Service Delivery Manager

Posted: 07/06/2022

Company Overview
Airline Choice is an industry leading provider of solutions to the commercial aviation industry centered around unique software solutions in the area of airline check in operations and passenger security vetting. 
 
We are looking for someone who is interested in starting a career with a growing company and be involved in an extremely dynamic industry working with cutting edge technologies.  Please take some time to learn more about our company and product offering prior to applying.  Visit us online at www.airline-choice.com
 
Job Overview
As a manager of the Airline Choice team, you will be responsible for managing the day-to-day activities and responsibilities of our helpdesk team and overseeing all client onboarding.  In addition, this role will be instrumental in helping create & implement the foundation to ensure scalable growth and client satisfaction.
 
Primary Responsibilities & Duties

  • Participate as a member of the Airline Choice business unit leadership team to help achieve company goals.
  • Oversee and manage day-to-day activities and responsibilities of the helpdesk team, ensuring appropriate staffing levels and timely ticket/issue resolution.
  • Create and implement procedures, KPI’s and service delivery optimization in coordination with leadership team.
  • Manage the process of implementing change efficiently and effectively
  • Oversee and manage client onboarding projects, directing resource coordination internally including creating & managing onboarding project plans.
  • Promote camaraderie and teamwork within the organization and provide visible leadership for the helpdesk team.
  • Understand overall service delivery objectives, as well as the role and function of each team member.
  • Develop proficiency and expertise in all Airline Choice provided solutions & services.  Service Delivery Manager should have a deep understanding on our software platform and working knowledge of customer business operations.
  • Provide escalation support and resolution to customer problems that cannot be resolved effectively.
  • Provide guidance to engineering with problem investigations and resolution as required, coordinating escalation between support and development teams.
  • Attend regular leadership meetings and provide reporting on the helpdesk team and onboarding statuses in support of company goals and objectives.
 
Other Responsibilities
  • Identify areas for improvement and make constructive suggestions for change.
  • Continually seek opportunities to increase customer satisfaction and deepen customer relationships.
  • Escalate onboarding and service team issues to the Business Unit Director as required.
  • Work closely with other department managers, team members and executives to resolve service delivery issues.
  • Ensure consistency of existing systems through creating, maintaining, and enforcing standards / procedures for implementing solutions.
  • Maintain specific knowledge of key customers and how our service relates to their business strategy and goals.
  • Review relevant publications and online materials to remain up-to-date with current and future trends emerging in the industry.
  • Act as a mentor to team members with less experience.
  • Develop training programs to develop and refine the skills of the helpdesk team.
  • Perform quarterly performance and goal review for the helpdesk team members.
 
Required Skills
  • Strongly Desired: Previous Aviation Industry experience, particularly in Passenger Handling or Airport Operations.
  • Strongly Desired: Understanding of airline IT systems, particularly airport Common Use Systems, Citrix, major industry platforms.
  • Knowledge and experience in cross-functional management methods and techniques.
  • Strong organizational, presentation, and customer service skills.
  • Skill in strategic planning with an ability to think ahead and plan over a 6-12 month time span.
  • Skill in leading people and getting results with a strong customer orientation.
  • Understanding of modern IT systems and technologies.
  • Ability to manage multiple conflicting deadlines and competing priorities.
  • Service awareness of all organization’s key services for which support is being provided.
  • Understanding of support tools, techniques, and how technology is used to provide services.

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