Full job description

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.

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