Service Delivery Manager

Job Purpose

dnata is more than a global air and travel services provider. We connect people with possibilities and opportunities across 130+ airports in 34 countries through ground handling, cargo, travel, and catering & retail services. Our purpose is clear: to deliver on the promises our customers make. We are powered by a bold vision to be the world’s most admired air and travel services provider, which guides our strategy, culture, and every role across our teams. Our core values fuel everything we do: we are safe, we play to win, we respect everyone and work together as a team, and we are future thinking. At dnata, we foster diversity, nurture ambition, and celebrate achievement. If you're inspired by purpose and motivated to be part of a global team shaping the future of aviation and travel, we’d love to have you onboard.

As a Service Delivery Manager-Turnaround, you will play a critical role in leading and delivering safe, efficient, and on‑time aircraft turnaround operations across a large, complex, multi‑terminal environment. You will have end‑to‑end accountability for live operational performance, overseeing multiple business units and a diverse frontline workforce operating across hub and foreign carrier operations.

Working in a fast‑paced, safety‑critical setting, you will make real‑time decisions to resolve operational challenges, manage service recovery, and maintain continuity during disruption. You will lead with calm authority, strong interpersonal presence, and sound judgement, enabling teams to perform at their best while consistently meeting customer, safety, and regulatory expectations. Your leadership will foster a collaborative, high‑performance culture focused on safety, accountability, and operational excellence. This is a safety sensitive role.

In This Role You Will

• Lead end‑to‑end aircraft turnaround operations across a complex, multi‑terminal, multi‑airline environment, ensuring safe, efficient, and on‑time performance.
• Take on‑shift ownership of live operations, making timely, risk‑based decisions to manage disruption, recovery, and service continuity.
• Plan and coordinate shift activities, including resourcing, readiness, and structured handovers across large, dynamic operations.
• Lead, guide, and influence large frontline teams, ensuring compliance with safety, regulatory, and operational standards.
• Act as the primary operational point of contact, building strong relationships with internal stakeholders, outsourced partners, and airline customers.
• Lead contingency and recovery procedures, investigate incidents or complaints, and drive continuous improvement through clear reporting and follow‑up.
• Model calm, professional leadership under pressure, supporting a positive customer and colleague experience.

Qualification

• Bachelor’s degree or Diploma in business administration, aviation, ground handling, or customer service.
• A minimum of 6 years of experience in aviation, ground handling, or customer service
• UAE driving licence.
• Strong understanding of airline customer service products and airport‑specific requirements.
• Good knowledge of industry regulations relevant to the assigned operational area.
• Strong familiarity with aviation terminology.
• Advanced capabilities in customer management, planning, communication, writing, and quality orientation.
• High level of safety awareness and the ability to reinforce safety culture across teams.
• Proven leadership skills with the ability to guide and motivate frontline staff.
• Understanding of budget and cost‑control principles.
• Proficiency in IT systems and general computer literacy.You will have an edge if you have:

• You have demonstrated experience leading large, operationally complex teams in a live, safety‑critical environment, with accountability for real‑time decision‑making and service continuity.
• You have proven exposure to end‑to‑end aircraft turnaround or live airport operations within a multi‑terminal, multi‑airline, or hub‑carrier environment.
• You bring strong operational leadership maturity, remaining calm under pressure and exercising sound judgement during disruption.
• You are comfortable managing diverse stakeholder groups across multiple operational business units simultaneously.
• You have experience contributing to operational recovery, performance improvement, or efficiency initiatives in complex environments.
• You are confident using operational systems, dashboards, or data to support live decision‑making.At dnata, part of Emirates Group, we’re committed to providing our employees with opportunities to grow and develop in their careers. So if you’re looking for a challenging and rewarding opportunity, apply today and join our team!

Recruitment Process and Timeline

dnata is part of Emirates Group, an international organisation with employees from over 170 nationalities, we encourage applications from across the globe. Your application journey begins by applying via the Emirates Group Careers website. Please ensure your CV is up to date for our talent acquisition team to review your profile. If you meet the criteria of the role, you will then be invited to complete a HireVue video interview, to share more about your product experience and your career aspirations. If you are shortlisted you will then be invited to interview with our hiring managers. If you are successful, your recruiter will reach out to you with an offer and then our Onboarding team will ensure a smooth transition to your new role at Emirates Group

Salary & benefits

Join us in Dubai and enjoy an attractive tax-free salary and travel benefits that are exclusive to our industry, including discounts on flights and hotels stays around the world. You can find out more information about our employee benefits in the Working Here section of our website www.emirates.com/careers. Further information on what’s it like to live and work in our cosmopolitan home city, can be found in the Dubai Lifestyle section.