How You'll Help Us Keep Climbing (Overview & Key Responsibilities)
The Operations Service Manager (OSM) is responsible for providing leadership to front-line teams and the operation. Additionally, this role oversees and coordinates operational performance including, but not limited to, safety, on-time departures (D-Zero), security, customer service delivery and other key performance indicators.
As an OSM, you will serve as an operational liaison between Delta and all contracted business partners within a station. In this Delta leader role, you will also monitor for at-risk behaviors through daily safety observations and provide coaching, training, and corrective action as needed. In addition, you participate in Incident Analysis reports, Injury Prevention Group sessions and applicable station safety meetings.
The OSM ensures adherence to the station Safety Business Plan in addition to assuring compliance to our divisional Performance and Safety standards. Moreover, this role, you will ensure distinctive customer service is delivered by demonstrating a high level of customer focus and sensitivity. You will be responsible for being a key communicator of timely and accurate information and be required to set performance standards and ensure employee accountability. As a Delta leader it is paramount that you will provide support, guidance, coaching and motivation based on individual needs and be a champion leading others through change.
The qualified candidate must be strategic in thought processes and decision-making. The qualified candidate must also have the capability to measure and analyze employee performance using performance management tools, available customer service and operational metrics, job shadowing and direct observation. Must champion recognition and rewards. The qualified candidate must have a strong teamwork skill.
As part of the station leadership team, the successful candidate will be responsible and accountable for the timely completion and delivery of performance appraisals, quality assurance observations, performance discussions, coaching and counseling and administrative action. The successful candidate must be a strong advocate of employee recognition. Continued training and development in building leadership capabilities is expected. As a Delta leader, the Operations Service Manager will be required to develop both strategic and tactical plans that create a safety-conscious environment resulting in employee safety and well-being.
What You Need To Succeed (Minimum Qualifications)
- Must have valid authorization to live and work in Ireland at the time of application. Delta does not provide visa sponsorship for this role.
- Fluent in English, both written and verbal.
- Leadership experience in an operations, aviation, transportation, or services-based environment.
- Ability to lead frontline teams in a aviation operational environment, including varying shifts, extended hours, holidays, and on-call requirements.
- Demonstrated experience making real-time operational decisions in fast-paced or high-pressure conditions.
- Proven ability to manage irregular operations (IROPS) and drive effective service recovery actions.
- Strong ability to evaluate operational performance, identify gaps, and implement process improvements that enhance the customer experience.
- Experience handling conflict resolution, employee relations issues, and frontline performance management.
- Skilled in coaching, developing, and motivating high performing teams.
- Able to set, communicate, and uphold high safety, security, and performance standards for self and others.
- Ability to embrace diverse people, perspectives, and working styles.
- Strong organizational and prioritization skills with the ability to manage competing operational demands.
- Working knowledge of Microsoft Office and the ability to learn and utilize Delta operational and reporting systems.
- Ability to travel as required.
What Will Give You a Competitive Edge (Preferred Qualifications)
- Demonstrates expertise in airport operations and strong customer service skills.
- 3 plus years of previous leadership experience, including direct reports.
- Knowledge of SNAPP, Deltamatic and other relevant airport technology.
- College degree.
