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Service Delivery Manager - Arabian Adventures Job at Emirates Group Dubai, United Arab Emirates

The Service Delivery Manager will manage and lead a high-performing team to deliver Arabian Adventures local excursions and experiences. In this role you will establish and guide operational processes focused on employee and customer safety, maintaining cost efficiency and delivering extraordinary levels of customer service. Additionally, you will contribute to the overall Arabian Adventures strategy and targets for revenue growth, profitability and market share.

Key Responsibilities

  • Identify, develop and drive the long term (2-3 year) plan for the Service Delivery department. Ensure alignment between department strategy and initiatives, Arabian Adventures strategy, and dnata Travel strategy.
  • Develop Business Continuity Plans including emergency response plans and disruption plans in line with guidance from dnata central functions.
  • In conjunction with the Business Support Manager, identify, source and implement appropriate automation and technological solutions for efficient and effective operational delivery within the Service Delivery department. Continually explore opportunities for system enhancements to improve the customer experience and enhance productivity,
  • Maintain effective working relationships with key representatives of local authorities, government officials and suppliers, in order to facilitate smooth operations and special projects/events.
  • Implement, monitor and ensure compliance with safety systems and procedures set in coordination with dnata Safety Department and dnata Safety Management System,
  • Oversee the maintenance and upkeep of facilities and construction of infrastructure, whilst ensuring due process was followed through the P&L process. Ensure that product delivery is in-line with supplier and business case presentations whilst ensuing that the highest quality and safety standards are met.
  • Directly accountable for operating budget of the Service Delivery department, as well as for the budgeting and effective utilisation of overhead expenses, manpower resources and capital expenditure,
  • Manage the day-to-day operations of the Service Delivery department ensuring the highest possible service and safety standards for both customers and staff, in order to maintain and enhance AAs reputation as a leading Destination Management Company (DMC),
  • Ensure operational excellence and service in the Service Delivery department, by implementation of operating procedures, health & safety guidelines, service standards,
  • Adhere to dnata Travel and Emirates Group governance standards, identify, develop and implement required standards relevant for the Service Delivery department.

Qualifications & Experience

  • Bachelor or Masters degree with a focus in Business Management, Operations Management, Tourism or Hospitality
  • At least 8 years of work experience in a service delivery or operations management function in a travel, tourism or leisure company.
  • At least 5 years experience at managerial level, managing a large operational team.
  • Experienced leader of people in a multinational/multicultural environment.
  • In depth knowledge of the functioning of a service delivery department within a DMC, prior experience in the UAE is preferred.
  • A proven track record of implementing initiatives to improve operational service outcomes and operational efficiency in a service delivery environment.
  • A proven capability to organise, distribute and complete work within a multinational and multicultural environment
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