Service Delivery Controller

Job Purpose: Responsible for review, communication and implementation of SOPs,
work instructions and KPIs in the department, based on customer requirements,
Corporate Integrated Management System, regulatory and industry standards,
Quality Management Systems and departmental objectives and policies.
Facilitate and represent the department at all external airline audits, change
management processes, continuous improvement programmes & ensure all staff are
updated on SOPs for relevant areas of operations. Job Outline: Plan - Create
and maintain a holistic approach to staff training within cost centres by
identifying and recommending the training requirements and ensure all staff
are updated on SOPs for relevant areas of Operations. Execute - Design, amend
and implement SOPs, work instructions for the department in consultation with
Line Managers, Service Delivery Controllers, customer requirements, IMS,
regulatory and industrial standards. Liaises closely with other departments to
align the cross departmental SOPs to bridge gaps and eliminate conflicts.
Ensuring all standards are in compliance with the QMS (Quality Management
System) covering all aspects of ISO/AHS1000/ISAGO/CEIV/RA3 & DQA standards. -
Ensures that close professional relationships are maintained with all external
contacts including customer airlines, third party suppliers and government
agencies. Support business units to ensure quality and profitable services are
performed as per the agreed SLA to maintain high levels of customer
satisfaction. - Provide management reports to an agreed schedule and ad-hoc
analysis where required. Prepare review and set KPI targets for the department
in consultation with the Vice President, Line Managers and Quality Assurance.
Provide support to the department management in design, implementation and
ongoing achievement of short and long term department objectives .Compiles KPI
statistics for management review meeting (DTR etc) and communicates with
Quality Assurance. - Support the quality audit programme, safety audit
programme and performance management through spot checks. Audits the daily
performance of each section of the Department by compiling performance
statistics and measuring these against the established norms. Ensures that
service delivery targets / KPI are achieved. Analyse variances and initiates
corrective action by following up with the concerned shift in-charge /
highlighting procedural or process flaws to the Line Managers with
recommendations for improvement. - Identify service failures and facilitate
incident / accident investigations. Establish trends in operational non-
conformities and service failures, with evaluation of root causes and
recommend preventive measures. Support line managers in implementing
preventive and corrective action in their respective areas of responsibility
and communicate with staff by means of learning logs and safety bulletins. -
Maintain accurate records of non-people assets including equipment,
facilities, IT hardware, communications devices etc. Ensures the maintenance
plan for equipment and facilities is followed. Ensures Operations systems data
is kept up to date (DMIS, AACS etc.) liaise with EGIT and provides input to
the ongoing continuous improvement of these systems. - Assist with continuous
improvement projects as directed by the department management, in various
areas of the business, included but not limited to cost control, improvements
on efficiency and productivity in accordance with standards and regulations. -
Promotes effective internal communication within the department, drives new
systems for enhanced staff communication and manages the tools for
communicating to front line staff. Supports the business units in holding
regular staff meetings within the department and providing performance
statistics. - Facilitate, monitor and support the evaluation of staff while
undertaking analysis of Annual Performance and development of assigned staff
on the Performance Matters initiative.
Qualifications & Experience: Qualification: - Degree or Honours (‎12+‎3 or
equivalent) - Graduate for non-specialist role - A' level for operational
roles - Graduate in a specific area for specialist role Experience: Airport
Operations. Other : ‎5+ Years Knowledge: - Working knowledge of product and
process within the ground handling industry, with good understanding of
aircraft loading, weight and balance, cargo and ULD handling, baggage
handling, aircraft technical support functions, and aircraft appearance
services. - The job holder is required to spend considerable amount of time in
the Operations to ensure the requirements of the role is fulfilled. - Formal
training and work experience in implementing and supporting Quality, Health &
Safety, and Environmental systems will be a distinct advantage. - Working
knowledge of IATA AHM, IATA DGR and ISAGO manuals and standards is essential.
- Knowledge of DCAA and GCAA standards and regulations would be an advantage.
- The job holder should display excellent negotiation skills, good spoken /
written communication skills in English and have excellent report writing
skills. Safety Sensitive Role: Yes Details of Safety Sensitive role: - Hazards
- Working at height - Exposure to hazardous energy systems - Work in confined
spaces - Contac t with human waste - Contact with other hazardous materials -
Heavy lifting - Work in a noisy environment Hours of work Day/night (shift
roster) - Day hours only Yes - ‎8.5 hour working day Yes - ‎10 hour working day
- ‎12 hour working day Additional requirements Airport driving permit