Service Delivery Manager, Passenger Services

Sydney International Airport NSW 2020

We are looking for a Service Delivery Manager to join our Sydney Passenger Services Department for 12 months!

dnata is one of the world's leading ground services providers. We're looking for a motivated, hands-on operational leader to join our Sydney Passenger Services team as a Service Delivery Manager.

About The Role

The Service Delivery Manager is a senior operational leader within Passenger Services, responsible for the leadership and performance of the shift — stepping in to resolve issues as they arise and keeping the operation running to standard. The role carries senior delegated authority outside of core business hours. Safety comes first, and the Service Delivery Manager sets that standard through how they lead, not just what they enforce.

Alongside shift leadership, each Service Delivery Manager owns a dedicated portfolio — leading improvement projects and strategic initiatives across areas like staff engagement, customer experience, process improvement, or communications.

What You'll Be Doing

• Leading the shift, resolving operational issues as the senior point of escalation
• Holding senior delegated authority outside of core business hours
• Championing a safety-first culture — leading safety observations, taking corrective action on hazards, and holding the team accountable to dnata's safety standards
• Managing airline client relationships day-to-day — SLA conversations, complaint resolution, and client meeting attendance
• Reviewing shift performance, flight/delay reporting, and labour deployment decisions
• Coaching and developing supervisor capability through observation and structured feedback
• Building a motivated & engaged team culture
• Owning a portfolio project that drives improvement across Passenger Services

What You'll Bring

• Demonstrated experience in airline ground handling, passenger services, or aviation operations at supervisory or management level
• Proven ability to lead and hold accountable a team of supervisors in a high-volume, shift-based environment
• Sound knowledge of aviation safety, security, and compliance requirements
• Experience managing airline client relationships against SLA commitments
• Strong decision-making under pressure, particularly during IROPS
• Familiarity with multi-airline ground handling environments (desirable)

What We Offer

• Opportunity to work for a global aviation company
• Great team environment with extensive training and support
• On-site parking (paid by dnata)
• 5 weeks annual leave
• Competitive salary