At a Glance
- Tasks: Lead operational delivery for Lufthansa Group services and ensure top-notch customer experience.
- Company: Join the dynamic team at Swissport UK&I, part of the Lufthansa Group.
- Benefits: Competitive salary, career development opportunities, and a vibrant work culture.
- Other info: Be part of a collaborative environment focused on continuous improvement and accountability.
- Why this job: Make a real impact in aviation by driving service excellence and operational improvements.
- Qualifications: Proven leadership in airline operations and strong communication skills required.
The predicted salary is between 50000 - 65000 € per year.
The Lufthansa Group Service Delivery Manager is a key operational leadership role within Swissport UK&I Station Structures, reporting to the Swissport Station Manager. The role is accountable for the end-to-end operational delivery of Lufthansa Group services, ensuring consistent performance across safety, service, and operational KPIs. The Service Delivery Manager acts as the primary operational interface between Lufthansa Group and Swissport, ensuring alignment, transparency, and delivery of agreed standards. This role requires a proactive, ownership-driven approach, ensuring that operational risks are identified early, performance is actively managed, and service delivery continuously improves in line with Lufthansa Group expectations.
Responsibilities
- Operational Leadership & Service Delivery
- Full accountability for end-to-end operational delivery – FOH and BOH
- Drive on-time performance, delay reduction, and consistent execution standards
- Ensure strong frontline customer experience and boarding discipline
- Safety & Compliance Leadership
- Ensure compliance with all safety, security, and regulatory requirements
- Promote proactive safety culture and operational risk awareness
- Performance & SLA Delivery
- Own and drive SLA and KPI performance
- Translate performance data into clear, actionable improvements
- Identify risks proactively and implement corrective actions
- Issue Resolution & Escalation
- Take ownership of operational issues and resolve at the lowest level
- Escalate with clear context and solution-driven proposals
- Ensure full resolution and closure of issues
- Leadership & Culture
- Lead, coach, and develop operational teams
- Foster accountability, ownership, and a customer-focused mindset
- Build a strong 'One Team' culture across stakeholders
- Stakeholder Management
- Act as key operational interface between LHG and Swissport
- Build strong, trust-based partnerships
- Ensure proactive communication and follow-through of actions
- Continuous Improvement
- Drive operational and service improvements
- Deliver measurable enhancements in efficiency and customer experience
- Financial Awareness
- Support efficient resource planning and cost control
What Good Looks Like
- Anticipates and resolves issues before escalation
- Communicates proactively without being prompted
- Delivers strong and consistent KPI performance
- Acts as a trusted and reliable operational partner
Qualifications
Qualifications & Experience
- Proven leadership experience in airline or ground handling operations
- Strong understanding of service delivery and SLA environments
- Excellent stakeholder management and communication skills
Key Behaviours
- Ownership and accountability mindset
- Solution-oriented under pressure
- Clear and proactive communicator
- Drives continuous improvement
Service Delivery Manager Ground Handling - Lufthansa Group in London employer: Swissport International
At Swissport UK&I, we pride ourselves on being an exceptional employer, offering a dynamic work environment that fosters growth and development for our Service Delivery Managers. Our commitment to safety, operational excellence, and customer satisfaction is matched by our supportive culture, where teamwork and proactive communication are at the forefront. With opportunities for continuous improvement and career advancement, joining us means becoming part of a dedicated team that values your contributions and empowers you to excel in the aviation industry.
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Manager Ground Handling - Lufthansa Group in London
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those connected to Lufthansa Group or Swissport. A friendly chat can open doors that a CV just can't.
✨Tip Number 2
Prepare for interviews by researching the company culture and values. Show us how your proactive approach aligns with their expectations, especially around safety and service delivery.
✨Tip Number 3
Practice your problem-solving skills! Be ready to discuss how you've tackled operational issues in the past. We love candidates who can think on their feet and drive continuous improvement.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're serious about joining our team and contributing to our 'One Team' culture.
We think you need these skills to ace Service Delivery Manager Ground Handling - Lufthansa Group in London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that align with the Service Delivery Manager role. Highlight your leadership experience in airline or ground handling operations, and don’t forget to showcase your understanding of service delivery and SLAs.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you’re the perfect fit for the role. Mention specific examples of how you've driven operational improvements and managed stakeholder relationships in the past.
Showcase Your Problem-Solving Skills:In your application, emphasise your ownership and accountability mindset. Share instances where you’ve proactively identified risks and implemented solutions, as this aligns perfectly with what we’re looking for in a Service Delivery Manager.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, it shows you’re keen on joining our team at StudySmarter!
How to prepare for a job interview at Swissport International
✨Know Your Stuff
Make sure you understand the ins and outs of service delivery in ground handling. Brush up on key performance indicators (KPIs) and service level agreements (SLAs) relevant to the role. Being able to discuss these confidently will show that you're serious about the position.
✨Show Your Leadership Skills
Prepare examples from your past experiences where you've successfully led a team or managed operations. Highlight how you fostered a culture of accountability and ownership, as this is crucial for the Service Delivery Manager role.
✨Be Proactive
Demonstrate your proactive approach by discussing how you've identified and resolved operational issues before they escalated. Share specific instances where your actions led to improved performance or customer experience.
✨Communicate Clearly
Practice articulating your thoughts clearly and concisely. The ability to communicate effectively with stakeholders is key in this role, so be ready to showcase your communication skills during the interview.
