Sr. Manager Service Delivery

As a Service Development Specialist in the aviation industry, your primary responsibility will be to develop, implement, and maintain the Cabin services training and service delivery verticals standards, policies, and procedures. You will play a crucial role in ensuring that the service delivery standards align with aviation regulations, company policies, and industry best practices. Your key accountabilities will include: - Ensuring that all standards are appropriately captured and aligned with various operational aspects such as frontline, safety, operational KPIs, and network, reflecting the brand drivers of the airline. - Leading the development and periodic review of Service Delivery standards to enhance crew performance and guest feedback. - Monitoring internal and external Voice of Customer feedback to identify areas for improvement in service delivery. - Collaborating with various departments to enhance Cabin Crew efficiency and overall Guest Experience. - Providing guidance during the roll-out of new service delivery products and services. - Overseeing team management by providing direction, advice, and mentorship to direct reports. - Keeping abreast of market trends and developments in the hospitality industry to conduct benchmark studies and implement best practices. - Assisting in preparing and managing the departmental budget. To excel in this role, you should possess a Bachelor's degree from a reputed university and have a minimum of 4+ years of relevant experience as a service development specialist in aviation, with a total of 6 years of overall experience. Prior experience in Cabin Services/Inflight services with an international airline and familiarity with Design Thinking concepts are desirable. Your success in this role will depend on your drive for excellence, functional expertise, competitor awareness, high collaborative skills, and team-building capabilities. You will be expected to nurture a customer-centric team and continuously enhance service delivery through transparent feedback and respect for diverse opinions. Additionally, you may be assigned any other responsibilities as required, either as standalone projects or regular work, in agreement with your reporting officer and HR.,