey.

Join us in shaping the future of aviation.

We’re looking for an experienced and visionary Head of Service Delivery to elevate our guest experience across all touchpoints from Cabin Crew and Airport Services to Lounges, Contact Centres, and Guest Relations.

In this pivotal role, you’ll bring service design to life by partnering with cross-functional teams and translating innovation into real-world, scalable, and consistent service delivery. You’ll champion operational excellence and ensure our brand promise is felt by every guest, every time.

Accountabilities

As Head of Service Delivery, you will

• Define and govern global service standards, ensuring alignment with Etihad’s brand promise, commer cial objectives, and regulatory requirements.
• Act as the key strategic partner to the Design team and frontline operations., ensuring operational feasibility is embedded in the early stages of service innovation.
• Build cross-functional alignment between Service Design, Operations, Commercial, and Digital to ensure service strategies are both aspirational and operationally executable.
• Lead to design and deploy service training that embeds desired behaviours, enhances customer interaction, and supports leadership capabilities.
• Lead and coordinate service delivery through Cabin Crew, Airports, Lounges, Contact Centres, and Guest Relations teams.
• Provide operational insights during the service design process to ensure practical feasibility and smooth deployment.
• Implement KPIs and service performance dashboards to monitor delivery effectiveness across all channels.
• Conduct regular audits, mystery shopping, and feedback analysis to identify gaps and areas for improvement.
  
  

Education & Experience

• Bachelor’s degree in hospitality, Business, or Aviation (Master’s preferred).
• Minimum 10 years of experience in hospitality or airline service delivery, with 5+ years in a senior leadership role.
• Proven track record of leading global service teams and improving guest satisfaction scores.
• Strong understanding of service design principles, quality frameworks, and cabin crew engagement strategies.
• Experience working in complex, multicultural operational environments.
  
  

About Etihad Airways

Etihad Airways, the national airline of the UAE, was formed in 2003 and quickly went on to become one of the world’s leading airlines. From its home in Abu Dhabi, Etihad flies to passenger and cargo destinations in the Middle East, Africa, Europe, Asia, Australia and North America. Together with Etihad’s codeshare partners, Etihad’s network offers access to hundreds of international destinations. In recent years, Etihad has received numerous awards for its superior service and products, cargo offering, loyalty programme and more. All this ties into Etihad’s ambitious Journey 2030 strategy. The airline plans to double its fleet size and triple the number of customers over the next six years as it sets out to be the airline everyone wants to fly!

To learn more, visit etihad.com

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