Manager Service Delivery Operations

Qatar Airways

Doha, Qatar

Ref: GP388-1511

Job description / Role

Employment: Full Time

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

Responsible to control the day to day running of the department. Accountable for the management of the department in relation to cost control, resource planning, operational change management and reporting of KPI's and ensuring that the department remains completely compliant with the SLA's ( Service Level of Agreement). Accountable for all performance and improvement initiative and implementation. Coordinates with other departments to ensure all products packed, sanitized and distributed on time. Ensure all equipment's are kept in service, minimizing the impact to the operations and service to the customer.

Accountabilities:

Operational
• Develop, manage implementation and conduct training programs in conjunction with Qatar Aircraft Catering Company (QACC) managers, ensure full training program is in place and fully operational, training programs target all employees and ensure compliance with company new hire, as-needed and annual refresher.
• Organizes the implementation of senior management instructions including customer service, handling, food safety, HACCAP, quality control and Health and Safety.
• Organizes and monitors all equipment offloading, handling, packing sanitizing, segregation, stock reports and internal delivery requirements in line with customer/ department expectations.
• Establishes and manages forecasting and analysis procedures for determining load factor trends to establish and appropriate level of required staffing and scheduling.
• Monitors that all Qatar Airways (QR) corporate, customer, airport, customs and Minister of Interior (MOI) policies and procedures are followed.
• Manage operations budget for all overhead, operating expenses and identified cost savings opportunities.
• Ensure that the safety procedures are followed as per the laid down policy of the company and in compliance with customer audit requirements.
• Responsible for QACC equipment machinery and ensure full maintenance program is adhered to.
• Prepare clear reports with facts and figures in case of flight delays/ accident/ incident or any operational emergencies pertaining to the Airline Services department

Management & Leadership
• Establish the department and duty officer'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 is met.

Development
• Take responsibility for own ongoing personal development and growth of expertise.
• Train and develop and coach the duty officers for proper succession planning and risk management
• Other duties and responsibilities as requested by Management.

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.

Requirements

• Bachelor's Degree or equivalent
• Expert - minimum 7 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.

Preferred
• Flight Catering Operations (ware wash, equipment or operations management)
• 10 years experience in Airline Catering Operations Management

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.

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