The Service Delivery Manager is responsible for managing the airport operation on a shift basis ensuring that service delivery conforms to regulatory, operational, safety and customer service standards within a cost-effective environment.
Duties and Responsibilities Lead safety management on a shift basis and ensures a culture of safety. Undertakes timely investigations of incidents, accident and near misses ensuring that all facts and contributing causes are identified and communicated to line management and the Manager Safety & Health. Investigations must include short term & long-term actions / recommendations for the reduction or elimination of the identified risk/sProactively manage the department’s resources (staff & equipment), to ensure that service levels are delivered to customers that meet both internal and external KPIs and Service Level Agreements (SLAs) while ensuring that Standard Operating Procedures (SOPs) are adhered toIdentify and manage problem areas within the operation, deploying resources as required to meet service delivery targets, whilst ensuring that safety and security is not compromised, and that costs are maintained at acceptable levelsEnsure that airline customers are provided with a ‘highly visible’ point-of-contact, and that all service feedback is acknowledged and /or investigated and responded.. Where the incident is indicative of a reoccurring service failure, provides workable solutions to line management for longer term resolutionThrough a ‘hands on’ visible approach, ensure that staff welfare and interests are understood and appropriately addressed. Provide ‘on the job’ coaching and leadership to operational teams to ensure performance improvementIn conjunction and coordination with Resource Allocators and Supervisors, ensure a clear understanding of the cost of shift operations. Balance operational requirements with overtime (OT) costs to ensure that overtime targets and other financial KPIs are met. Provide direction for, and oversight of, all revenue generating activities on shift to ensure that records of services rendered and support accurate billingConduct quality audits on a shift basis to ensure compliance with KPIs, SLAs, SOPs, uniform & grooming standards. Responsible for providing feedback and recommendations to staff on-the-spot, as well as updates to line managementDevelop and maintain positive working relationship and open communication with internal dnata divisions, departments and business units, and external partners, including, but not limited to; Civil Aviation Authority of Singapore (CAAS), Changi Airport Group (CAG), Airport Police, Immigration, Customs, Auxiliary Police, and outsourced service providersIn a crisis, ensure that the Ramp & Baggage Services Department immediately activates its portion of the dnata Crisis Management PlanEnsure compliance with all workplace safety, security, and health policies and procedures.Any ad hoc tasks assigned by the Reporting Officer or management.
Requirements Minimum Diploma from a recognised tertiary institution or a related field.Minimum 4 years of relevant experience in ground handling or aviation operations.Valid LTA Class 3 Driving Licence and Class 3 Airside Driving Permit (ADP).Demonstrated leadership and people management capabilities.Strong proficiency in Microsoft Office applications, particularly Excel; experience with data visualisation and reporting tools (e.g., Power BI) is an added advantage.
Job PurposeTo support all material planning activities to ensure parts & material availability to turnaround all assets maintained by variousTechnical Services sections with minimal downtime.To ensure all planned job plans are updated with material requirements allowing parts forecasting and calculating planned maintenance costs. These jobs include preventive maintenance, refurbishment and all other planned jobs.To ensure Bill of Material (BOM) is updated and maintained.To ensure tracking all work orders in awaiting for parts status and coordinate with relevant internal & external stakeholders to expedite parts delivery
AccountabilitiesPlanEnsure that material, spare parts and support equipment required for maintenance activities in relevant dnata Technical
ExecuteIn conjunction with P&L, establish and reset reorder levels in order to support future demand and plans.Manage refurbishment parts delivery and ensure parts availability in accordance to refurbishment plan.Provide review of Inventory Levels and parameters in support of recommendations.Investigate and identify alternate and/or interchangeable part numbers based on OEM part numbers and part specifications so as to ensure the correctness of data and to avoid duplication of inventory.Provide an update on the status of pending parts requisitions on a daily basis, and liaise with respective P&L team and stakeholder to take required action.Coordinate with Engineering, Planning, P&L counterpart, OEM/Vendors/suppliers and Workshops to resolve queries related to parts and avoid shortages and unavailability of parts.Identify repeated non-stock parts and convert to inventory stock to ensure sufficient stocks are available in inventory to prevent equipment grounded and uninterrupted service in operations.Produce reports in support of Materials Planning activity and check progress of the parts delays and deliveries.Liaise with other sections of the dTS to ensure that all plans, processes and procedures are aligned to allow dTS to meet its departmental KPIsFollows all relevant departmental policies, processes, standard operating procedures and instructions so that work is carried
ExperienceAirport Operations
Knowledge:Bachelor Degree or Diploma in Engineering/ Mechanical/ Electrical/ Automotive ExperienceBachelor Degree Holder with 2-3 years of experience in the field of maintenance/material management/inventory control in Ground Handling/ Air Cargo Handling/Automotive/ Manufacturing, Automobile IndustriesOR Diploma Holder with 4-6 years of experience in the field of maintenance/material management/inventory control in Ground Handling/ / Air Cargo Handling/Automotive/ Manufacturing, Automobile Industries
Knowledge / SkillsKnowledge and experience in a maintenance management system especially Material/Inventory ManagementEnglish Level 5IT and Computer LiteracySafety AwarenessKnowledge of GSE/CARGO parts and inventory controlProficient Communication Skills
Summary The Resource Optimisation Manager is responsible for maximizing the utilization of available resources through the provision of medium-term tactical planning and dynamic deployment.
Duties and Responsibilities Provide an independent view regarding the most effective utilization of all resources. Support the allocation of resources in through Medium and short-term planning. Guide, direct and support Resource Planners and Allocators to effectively resource shifts on a 24/7 basis through three distinct phases: Pre-planning - considering the expected demands, schedules, and roster resources pre-plan the allocation of tasks 24-72 hours in advance of the shift Shift-planning - during the shift prior and/or at the start of the appropriate shift, considering the actual availability of resources (Manpower, Equipment, and Facilities), re-check the pre-plan and undertake the detailed allocation of all resources ensuring that allocation is undertaken according to load Real-time - considering the availability of resources and the dynamic operational environment, undertake all aspects of the real-time allocation of resources in-line with the actual loads Improve operational efficiency and productivity by utilizing specialist knowledge of the decision support systems including but not limited to Resource Management System (RMS), Real-Time Control (RTC), Multi-Access Check-in System (MACS) and other dnata or third-part Management Information Systems (MIS). Actively work with the Duty Managers and Resource Allocators by providing expert advice, input, and direction in order to respond to dynamic changes during rostering including but not limited to annual leave planning, long term workplace injuries or sickness. Effectively communicate the rostering plan to the appropriate staff, seeking input and review to ensure that front-line staff inputs are reviewed and accounted for in the continual improvement of rostering coverage. Monitor the effectiveness of the rosters and compile automated or manual reports that demonstrate over-coverage or under-coverage on a weekly / monthly basis. Provide the Manager, Resource Planning & Business Improvement, with strategic analysis on “what-if” scenarios by finding efficiency-increasing ways to roster staff. Preview and review the allocation of resources and interfere where necessary Ensure compliance with all workplace safety, security, and health policies and procedures Prepare and review budget submissions for manpower and ground equipments Perform any ad-hoc duties as assigned by the reporting manager or department head
Requirements Minimum Degree or Diploma from a recognized tertiary institution with a minimum 6 years of experience in a planning / resource management role Preferably with 4 years of supervisory experience Previous experience with an airline, airport, MRO or ground handling company a distinct advantage Must have excellent analytical skills and planning skills for Rostering, Over Time Planning and Leave administration.
SummaryThe Purchasing Executive role is supporting the procurement process by assisting with sourcing suppliers, managing purchase orders, and ensuring timely delivery of goods and services. This role is primarily responsible for the procurement of food-related categories, building strong alliances with key suppliers, negotiating best value and delivering improved outcomes for the business, whilst at all times maintaining the integrity of the service.
Duties and ResponsibilitiesWork with business stakeholders to procure products & services at the budgeted/target price pointNegotiate the best deal for pricing and supply contractsEnsure that the products and supplies are fit for purposeSetup product SKU information into relevant systems to facilitate stakeholder purchase requisitionsEnsure suppliers’ timely delivery of goodsManage complaints & problems arising from purchasing services and resolve themCreate and maintain good relationships with vendors/suppliersTake on board product feedback from stakeholders and assist in its resolutionExplore potential sources of supply and identify suitable substitutes or alternative sources of supply for urgent requests and future requirementMake professional decisions in a fast-paced environmentMaintain records of purchases, pricing, and other important dataReview and analyse vendors, supply, and price optionsMaintain and update list of suppliers and their qualifications, delivery times, and potential future developmentWork with team members and HOD Supply Chain to complete duties as neededEnsure compliance with all workplace safety, security, and health policies and procedureHave complete understanding of and adhere to dnata catering policies and proceduresProvide a strategic, efficient and flexible procurement service which will deliver optimum value for money, cost savings and best quality of servicePerform any ad-hoc duties as assigned by the reporting manager or department head
RequirementsWork as one team to a common goal across the business with stakeholdersExcellent time management with the ability to prioritise high workloadEffective communication and ability to articulate informationDemonstrated experience in competitive tender processesExperience working in the airline and or catering industry preferredAbility to adapt, develop and maintain internal & external relationshipsDemonstrated understanding of Procure to Pay processes, policies and systemsAbility to build rapport with team members across the company hierarchyStrong computer skills, including Microsoft office suite with Outlook, Word and MS TeamsAdvanced Excel – build base data tables and use it to create pivot tables, graphs; utilize formulasConfident approach and ability to work with minimal supervisionExperience working in the airline and/or catering industry preferredExperience working with SAP, Scanmarket, SuplariBasic PowerBi skills to use PowerBi to understand data and update viewsDemonstrated experience in RFx processes
The Customer Service Manager is responsible for leading end-to-end airport customer service operations, ensuring excellence in service delivery and operational efficiency.This role serves as the primary liaison between airline partners, stakeholders, and operational teams, driving performance through effective KPI management, service monitoring, and real-time issue resolution.The incumbent provides leadership across frontline and support functions, ensuring compliance with safety, security, and quality standards, while championing continuous improvement and strategic initiatives to enhance overall customer experience and operational effectiveness.
Key ResponsibilitiesOperationsDevelop and execute operational plans to ensure seamless customer service delivery across all touchpoints.Anticipate potential disruptions and implement contingency measures to minimize operational risks and customer impact.Manage deployment of Duty Managers and frontline staff across terminals, ensuring optimal resource allocation aligned with SLAs.Oversee ground handling systems and technology to support operational efficiency.Monitor real-time operations (e.g., DOCC) and adjust plans to maintain service continuity.Drive continuous improvement initiatives to enhance service standards and operational performance.Oversee day-to-day operations, ensuring productivity, service quality, and compliance with established standards.Manage workforce planning, including rostering, shift scheduling, overtime control, and cost optimization.Lead, mentor, and develop Duty Managers to foster a high-performance and accountable culture.Conduct regular performance reviews, recognizing achievements and addressing development needs.Represent the organization in operational meetings to ensure alignment and cross-functional collaboration.Support FunctionsCollaborate with cross-functional teams (HR, IT, Training, Facilities) to drive service improvements and operational alignment.Establish and monitor KPIs to support performance management, accountability, and data-driven decision-making.Lead the implementation of systems, technologies, and LEAN initiatives to improve efficiency and service quality.Oversee risk management processes, ensuring risks are identified, documented, and mitigated effectively.Ensure compliance with safety, security, and regulatory requirements through regular audits and inspections.Drive departmental projects and initiatives, ensuring timely execution and alignment with organizational objectives.Lead performance management processes, including coaching, engagement initiatives, and disciplinary actions where required.Partner with HR on recruitment, talent development, and employee engagement initiatives.Oversee training strategies, SOP development, and continuous learning programs to maintain high service standards.Monitor departmental performance, provide insights through reporting, and recommend improvement initiatives.Collaborate with workforce planning and business units to optimize manpower utilization and operational effectiveness.
Airline Partners & Performance ManagementAct as the primary liaison between airline partners and station operations, ensuring effective communication and alignment.Manage airline communications, providing timely updates on operational performance, disruptions, and service matters.Oversee case management of service incidents and complaints, including investigation, resolution, and follow-up.Monitor and track operational KPIs, ensuring compliance with airline SLAs and company performance targets.Prepare and present performance reports, dashboards, and GEOM submissions accurately and on time.Conduct trend analysis to identify root causes of operational issues and implement corrective actions.Drive customer feedback management systems to enhance service quality and prevent recurrence of issues.Build and maintain strong relationships with airline partners, airport authorities, and internal stakeholders.Represent the organization in operational meetings and briefings to ensure collaboration and alignment.Manage escalated customer service issues, ensuring prompt and effective resolution.Support team performance through regular feedback, reviews, and recognition initiatives.
Qualifications & ExperienceBachelor’s degree in Aviation Management, Business Administration, or a related discipline (preferred).5–8 years of experience in airport operations, ground handling, or airline customer service management.Proven track record in leading customer service teams within a fast-paced operational environment.Strong understanding of airport operations and ground handling processes.Excellent communication and stakeholder management capabilities.
Skills & CompetenciesStrong stakeholder and relationship management skills.Ability to manage multiple priorities in a dynamic, fast-paced environment.High attention to detail, particularly in reporting and operational analysis.Strong project management and continuous improvement mindset.Demonstrated leadership and team management capabilities.Effective crisis management and problem-solving skills.Ability to perform under pressure and make timely decisions.Excellent interpersonal and communication skills.Proficiency in Microsoft Office applications.Flexibility to work shifts, including weekends and public holidays.
Position Overview:The Training Manager will lead the design, development, and execution of the organization’s learning and development (L&D) initiatives. This role involves managing a team of training professionals, implementing innovative learning strategies, and driving measurable performance improvements across the organization. The ideal candidate is a strategic thinker, skilled people manager, and results-driven L&D professional who can align training programs with business objectives.
Key Responsibilities:1. People Management & LeadershipLead, mentor, and develop a high-performing training team, fostering a culture of continuous learning.Set clear performance expectations, conduct regular performance reviews, and create individual development plans for team members.Build cross-functional relationships to understand training needs and drive engagement across departments.2. Learning & Development StrategyDevelop and implement L&D strategies aligned with organizational goals and employee development needs.Identify skill gaps and create targeted learning interventions, including classroom, virtual, and on-the-job training.Evaluate the effectiveness of training programs through feedback, assessments, and ROI analysis.Stay updated with L&D trends, tools, and technologies to continuously enhance learning initiatives.3. Training Program Design & DeliveryOversee the design, development, and delivery of training programs for various levels within the organization.Collaborate with subject matter experts to create relevant, engaging, and effective learning content.Ensure training materials and resources meet quality standards and support diverse learning needs.4. KPI Setting & Performance MeasurementDefine KPIs for training programs (e.g., training completion rates, post-training assessment scores, employee engagement scores, performance improvement metrics).Track and report on training effectiveness, business impact, and team performance.Use data-driven insights to continuously improve L&D initiatives and team efficiency.5. Stakeholder ManagementPartner with business leaders and HR teams to identify organizational learning needs.Advise management on talent development strategies and succession planning.Communicate L&D strategy, program updates, and results to senior leadership.
Requirements:Diploma or any relevant certification in Human Resources, Business Administration, Education, or related field.Minimum 5–8 years of experience in training, learning & development, or organizational development; 2+ years in a leadership role preferred.Strong people management and coaching skills with the ability to inspire and develop a team.Experience in designing and implementing L&D strategies and learning programs.Knowledge of learning technologies, instructional design, and modern training methodologies.Strong analytical skills to define KPIs, track performance, and measure training ROI.Excellent communication, interpersonal, and stakeholder management skills.Ability to manage multiple projects and prioritize in a fast-paced environment.
SummaryThis role serves as a key coordination support to leadership, ensuring smooth day-to-day operations through managing schedules, travel, expenses, and assisting in project tracking and stakeholder follow-ups.
Duties and Responsibilities1. Executive SupportProvide day-to-day administrative support to the Managing Director, including scheduling meetings and coordinating logisticsAssist in preparing meeting materials and taking notes, ensuring action items are documented and followed upSupport handling of confidential documents and maintain proper filing of contracts and records2. Project Coordination Support (PMO)Assist in tracking project timelines, milestones, and deliverables across different teamsMaintain and update project trackers, status reports, and documentationSupport coordination of project meetings, including scheduling, preparing materials, and capturing meeting minutesFollow up with stakeholders on action items and updates to ensure timely progressEscalate any delays or issues to the reporting manager where needed3. Travel & Logistics CoordinationCoordinate travel arrangements including flights, accommodation, and transport for leadership team membersSupport preparation of travel itineraries and ensure alignment with meeting schedulesAssist in handling changes to travel plans and resolving basic travel-related issues4. Expense & Administrative SupportProcess and review expense claims to ensure completeness and compliance with company policiesSupport reconciliation of corporate card statements and follow up on discrepanciesCoordinate with Finance team on submission and tracking of expense reports5. Visitor & Meeting CoordinationAssist in arranging logistics for visitors, including meeting rooms, access passes, and basic hospitalityCoordinate with internal teams (e.g. security, IT, facilities) to ensure smooth visitor accessMaintain visitor records and support compliance with internal procedures6. General Administrative SupportProvide administrative and coordination support across different functions as requiredAssist in maintaining documentation, templates, and filing systemsSupport process improvements by highlighting inefficiencies or gaps in current workflows
RequirementsMinimum 1-2 years of experience in executive support, administrative coordination, or similar rolePrevious experience supporting C-level executives preferredProficient in Microsoft Office (Word, Excel, Outlook)Organized and detail-orientedAble to work independently and as part of a teamAble to handle sensitive and confidential information appropriatelyGood communication and interpersonal skillsFlexibility to adapt to changing priorities and work under pressure
