Service Delivery Manager – Cargo EMEAA

Service Delivery Manager – Cargo EMEAA Department: Corporate Employment Type: Permanent - Full Time Location: London Heathrow Description Customer Engagement & Performance · Maintain regular and proactive contact with key customers to address service issues and strengthen relationships. · Produce and present monthly and quarterly performance reports, ensuring transparency and accountability. · Conduct customer reviews, track corrective actions, and ensure measurable improvements against SLAs. · Act as a point of escalation for customer concerns, ensuring timely resolution and communication. · Customer SLA measurements and gap analysis on remaining item. Regional Oversight & Standardisation · Support the SVP Service Delivery by consolidating regional performance data, preparing executive briefings, and representing the SVP in designated forums when required. · Drive alignment of service delivery standards across stations, promoting consistency and best practice adoption. · Lead regional projects and change management initiatives to enhance service delivery capabilities. · Ensure compliance with Cargo IQ performance standards and maintain accurate SLA tracking. Reporting & Analysis · Develop and implement system-supported processes to automate monitoring and reporting. · Identify risks, non-performance issues, and opportunities for improvement, providing actionable insights to senior leadership. · Ensure CAPA (Corrective and Preventive Action) reports are robust, measurable, and implemented effectively. Projects and key initiatives · Drive and coordinate the department projects to completion. · Drive station performance on process adherence and customer performance issues. · Ensure station performance is challenged in the business with Ops and Station Management. Strategic Support to SVP Service Delivery · Prepare executive-level reports, dashboards, and presentations for customer and board-level meetings. · Coordinate regional initiatives and provide analytical support to inform strategic decision-making. · Act as delegate for the SVP in operational reviews and customer forums when required. Key Responsibilities · Trend reporting and corrective actions. · Contact point for designated key accounts. · Identify ‘best practice’ and look to implement across all stations. · Update key stakeholders with regular progress. · Identify and implement process maps that can be implemented at other stations. · Share information of risks for customers and also ‘best practice’. · Adopt system based solutions to help automate measuring and monitoring capabilities. · Ensuring standardize reporting and data capture for your responsible stations and customers. · Customer satisfaction and SLA compliance. · Timeliness and quality of monthly/quarterly reporting. · Effectiveness of corrective actions and trend management. · Adoption of best practices across stations. · Quality of executive support provided to SVP Service Delivery. · Implementation of system-based monitoring and reporting solutions. Skills, Knowledge and Expertise · Proven experience as an airline or handling manager at regional/global level. · Strong background in airline industry operations, procedures, and manuals management. · Knowledge of risk management, change management, and service delivery tools. · Cargo/handling experience preferred but not essential. · Proficiency in Microsoft Office and reporting tools. · Critical thinking, problem-solving, and decision-making skills. · Strong leadership, adaptability, and conflict resolution capabilities. · Excellent communication and stakeholder management skills, including executive-level reporting.