Service Delivery Manager

Overview

In this role you support the Jet2 contract by ensuring high-performance service delivery within SLA, upholding safety and good working practices. You work with the Station Management Team to meet customer expectations and protect financial performance, building strong relationships with customers, airport authorities and internal teams. You monitor performance, lead meetings, and contribute to local policy development, while coaching staff and managing disruptions. The role offers visibility across departments and opportunities to drive service excellence and recognition.

Responsibilities

• Ensure service delivery standards meet or exceed customer expectations within commercial agreements
• Establish and nurture relationships with customers, airport authorities and internal stakeholders to exploit commercial opportunities
• Act as main liaison for customer airlines on service delivery and route queries
• Monitor performance against standards and implement corrective actions; conduct SMART audits regularly
• Lead or participate in meetings with customer airlines and airport; produce meeting minutes/reports
• Contribute to local policy and procedure development to improve efficiency, safety, and people management
• Manage customer expectations during operational challenges and develop contingency plans
• Support management in handling disruptions from off-schedule activity
• Be a visible, hands-on member of the Station Management Team; observe operations and reward performance
• Provide coaching and performance management support to staff to deliver service excellence
• Weekend Station Management cover on a roster basis

Key requirements

• Extensive knowledge and experience of Ramp, Baggage Make up and Aircraft Presentation practices
• Excellent leadership, communication and management skills
• Ability to deliver against key performance targets
• Excellent organisational and time management skills
• Knowledge of Microsoft Packages (Word, Excel, Outlook)
• Ability to develop excellent working relationships with internal customers, Suppliers, Airport Authorities and Airline Customers
• Stakeholder management and cross-functional collaboration

• Relationship building
• Communication skills
• Leadership and coaching
• Ramp operations knowledge
• Baggage make-up and aircraft presentation practices
• Microsoft Word

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