Service Delivery Operations Manager in Luton

Dnata is one of the world’s largest air and travel services providers. We provide a comprehensive range of inflight catering, onboard retail, supply chain and logistics services at all major and regional airports across the UK. Dnata Catering provides expertly crafted inflight catering services, delivering fresh and high-quality meals at major and regional airports across the UK. As the leading Halal caterer in the UK, we also provide tailored experiences to meet each customer’s unique needs. We’re a leader in VIP catering, offering bespoke inflight services to private and charter clients.

The Role

Our Service Delivery Operations Manager will pro-actively manage the daily operation, with responsibility for the delivery of safety cost, quality, compliance and people KPIs – in line with company, legal and airline standards. To be actively involved and maintain an effective and productive team which focuses on achievement of results and develops and sustains effective customer relationships.

Key Responsibilities

• Highly motivated and driven in maintaining the highest standards in quality, food safety, HACCP and Health & Safety.
• Pro-actively investigating all accidents/incidents/delays to determine the root cause and put in place the appropriate solutions to eradicate further reoccurrences.
• To ensure work is completed according to daily work schedule and all costs are within agreed targets and any issues escalated when necessary.
• Work in collaboration with Shift Supervisor to ensure that rosters, work schedules and teams are managed effectively and in a fair and transparent method.
• Ensure all material and product and related costs are allocated and effectively managed within budget and to deadlines.
• Able to manage targets and ability to demonstrate their impact on business performance.
• Championing change initiatives and improvements with OPS Ex.
• Ensure standards of external and internal customer service are met and use of effective pro-active communication with all internal and external key stakeholders is maintained.
• Adhering to all Legislation, Company Policy and Compliance standards are met.
• Providing Leadership, coaching and training to the team and dealing with any employee relations issues according to Company policy.

Required Skills

• Tacho and Working Time directive regulation knowledge.
• Level 4 qualification i.e. A Level or equivalent experience.
• GCSE English and Maths grade C/4 or above.
• CPC Knowledge.
• Demonstrable evidence of people management experience, e.g. dealing with performance issues, holidays, rosters and absence management.
• Experience in a fast-moving and changing shop floor environment such as manufacturing, logistics, or FMCG.

Preferred Skills

• Problem solving skills.
• Experience within the transport sector or logistics.
• Stakeholder management.
• Computer literate - Microsoft Outlook, Word and Excel.
• Evidenced people management experience e.g. dealing with performance issues, holidays, rosters and absence management.
• An understanding of cost and control management.
• Attention to detail and accuracy.
• Good organisation skills and flexibility.

What’s in it for you?

• An opportunity to be part of the Emirates global family.
• Free breakfast, lunch and dinner on site.
• Free tea and coffee.
• Simply health Plan.
• Refer a Friend Scheme.
• Discounted gym membership at over 2000 gyms nationwide.
• Cycle to Work Scheme.
• Opportunity to enhance your learning through our in-house apprenticeship programme.

If you’re invited to interview, please let us know if there are any adjustments we can make to ensure you’re cleared for take-off and able to perform at your best. We’re committed to making the recruitment journey as smooth and inclusive as possible.

Our roles attract high volumes of applications, so it may take us a little time to taxi through them all. We aim to respond to every application within 14 days. If you haven’t heard from us by then — or if you have any questions about this or other opportunities — feel free to contact a member of our Talent crew for further assistance. We appreciate your patience while we navigate the runway!