Service Delivery Duty Officer

In this role, you will be responsible to control the day-to-day running of Service Delivery Department. Ensure the smooth running of operations, the management of the department in relation to safety management, cost control, resource planning and operational change management and reporting. Deliver the best-in-class service as outlined by the customer SLAs. Responsible for department performance monitoring and improvement initiatives implementation, including staff performance management and improvement plan. Ensures fleet maintenance programmes are adhered to by coordinating with QACC maintenance services providers.

Key accountabilities for the role include:

• Responsible for implementation of management instructions including customer service, aircraft delivery and handling, food safety, quality control and security measures.
• Ensures maximum productivity by implementing proper staff rosters (supply) for the department that match the work requirements (demand).
• Ensures that all staff are briefed, acknowledge and comply with work procedures relevant to the department.
• Reviews current procedures, develops and implements new systems and procedures to improve efficiency of the department to follow LEAN principles.
• Responsible for the dispatch of meals to the aircraft as per the schedule and in line with the hygiene and food safety procedures.
• Responsible for all deliveries to lounges, QR Towers and external delivery points as required.
• Implements and conducts appropriate safety and operational audit programmes to provide an objective, measurable assessment of the departmental performance.
• Assists the department in managing the maintenance program of QACC Transport fleet by coordinating with maintenance Service Providers with respect to the maintenance schedule and reporting of any maintenance discrepancies.
• Prepares clear reports with facts and figures in case of flight delays/accident/incident or any operational Emergency and Irregularity.