Lufthansa Group Service Delivery Manager

London, England, United Kingdom

12/6/2024

The Lufthansa Group Service Delivery Manager is a key operational leadership position within Swissport UK&I Station Structures reporting to the Swissport Station Manager and will be responsible for the operational delivery of all aspects of the Lufthansa Group business on station.

In this role you will be responsible for the day-to-day delivery of the Lufthansa Group product and will be benchmarked against the Swissport Leadership Competencies of Leading and Facilitating Change, Applying Commercial Acumen, Coaching and Developing Others, Making Decisions, Managing Performance for Success and Executing and Getting Results.

You will hold financial and operational responsibility for your area and ensure safe, profitable, high quality performance in accordance with customer expectations, corporate objectives, strategy and plans. You will be responsible for the stringent management of revenue and for providing leadership and guidance to staff across a diverse workforce.

Responsibilities

Safety Leadership

• Ensure employees follow company rules, procedures, and Health and Safety guidelines.
• Support consistent implementation of people management practices across the airport.
• Assist in monitoring the local emergency plan and Business Continuity Plan (BCP).
• Promote a safe work environment by participating in workplace assessments and reviews.
  
  

Financial Oversight

• Assist in preparing the annual operating budget for Station Manager approval.
• Monitor financial and operational data to identify trends and opportunities for improvement.
• Contribute to achieving financial and operational targets through analysis and reporting.
  
  

Leadership and Stakeholder Management

• Foster collaboration and effective communication among unit Heads and supervisors.
• Support leadership initiatives to maintain a positive work environment.
• Provide guidance to resolve conflicts and address irregularities as needed.
• Participate in people development by mentoring and coaching team members.
• Encourage employee engagement to support retention and build a strong workplace culture.
• Build positive relationships with trade unions and promote open communication.
  
  

Operational Efficiency and Service Quality

• Assist with resource planning (manpower, equipment) in collaboration with planning teams.
• Support station management in coordinating operations to ensure resource availability.
• Track and report on KPIs such as customer service and operational performance.
• Respond to and address complaints effectively.
• Ensure administrative policies and procedures are consistently applied.
  
  

Business Development

• Identify opportunities to enhance business performance and support growth.
• Assist in maintaining and strengthening customer relationships at an operational level.
• Support new business development and contract renewals to align with financial objectives.
  
  

Relationship Management

• Build trust and effective working relationships with internal and external stakeholders, including Heads of Departments, trade unions, and regulatory authorities.
• Encourage a customer-focused culture by understanding and addressing customer needs.
  
  

Qualifications

• University degree or equivalent, advanced degree in related field or professional certifications are advantageous.
• Excellent working knowledge of business management principles and practices, financial concepts, and key drivers of profitability and operational performance delivery.
• Fluent spoken and written English.
  
  

The list is not exhaustive and is not intended to restrict the scope of the job but clearly define a starting point and may vary depending on location.