We are looking for a dedicated and talented Service Delivery Manager to join our team at London Heathrow. The Service Delivery Manager objectives are to ensure we are engaging with our customer, understanding their requirements, ensuring that we are measuring their performance effectively and keep communicating regularly with periodic formal reviews to ensure a healthy relationship is maintained. It is also the responsibility to identify areas for improvement within the business that will deliver improved delivery for our customers. A problem solver, but also looking to steer the business units for longer term corrective actions and ensuring best practices are adopted. Salary for this role is competitive. Your main responsibilities on a day to day basis will be:- General Ensure regular and proactive contact with customer base to ensure any service issues can be supported and problems rectified. Identify non-performance issues for customers and provide solutions with the local/regional WFS teams to ensure the performance is improved and can be measured as such. Support strategic development of common standards including IT development, customer specific requests, reporting capability and corrective action and CAPA reporting to ensure service delivery is as effective as possible. Customer Reports and Reviews Producing reports for the weekly, monthly and quarterly reviews for customers. Follow up with departments on negative trends, outstanding issues and performance issues including Operations Director/Managing Director. Establish underlying issues and identify corrective actions are robust and measurable for performance. Share best practice in regional forums so all stations/ countries can adopt. Manage, assess and implement measurable processes against customer SLAs and identify to the commercial team, high level non-measurable items and risk items for penalties/SLA default. Customer Issues and Standardisation Address individual issues and irregularities from customers on a case-by-case basis. Ensure where possible that all SLA commitments are measurable, and system supported to ensure automatic overview is possible. Lead projects and change management programs in service delivery area. Ensure any technological developments from customers reported internally to ensure we work towards and maintain a leading-edge approach. Operational Oversight Ensure the operations teams are providing the service requirements needed and produce formal reports on performance/non-performance. Identify, introduce and oversee robust procedures/ SOPs to ensure customer services are protected. Identify inbound flight issues/errors and a systemic way of reporting them - FFM discrepancies, damaged cargo, short shipments, over carried, etc. Ensure ULD stocks are maintained and identify risks/imbalances or other ULD issues (overstock, agents taking too long to return, lost to trucking/baggage etc). The above is not intended to be an exhaustive list of all duties and responsibilities required. Other duties may be assigned. To be successful in this role you will need:- Experience as an airline/handling manager at a regional/global level. Good airline industry experience. Knowledge of procedures and manuals management. Cargo/handling experience though not essential. Experience in risk management and/or change management. Proficiency in Microsoft Excel is a must have. Knowledge of Power BI preferable. Strong critical thinking and problem solving. Excellent decision-making and leadership capabilities. Conflict resolution experience. Good adaptability skills. Please note that if you are offered this position, you will be subject to a background check including a criminal record check, 5 year employment history and a drug & alcohol test. Our Values Safety Always look out for our own and each other's safety. Proactively identify safety risks, hazards and unsafe behaviours promptly and courageously. Comply with all relevant safety regulations and standards at all times. Learn from mistakes and share that learning. Customer Focus Delight customers by actively anticipating their needs, concerns and preferences. Offer alternative "yes" solutions to "no" situations. Deliver service excellence and always aim to exceed customer expectations. Respect Appreciate everyone's background, cultural values and opinions at all times. Actively listen and understand other's intent and point of view, especially during disagreements. Build trusting relationships, demonstrate empathy and care for others. Excellence Always do the right thing. Do it right the first time. Demonstrate extreme ownership: See it, Own it, Solve it. Adopt a growth mindset: keep learning, stay agile, be resilient. Set high expectations, embrace innovation and practice continuous improvement. Teamwork Prioritise SATS Group's interests over one's own and department needs. Proactively share resources, ideas and information constructively. Build on each other's strengths and ideas to achieve win-win outcomes.