Service Delivery Manager, Full-time

Executive Flight Centre Aviation (EFC) has been setting standards in aviation fuel and airport services for over 75 years. Headquartered in Edmonton, with operations in Alberta, British Columbia, and Saskatchewan, EFC offers a diverse range of aviation services to meet the needs of airports and aerodromes. Our vision is to provide first class services to all customers in the aviation industry by focusing on safety, quality, and customer service.

EFC is committed to creating and sustaining an inclusive and diverse work environment, while upholding the principles of employment equity. Your participation in this important process is greatly appreciated. We encourage applicants to self‐identify as a member of one or more of the employment equity designated groups - Women, Aboriginal peoples, Persons with Disabilities and/or Members of Visible Minorities. The information collected will be used solely to carry out our obligations under the federal Employment Equity Act.

Our Edmonton location is seeking two experienced Service Delivery Managers to support our diverse operations. These are full-time positions.

**Description**:
The Service Delivery Manager is responsible for strategic direction and leadership for the overall operation of a major airline (the Airline or Carrier) at the Edmonton International Airport. Reporting to the Base Manager, this dedicated position is accountable for all operations and client relations with the Airline pertaining to EFC at the main terminal for above and below wing services. This position will act as the main point of contact for the Airline, the airport authority, and any third-party stakeholders. In addition, this position this role will be responsible for driving performance, ensuring we meet our agreed Service Level Agreements (SLA), managing our customer experience delivery and further developing our partnership with the Airline. The Service Delivery Manager is also responsible for EFC’s safety management system and promoting a safety-first culture to all EFC staff.

**Responsibilities**:

- Drive the ongoing development of our relationship with the Airline, working closely with its operational delivery team to build an aligned, one team approach.
- Acts as EFC’s main terminal operations contact with the Airline, the Airport Authority, contractors, and vendors.
- Oversees and directs all aspects of ground operations (below the wing) and customer service operations (above the wing) to ensure EFC is delivering the Airline’s product and working in compliance with its standards, policies, and procedures in all areas. This includes driving change to implement new developments and initiatives.
- Constantly monitor operational performance against all the measures relating to the contract and SLA and ensuring consistent delivery against these measures.
- 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 in these areas.
- GOM management and supervision: ensuring manuals are up to date and that all station communications have been filed and communicated to all ground crew and enacted locally as required.
- Manages the Safety Management System (SMS) and leads a culture of safety with the main terminal employees.
- Investigate and respond to incidents resulting in safety reports and customer complaints. Ensure follow up actions are implemented to prevent recurrence. Identify trends, share with the Carrier’s direct representative, and take preventative and corrective action.
- Conduct internal audit checks as instructed by the Carrier using approved audit forms. Ensure actions to address issues and trends are identified and implemented. Provide regular reports to the Carrier to confirm findings and actions. The frequency of reporting is to be confirmed with the Carrier. Audits must cover customer services and ramp operations.
- Conduct weekly flight file checks and checks of flight file management and supervision. Ensure actions to address issues and trends are identified and implemented. Provide reports to the Carrier to confirm findings and actions.
- Ensure all ground crew engaged in the handling of the Carrier’s product have been given comprehensive training in their duties and that training records are documented and maintained, including required refresher training.
- Facilitate and support the Carrier’s compliance monitoring audits. Manage any resulting non-conformities through to closure in liaison with local Handling Company’s management teams.
- Maintain statistics and monitor all aspects of operational performance for the Carrier’s product. E.g., airport operations related delays, turn-around times, versus target scheduled times, excess baggage collection, immigration refusals, baggage