SERVICE DELIVERY MANAGER

Service Delivery Manager

As a Service Delivery Manager, you will become an important part of our team, where you follow up and ensure quality on Passenger Recovery Center´s deliveries. Your work will also have high impact for many areas within SAS, leading business critical projects, drive operational excellence and development with focus on secure, establish and follow up on procedures and improvement processes. 

You will have a vital part in getting the team working dynamically in the same direction, while supporting, coaching and motivating your colleagues so that handling disruptions works impeccably.  

Challenges you will work on

The main task for the PRC-organization is to recovery our customers journey when a disruption occurs. This needs to be done with efficiency but still with quality so that as little damage as possible is done on the customer journey. We carefully balance the costs of a disruption against total customer satisfaction trying to find the exact point of optimization. 
 

As a Service Delivery Manager at SAS, you will:

•    Follow up and ensure quality on Passenger Recovery Center´s deliveries.
•    Secure, establish, implement, and follow up on procedures. 
•    Coordination of best practice between different parts of the organization 
•    Follow up on training needs. 
•    Secure and participate in quality improvement processes.
•    Manage day to day interactions with systems to generate metrics and identify trends and needs to escalate actions.
•    Proactively work to minimize disruption. 
•    Implementation and coordination of projects related to disruption and recovery (incl. guidelines, polices, processes, procedures). 
•    Act as a specialist and support the organization in the work with continues improvements.
•    Identify trends, follow up on cases and identify areas of improvement.
•    Coaching of team members to secure quality and deliveries
•    Follow up on set standards and KPI’s.
 

To be successful, we believe you should have

•    Minimum 5 years of professional experience with relevant background e.g., Ground Handling, Ticket Office, leadership skills 
•    Excellent verbal and written communication skills in one Scandinavian language and in English
•    Broad knowledge of IATA is very meritorious.
•    Knowledge of Lean and Agile process methodologies
•    Experience working in a cross-functional team where the team is collectively responsible for delivery and target reach.

Personal Qualifications

To be successful in this role, we believe you should have a strong drive and delivery capability combined with strong analytical and interaction skills. As a person we believe you have high pedagogical ability, feeling confident using your leadership skills and work structured and organized.

You should be comfortable working both independently and together with others. You need to be the one who dares to take decisions and at the same time could plan, prioritize and drive your own tasks and projects in coordination with the team. 

To thrive at SAS, it is important that you are customer oriented and get motivated by working in an international and innovative company that is continuously developing. Your commercial understanding and business skills combined with your analytical and solution-oriented skills are essential to deliver within this role as Service Delivery Manager. 
 

Other of Importance

•    Deadline for application is 30th September 2024. Please send us your resume and cover letter via the application-link as soon as possible, as we process applications on an ongoing basis.
•    The position is full-time (100%), permanent employment and involves shift work. 
•    Desired startdate: start immediately or according to agreement.
•    For this role all applicants must have work permit for Sweden
•    The position is based in Stockholm, Sweden at the SAS headquarters at Frösundavik. Please note that you have to be able to travel within this role

If you have any questions, please contact Stefan Johansson, Operational Head of PRC, by email: Stefan.johansson@sas.se
 

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