Service Deliver Manager

WFS, a member of the SATS Group, is a global air cargo logistics leader and best in class ground handling partner.

We offer services for Air Cargo, Ground Handling and specialist needs.

SATS\-WFS has a strong presence across a combined network of over 215 locations and employs over 46 000 of the finest professionals all over the world.

WFS Italy is pleased to announce and incredibly opportunity to join our team as Service Delivery Manager

In this role you will manage the interaction with customers on performance in your station/country.

Ensure all customer related issues are recorded, managed and executed by

the relevant team \- Ops, Commercial, Quality, HSSE etc

Conduct inspections of the operation against customer expectations/SLA and

report findings to ops/station management.

Monitor adherence to SOPs, SLAs, and safety protocols on the floor by the ops

teams and report on performance for the customer.

Ensure Operations are using real\-time service delivery performance and

intervene when deviations occur.

Communicate with internal teams (e.g., ramp, warehouse) and external clients

(e.g., airlines, freight forwarders) to coordinate service delivery metrics and

address areas of under\-performance.

Validate operational performance of service records, checklists, and

compliance documentation (e.g., AWB, manifests).

Ensure the reporting of incidents, delays, or service failures using internal

systems.

Ensure key operational metrics have a defined reporting process to ensure

capture of information in case of service failure \- cargo delivery, offloading,

damage or handover.

Support resolution of operational complaints or service issues in collaboration

with the commercial and/or operations teams.

Identify areas for operational efficiency or service quality enhancement.

Manage and evaluate contract and SLA creep where additional services

outside of contract are proposed for the carrier. Refer to the Change

Management Committee for assessment and to ensure charging if required.

Ensure airlines provide their messaging to us and report non conformances in

customer reports.

Ensure preparation for customer audits either personally or managed through

the operational and quality teams and follow up on all findings post audit.

Ensure all necessary systems are updated to reflect the results.

Analyze performance stats and address with necessary departments for

The successful candidate will have the following skills and qualifications:

High school degree

Experience of relevant work experience in the same role

Fluent command of spoken and written English

Proactivity

Agility and Adaptability

Analytical problem solving

Result Orientation

Attention to detail

Calm under pressure

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