Manager Service Delivery, dnata Airport Operations

Job Purpose

dnata is more than a global air and travel services provider. We connect people with possibilities and opportunities across 130+ airports in 34 countries through ground handling, cargo, travel, and catering & retail services. Our purpose is clear: to deliver on the promises our customers make. We are powered by a bold vision to be the world’s most admired air and travel services provider, which guides our strategy, culture, and every role across our teams. Our core values fuel everything we do: we are safe, we play to win, we respect everyone and work together as a team, and we are future thinking. At dnata, we foster diversity, nurture ambition, and celebrate achievement. If you're inspired by purpose and motivated to be part of a global team shaping the future of aviation and travel, we’d love to have you onboard.

As Manager Service Delivery, you will lead and manage dnata’s Emirates dedicated airside service delivery team on a 24/7 shift basis, overseeing operations in coordination with dnata Airside Hub Control (AHC) and Emirates Network Control Centre (NCC). In the event of operational disruption at Dubai, works closely with the Manager dnata Operations (MdO) on shift as the senior representation for EK within dnata on day of operations.

This is a full time, permanent position based at Dubai Airport - Terminal 3, working on a 12 hour shift pattern.

In This Role, You Will

• Lead 24/7 day-of-operations planning, aligning dnata resources with EK’s schedule. Monitors performance and deploys assets efficiently to meet SLA targets while ensuring operational continuity.
• Oversee EK Terminal 3 activities at the shift level, ensuring optimal resource allocation and cost control. Maintains service resilience by adapting to demand fluctuations.
• Detect performance discrepancies and initiates corrective actions on shifts. Leads recovery efforts during disruptions to uphold and enhance Safe On-Time Performance (SOTP).
• Analyse service trends, recommends best practices, and drives productivity enhancements. Focuses on improving customer experience and operational efficiency. Contributes to the operational budget planning and champions cost-efficiency initiatives.
• Manage shift staff in line with dnata guidelines, ensuring training compliance. Fosters a high-performance, well-equipped team culture for sustainable excellence.
• Promote a safety-first culture through inspections, compliance checks, and emergency responses. Maintains a secure and respectful working environment.
• Act as the dnata representative in the Disruption Control Centre (DCC) at the NCC in VP Airside Service Delivery absence, maintaining leadership presence and operational oversight. Executes operational decisions while ensuring alignment with EK VP NCC direction. Responds effectively to disruptions and maintains open communication with all stakeholders.
  
  

Qualification

To be considered for the role, you must meet the below requirements:

• Bachelors degree or equivalent, and 10+ years professional experience within airport operations, preferably with a major airline or ground-handling company, including at least 5 years in an airside/ground handling role with managerial responsibility.
  
  

You’ll Have An Edge If You Have

• A full driving license (UAE or equivalent).
• Effective management skills with a proven experience in leading multiple operational teams in a highly demanding 24/7 high pressure operations.
• Advance understanding of ground handling procedures and industry regulations. Knowledge of airline SOP’s, IATA Airport Handling Manual (AHM) and the IATA Safety Audit for Ground Operations (ISAGO).
• Effective interpersonal leadership skills.
• Knowledge of airport safety, aviation security and emergency response/business continuity plans
• Understanding of ground support equipment, turnaround management and performance optimisation.
• Business finance awareness, budget, and cost control knowledge
• A passion for service excellence and driving results.
  
  

At Emirates Group, we’re committed to providing our employees with opportunities to grow and develop in their careers. So, if you’re looking for a challenging and rewarding opportunity, apply today and join our team!

Recruitment Process and Timeline

Emirates Group is an international organisation with employees from over 170 nationalities, we encourage applications from across the globe. Your application journey begins by applying via the Emirates Group Careers website. Please ensure your CV is up to date for our talent acquisition team to review your profile. If you meet the criteria of the role, you will then be invited to complete a HireVue video interview, to share more about your experience and your career aspirations. If you are shortlisted, you will then be invited to interview with our hiring managers. If you are successful, your recruiter will reach out to you with an offer and then our Onboarding team will ensure a smooth transition to your new role at Emirates Group.

Salary & benefits

Join us in a management role and enjoy an attractive tax-free salary. On top of our generous travel benefits, including discounted flights and hotel stays around the world, this managerial role also has an excellent leave and healthcare package. That’s on top of transport benefits, life insurance and more. Find out what it’s like to live and work in our fast-paced, cosmopolitan home city in the Dubai Lifestyle section of our website www.emirates.com/careers