Manager Service Delivery, dnata Airport Operations

Job Purposednata Airport Operations vast ground handling operations successfully service the major global hub at Dubai International Airport and Al Maktoum International Airport. We deliver a seamless experience from check-in to baggage delivery for more than 80 million passengers and 140 scheduled airlines annually.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 (Md O) 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 in 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 equivalent10+ 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