Overview
The Lufthansa Group Service Delivery Manager is a key operational leadership role within Swissport UK&I Station Structures, reporting to the Swissport Station Manager.
The role is accountable for the end-to-end operational delivery of Lufthansa Group services, ensuring consistent performance across safety, service, and operational KPIs. The Service Delivery Manager acts as the primary operational interface between Lufthansa Group and Swissport, ensuring alignment, transparency, and delivery of agreed standards.
This role requires a proactive, ownership-driven approach, ensuring that operational risks are identified early, performance is actively managed, and service delivery continuously improves in line with Lufthansa Group expectations.
Responsibilities
Operational Leadership & Service Delivery
- Full accountability for end-to-end operational delivery – FOH and BOH
- Drive on-time performance, delay reduction, and consistent execution standards
- Ensure strong frontline customer experience and boarding discipline
Safety & Compliance Leadership
- Ensure compliance with all safety, security, and regulatory requirements
- Promote proactive safety culture and operational risk awareness
Performance & SLA Delivery
- Own and drive SLA and KPI performance
- Translate performance data into clear, actionable improvements
- Identify risks proactively and implement corrective actions
Issue Resolution & Escalation
- Take ownership of operational issues and resolve at the lowest level
- Escalate with clear context and solution-driven proposals
- Ensure full resolution and closure of issues
Leadership & Culture
- Lead, coach, and develop operational teams
- Foster accountability, ownership, and a customer-focused mindset
- Build a strong 'One Team' culture across stakeholders
Stakeholder Management
- Act as key operational interface between LHG and Swissport
- Build strong, trust-based partnerships
- Ensure proactive communication and follow-through of actions
Continuous Improvement
- Drive operational and service improvements
- Deliver measurable enhancements in efficiency and customer experience
Financial Awareness
- Support efficient resource planning and cost control
What Good Looks Like
- Anticipates and resolves issues before escalation
- Communicates proactively without being prompted
- Delivers strong and consistent KPI performance
- Acts as a trusted and reliable operational partner
Qualifications
Qualifications & Experience
- Proven leadership experience in airline or ground handling operations
- Strong understanding of service delivery and SLA environments
- Excellent stakeholder management and communication skills
Key Behaviours
- Ownership and accountability mindset
- Solution-oriented under pressure
- Clear and proactive communicator
Drives continuous improvement
