Manager Service Delivery

Job description / Role

Manager Service Delivery - Qatar Aircraft Catering Company - Doha, Qatar

Qatar Aircraft Catering Company (QACC) - An Award-winning catering company, provides exclusive catering services to Qatar Airways and other airlines that service Hamad International Airport.

About Your Job:
Has the overall responsibility to ensure that the Service Delivery department delivers with regards to KPI's cost, budgets, SLAs and compliance. Develops the department in line with the future needs of the business ensuring all processes are performed in a efficient manner. Develop strategy for the departments needs in terms of space, employees, process flows and material flows ensuring cost and efficiencies are embedded.

Accountabilities:

Strategic
• Develops future strategy for the business needs ensuring the departments requirements are identified and represented
• Designs and implements appropriate audit programs to assess and drive the department's performance in line with Qatar Aircraft Catering company (QACC) and customer expectations.
• Establish the department's vehicle fleet requirements for future demands of the business.
• Structure succession planning within the department to ensure continuity of service, continued development and efficiencies through future business growth .
• Develop contingency plans and risk management for the department in conjunction with the company's subject matter experts.
• Structure the departments training and development needs in order to raise the standards of the department, assess results for continuous improvement

Operational
• Manages all operational aspects of the Service Delivery department to ensure product and service requirements are met to the agreed budgets and KPI's
• Establishes training programs in conjunction with QACC requirements and periodically review their value to the company.
• Manages and safeguards that the loading and ramp safety procedures are developed and followed in order to protect the employees and companies alike.
• Consults with airline representatives in order to develop the department's future strategy in terms of customer focus.
• Implements corrective action plans based on non- conformance reports with an aim to continuously reduce number of reports received.
• Establishes a fleet of suitable vehicles to efficiently conduct the required operation at QACC.

Management & Leadership
• Establish the department and Service Delivery Manager's objectives and priorities to align with and support business objectives and needs.
• Regularly evaluate the department or teams objectives, plans, procedures and practices, and makes appropriate changes if needed.
• Oversee and supervise employees. Direct daily activities, recruit, train, develop and discipline to ensure a high standard of service delivery.
• Responsible to ensure efficient productivity is achieved in the department.
• To ensure the recruitment of staff is undertaken in line with QACC requirements.
• Undertake disciplinary actions are supported by HR.

Operational Safety
• Responsible to ensure that employees at all levels understand work health and safety requirements and expectations through provision of relevant QR Group induction, information, instruction, training and supervision.
• Ensure compliance to all relevant safety, security, quality, and environmental management policies, procedures and controls across the operation to assure employee safety, security, legislative compliance and delivery of high quality service with a responsible environmental attitude.
• Ensure that all managers and supervisors understand work health and safety requirements and expectations to the extent that they can pass on relevant information, identify training needs and provide appropriate supervision in their workplace.

Development
• Take responsibility for own ongoing personal development and growth of expertise keeping self-updated with latest development and technology pertaining to the department.
• Train and develop and coach the Service Delivery Managers for proper succession planning and risk management.

Requirements

• Bachelor's Degree or equivalent
• Expert - minimum 8 years of job- related experience required
• Minimum 5 years experience in inflight catering operations as manager

Job Specific Skills:
• Strong MS Office- skills including Word, Excel, Power point
• Managerial skills- Ability to delegate work, set clear direction and manage work flow .Strong monitoring and coaching skills. Ability to train and develop subordinate's skills. Ability to foster teamwork among team members. Analytical and conceptual minded, negotiation skills.

Preferred:
• Flight Catering Operations (Dispatch, Ramp and Transport management)
• 10 years experience in Airline Catering Operations Management
• Management of 200+ team

About the Company

Qatar Airways is proud to be one of the youngest global airlines to serve all six continents, and thanks to our customers’ response to our offerings, we are also the world’s fastest-growing airline. We connect more than 150 destinations on the map every day, with a fleet of the latest-generation aircraft, and an unrivalled level of service from our home and hub, the Five-star airport, Hamad International Airport in Doha, the State of Qatar.

Travel today involves a mix of short, medium and long-haul segments, with more people travelling than ever before. With the breadth of network coverage today, virtually no destination is unreachable. This is why the commitment to service is paramount; as our guests are travelling farther and more frequently than ever before, the experience on board is an important part of the journey itself.

Since our launch in 1997, Qatar Airways has earned many awards and accolades, becoming one of an elite group of airlines worldwide to have earned a 5-star rating by Skytrax. Voted Airline of the Year by Skytrax in 2011, 2012, 2015 and most recently in 2017, Qatar Airways has won the confidence of the travelling public. We have accomplished these goals by focusing on the details – how we run the business, and how you experience our airline.