Service Delivery Controller
Emirates Group Dnata
Total years of experience :22 years, 8 Months
Responsible for the resolution of operational issues ensuring that service delivery meets existing agreed service level Agreements and Individual customer agreements.
Ensures compliance to all relevant safety policies procedures and controls across the department to guarantee employee safety legislative compliance and a responsible environmental attitude and the implementation of BAPP.
Ensures safety of staff and to make sure that they the right skills, knowledge and confidence to work safely by providing support and direction.
In co-operation with operation control center, ensure that overtime hours are controlled, audited and approved for both dnata and outsourced staff. Responsible for evaluating cross utilization of opportunities and communicating these to Operations Dept to reduce the overtime usage and shift cost.
Provides the required information to department Managers for the budget preparation and monitors the financial performance of the concerned area against budgets.
Maintain a high level of safety within the operation. Conduct on -shift audits and preliminary investigations into any incidents /accidents /discrepancies against standard operating procedure, safety standards and regulations.
Runs projects for the department ensuring that the expected deliverables are achieved within the planned time-frame.
Plan & deliver the relevant contingency and service recovery plans during operations.
Work closely and maintain effective working relationship with internal and external customers.
Regularly monitor staff performance and conduct periodic on-job performance reviews and audits.
Responsible to control and ensure delivery of technical support services to customer airlines at Dubai International Airport (DIA) .
Ensuring that equipment and manpower are deployed in a timely manner and cross utilized where possible ensuring on time delivery of services and maximization of equipment utilization.
Provide real-time feedback and recommendations to DOCC and Service Delivery Controller for improved utilization of staff and equipment to control on-shift costs.
Investigating and reporting all accidents, incidents, injuries and near misses, ensuring that SAFE is updated appropriately.
Providing Technical Assistance and Ground Support Equipment’s to all airlines.
Headset communication on Arrival /Departure and re-fuelling of Aircraft B737-800 and A-320.
Servicing Aircraft with Ground Support Equipment’s such as Ground Power, Air conditioning, Air starter units.
Major comprises of aircraft maintenance and re-schedulling the aircraft for the required maintenance.