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Join to apply for the Service Delivery Manager (Passenger Services/MHL) role at dnata
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Melbourne International Airport
dnata is one of the most recognised ground services companies in the world. We are looking for motivated, passionate, team-focused, and energized employees to deliver on our commitments to customers. dnata offers on-the-job training and upskilling, providing opportunities for career progression and professional development.
Overall Purpose of the Position
The Service Delivery Manager, Passenger Services / MHL is responsible for managing shifts and performance of dnata's Passenger Service operations at Melbourne International Airport. The role focuses on client needs and assisting passengers with baggage issues.
This position manages daily business complexities within an environment of sensitivities, constraints, and stakeholder priorities. It is a full-time role involving shift work.
Primary Duties and Responsibilities
* Develop and deliver a customer-centric, commercially focused operation, managing all work areas during operational days.
* Oversee and drive the day-to-day passenger services at Melbourne International Airport.
* Coordinate and organize baggage services during shifts.
* Manage Ground Handling Agreements and Service Level Agreements.
* Engage with stakeholders to meet diverse expectations.
* Develop and monitor communication plans and business strategies to promote a customer-focused culture.
* Manage rosters and budgets to ensure effective, cost-efficient, and quality outcomes.
* Implement and monitor business processes and SOPs in compliance with standards, legislation, and policies.
* Provide metrics and reports on business issues.
* Foster a positive safety culture focused on awareness and vigilance.
* Assist passengers with lost/damaged property, baggage, tracing, and related reports, liaising via phone/email.
Essential Criteria
* At least 1 year of experience in the aviation industry.
* Leadership experience with a customer-centric approach and service culture development.
* People management and aviation experience.
* Strong communication and presentation skills.
* Proven ability to build relationships with stakeholders and clients.
* Experience in engaging and influencing staff to meet diverse stakeholder expectations.
* Experience in a regulated industry, ensuring compliance with standards and legislation.
* Business acumen, including financial management and driving continuous improvement.
Desirable Criteria
* Degree in Aviation or Business Management.
* Other relevant tertiary qualifications.
What We Offer
* Opportunity to work with a global company.
* Supportive team environment.
* Extensive training and development.
* On-site parking (paid by dnata).
* Rewards and discount programs.
* 5 weeks of annual leave.
* Competitive salary.
After applying, if you are a potential fit, you will be contacted within 2 weeks of the closing date.
Additional Details
* Seniority level: Mid-Senior level
* Employment type: Full-time
* Job function: Project Management and IT
* Industry: Airlines and Aviation
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