SERVICE DELIVERY MANAGER

Service Delivery Manager – Passenger Recovery Center (PRC), SAS Operations

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 across many areas within SAS, leading business-critical projects and driving operational excellence and development with focus on securing, establishing, and following up procedures and improvement processes.

We are looking for two Service Delivery Managers to our Passenger Recovery Center team – one permanent position and one parental leave cover.

You will have a vital role in aligning the team around common objectives, while supporting, coaching, and motivating colleagues to ensure that disruption handling works impeccably.

The main task for the PRC organization is to recover our customers’ journeys when a disruption occurs. This must be done efficiently, while maintaining high quality, so that as little damage as possible is done to the passenger experience. We carefully balance the cost of disruptions against overall customer satisfaction to find the optimal solution.

Challenges you will work on

• Follow up and ensure quality on Passenger Recovery Center’s deliveries.
• Secure, establish, implement, and follow up on procedures.
• Coordinate best practices across different parts of the organization.
• Secure and participate in quality improvement processes.
• Manage daily system interactions to generate metrics, identify trends, and escalate actions when needed.
• Proactively work together with SAS Operations to minimize disruptions.
• Implement and coordinate projects related to disruption and recovery.
• Act as a specialist supporting continuous improvement.
• Identify trends, follow up cases, and highlight areas for improvement.
• Coach team members to secure quality and delivery.
• Follow up on defined standards and KPIs.

The Team

You will be part of the Passenger Recovery Center (PRC) within SAS Operations, playing a key role in safeguarding customer journeys during operational disruptions.

To be successful, we believe you should have

• Minimum 5 years of relevant professional experience (e.g. Ground Handling, Ticket Office).
• Excellent verbal and written communication skills in one Scandinavian language and in English.
• Broad IATA knowledge is highly meritorious.
• Knowledge of Lean and Agile process methodologies.
• Experience working in cross-functional teams.
• Experience with Amadeus reservations and Disruption Transfer, OPR, and Salesforce Service Cloud is very meritorious.

Why SAS?

At SAS, we offer extensive opportunities for professional development in an international, fast-paced working environment. We are dedicated to the continuous growth of our employees. Working with us comes with a variety of benefits, including: 
•    Travel Perks: Enjoy discounted travel opportunities around the world with SAS. 
•    Health & Wellness: Access to health and wellness benefits, including a newly renovated gym with complimentary classes such as CrossFit and yoga. 
•    Discounts: Receive discounts from a wide range of brands, as well as on transportation to and from airports, airport shops, hotels, and car rentals. 
•    Work Environment: Our office location in Frösundavik offers a vibrant workspace with a restaurant, café, and easy access to outdoor activities in Hagaparken and Brunnsviken. Engage in running, tennis, outdoor gym sessions, kayaking, and stand-up paddling with equipment available free of charge. 
•    Convenient Commute: Benefit from a non-stop bus service connecting our office to Solna station, and commuter trains, alongside a network of cycle paths. 

Additional Information

•    Deadline for application: 17/05/2026. Please send us your CV as soon as possible, as interviews are conducted continuously, and the position may be filled before the application deadline. Note that we are not able to handle any applications that are sent by email, due to GDPR regulations. 
•    Desired start date: ASAP
•    Position: Fulltime (100%) starting with a 6-month probation period 
•    This position is based in Frösundavik, Solna (Stockholm), and you will be expected to work onsite. 
•    A background check will be conducted at the final stage of this recruitment process, as this role is security classified. If you are aware of any specific matters that may come up during this background check, we kindly ask you to be transparent about them during the recruitment process. 

 
If you have questions about this position, you are welcome to contact Stefan Johansson,Head of Passenger Recovery Center, Stefan.Johansson@sas.se. Please note that we are not able to handle any applications that are sent by email due to the GDPR regulations.

Our Culture at SAS 
At SAS, we are dedicated to caring for each other, delighting our travelers, and driving the transformation towards sustainable aviation. As a future colleague on our team, you’ll join a culture where we work collaboratively towards common goals, recognize each other's contributions, and celebrate successes. Our focus is on safe, sustainable, and punctual execution, and we are committed to protecting our planet while transforming SAS for the future. This is an empowering workplace where you can thrive, grow, and take ownership of your work. Join us at SAS and be part of shaping the future of aviation! 
Come and fly with us!