Operations Delivery Manager, dnata Airport Operations

Job Purpose

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.

As our Operations Manager, you’ll be at the heart of driving excellence across the department. You’ll take ownership of planning and managing service delivery targets, SLAs, business continuity plans, quality, and safety—ensuring every aspect of the operation runs smoothly and efficiently. Partnering with Line Management, you’ll set the team up for success, resolve escalated issues quickly, and safeguard uninterrupted business performance. With a sharp focus on compliance, you’ll uphold all regulatory, legal, and safety requirements while championing best practices and standard operating procedures.

In This Role, You Will

• Recommend and implement improvements to systems, processes, procedures, standards, and facilities, ensuring controls are in place.
• Review department SLAs and contracts, ensuring changes are communicated to relevant stakeholders.
• Ensure SOPs and work instructions align with regulatory requirements, training needs, and departmental practices.
• Coordinate with Training & Development to provide staff with required training in line with development plans, ensuring adequate qualified resources.
• Establish monitoring and implementation structures for quality action teams and other projects.
• Plan resource availability, including coordination with outsource suppliers, and monitor deployment against daily operational plans, cost, and quality targets.
• Promote a safe, efficient, and service-oriented culture.
• Deputize for Line Manager during absence, representing the department in meetings and forums.
• Conduct and oversee regular safety briefings, intervene in risk situations, role-model safe behaviours, and follow up on corrective actions.
• Ensure compliance with safety policies, procedures, and controls, fostering a responsible environmental attitude.
• Support staff in developing skills, knowledge, and confidence to work safely.
• Provide budget input and monitor financial performance against targets.
• Develop reports with recommendations, updates, and improvement actions for relevant departments.
• Address operational issues, customer complaints, and disruptions, recommending and ensuring implementation of corrective actions.
• Plan and conduct departmental audits, reporting non-conformance and ensuring remedial actions.
• Maintain strong stakeholder relationships to ensure compliance with regulatory, safety, and legal requirements.
• Coordinate equipment servicing to avoid operational disruptions.
• Lead departmental projects to deliver expected outcomes within set timeframes.
• Oversee from administrative level Airside transportation service various products for both airports (DXB & DWC)
  
  

Additional Airside & Terminal 2 Operations Responsibilities

• Assess and enhance airside technology (e.g., ULD Management, turnaround tools) to address system gaps and meet airline requirements.
• Coordinate with workshops for planned and corrective maintenance of GSE, managing fleet schedules.
• Oversee logistics of dollies/trolleys across terminals and cargo warehouses, coordinating repairs and maintenance to ensure equipment readiness.
  
  

Qualification

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

• Bachelor's degree and 6+ years’ experience in aviation/ ground handling / customer service
• Diploma and 8+ years’ experience in aviation/ ground handling / customer service
• UAE driving license
• Advanced knowledge of industry regulations, aviation terminology, safety, quality standards, and customer management.
• Strong leadership, communication, planning, and organizational skills.
• Proficient in budget and cost control, data analysis, report writing, and IT/computer literacy.
  
  

You’ll Have An Edge If You Are a

• First-Aider or Fire-Warden
  
  

This is a Safety Sensitive Position

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 Dubai and enjoy an attractive tax-free salary and travel benefits that are exclusive to our industry, including discounts on flights and hotels stays around the world.

You can find more information about our employee benefits in the Working Here section of our website www.emirates.com/careers. Further information on what it’s like to live and work in our cosmopolitan home city, can be found in the Dubai Lifestyle section.