Service Delivery Manager

2 days ago

Ottawa, Canada GAT Full time

The Service Delivery Manager provides leadership, direction, and support to our above and below wing teams and will be responsible to motivate, coach and mentor them.

Primary Job Functions

**The primary duties of the Service Delivery Manager include**:

- Drive the ongoing development of our relationship with Flair Airlines, working closely with their operational delivery team to build an aligned, one team approach.
- Oversee and monitor the Flair Airlines operation to ensure we are working in compliance with their required standards, policies, and procedures in all areas. This includes driving change to implement all new developments and initiatives the airline introduces.
- Focus on known problems areas and introduce initiatives to improve performance and compliance in these areas.
- Consistently monitor operational performance against all the measures relating to our contract, with specific focus on Service Level Agreements and ensuring consistent delivery against the measures.
- Investigate and respond to incidents resulting in safety reporting and customer complaints. Ensure follow up actions are implemented to prevent recurrence. Identify trends and take preventative and corrective action.
- Conduct internal audit checks. Ensure actions to address issues and trends are identified and implemented. Provide regular reports to our airline partner Flair Airlines to confirm findings and actions.
- 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 team members engaged in handling Flair Airlines have received comprehensive training in their duties and that training records are documented and maintained.
- Maintain statistics and monitor all aspects of operational performance for the Flair Airlines product including airport operations related delays, turnround times, excess baggage collection, immigration refusals, baggage performance, safety reports and audit findings.
- Monitor and check data and payment information relating to contractual bonus/malus initiatives.

Experience, Skills, and Abilities
- Previous experience working in an airport operational environment is preferred.
- Highly motivated and organized with the ability to work under pressure.
- Ability to collaborate with multiple stakeholders to deliver results and build strategic working relationships.
- Able to multi-task and prioritize in a fast paced, time focused operation.
- Confident decision maker who can work on own initiative to drive change.
- Solution focused and willing to challenge the status quo to achieve the required outcomes.
- Experience of building and inspiring teams.
- Existing knowledge of the Flair Airlines operation and a passion for the brand is a plus.

CAHPIND

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