Service Delivery Manager, dnata Airport Operations

Job Purpose

dnata Airport Operations’ vast ground handling operations successfully service the major global hub that is Dubai International Airport. We deliver a seamless experience from check-in to baggage delivery for more than 80 million passenger and 140 scheduled airlines annually.

As a Service Delivery Manager, dnata Airport Operations, you will join our ‘Airside Turnaround’ (Ramp) team and will lead shift operations, supporting frontline staff and ensuring seamless service delivery. You will manage customer concerns, resolve operational challenges and ensure safety and compliance, all while promoting a culture of high performance and staff development.

In This Role, You Will

• Oversee day-to-day shift operations, coordinating with internal teams and stakeholders to ensure efficient service.
• Proactively manage disruptions such as system outages or facility closures, activating contingency plans when needed.
• Support operational readiness by planning and coordinating staff resources for upcoming shifts, ensuring a smooth handover between teams.
• Monitor staffing levels and facilities in collaboration with central allocations to align with service expectations.
• Supervise operational teams, ensuring employees are properly trained and processes are executed effectively.
• Lead regular safety briefings and promote a strong safety culture through active engagement and compliance oversight.
• Identify opportunities for continuous improvement across systems, processes and practices, escalating findings to leadership.
• Maintain strong working relationships with internal and external stakeholders, ensuring alignment with customer expectations and regulatory requirements.
• Monitor adherence to Standard Operating Procedures (SOPs), KPIs, and service standards to drive consistent performance.
• Investigate and resolve operational issues, implement corrective actions and lead recovery operations during disruptions.
  
  

Qualification

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

• Bachelor’s degree or diploma in business administration, aviation, ground handling or customer service
• Experience in aviation, ground handling or customer service: With a degree: 6+ years’ experience With a diploma: 8+ years’ experience
• A UAE driving license
  
  

You’ll Have An Edge If You Have

• First aid training
• Advanced understanding of airline customer service, airport operations
• Advanced understanding of aviation regulations and terminology
• Advanced customer management, planning, organising and quality orientation skills
• Advanced communication, writing and safety awareness skills
• Proficient leadership, budgeting, cost control, IT and computer literacy skills
• Expertise in load control and aircraft weight and balance requirements
• Familiarity with aircraft weight and balance requirements for dnata operations
  
  

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