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Service Delivery Manager

3 months ago

Abbotsford, British Columbia, Canada Executive Aviation Full time
Are you ready to take off and build an exciting leadership career in the aviation industry? If so, we want to chat with you


Executive Aviation is looking for a full-time Service Deliver Manager (SDM) at Abbotsford Reporting to the Executive Aviation Station Manager, the Service Delivery Manager will be dedicated to leadership oversight of our Flair Airlines operation in Abbotsford.

The SDM will be the key leadership contact for the airport, regulatory authorities, third-party partners, and service providers for all matters relating to Flair's operation.

The SDM will have a strong focus on safety and security. Performance will be measured by operational KPI's, efficient facility utilization, customer and guest satisfaction and front-line engagement.

Responsibilities:

  • Constantly monitor operational performance ensuring consistent delivery
  • Develop and maintain effective working relationships with other partners and service providers (e.g., fuelers, caterers, deicing, engineering) to resolve obstacles and ensure optimum working relationships for a smooth operation
  • Focus on known problem areas and introduce initiatives to improve performance and compliance
  • Ensure Flair manuals are up to date and that all station communications have been filed and communicated to all Team Members
  • Investigate and respond to incidents resulting in safety reports and customer concerns ensuring follow up actions are implemented to prevent recurrence
  • Identify trends, share with Flair's direct representative, and take preventative and corrective actions
  • Conduct internal audits as instructed by Flair using approved audit forms ensuring actions to address issues and trends are identified and implemented.
  • Conduct weekly flight file checks and checks of flight file management and supervision ensuring actions to address issues and trends are identified and implemented
  • Ensure all Team Members engaged in the handling of the Flair's product have been given comprehensive training in their duties and that training records are documented and maintained
  • Facilitate and support Flair's compliance monitoring audits
  • Maintain statistics and monitor all aspects of operational performance
  • Ensure all facility checklists are completed and that Flair's layout and brand are maintained
  • Work with Team Members to support performance that consistency demonstrates Flair's brand

Qualifications:

  • A minimum of 3 years airport operations leadership experience is required
  • A minimum of 3 years of Customer Service experience is required
  • A minimum of 2 years' experience in a highvolume airport operation with a significant level of internal and external dependencies and relationships is preferred
  • Familiarity in all aspects of airport operations including Customer Service and Ground Operations and airport wide flight management processes
  • Proven track record leading a team to meet operational and performance targets
  • Track record of developing and leading effective teams
  • Possess strong business acumen to deliver departmental plans including budget
  • Excellent ability to multitask & handle changing priorities
  • Available on an on call as need basis to participate in the coordination and management of elevated IROPS and systemic issues
  • Ability to obtain and maintain RAIC
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