In this role you will: 

• Lead operational productivity, process improvements, and cost initiatives for Service Delivery. Foster a culture of continuous improvement for world-class service and implement best practices and innovative solutions to boost efficiency and customer satisfaction.
• Drive transformational initiatives and document changes for enhanced communication and operational excellence across all units.
• Oversee the implementation of cost initiatives, process enhancements and efficiency in operations to ensure seamless technology integration and effective change management.
• Oversee strategic planning and successful delivery of product development projects, ensuring alignment with long-term objectives, optimized resources, and enhanced customer experience within scope and budget.
• Take ownership of developing and executing IT solutions in Service Delivery and process improvements in conjunction with internal stakeholders (EGIT) to deliver a best-in-class customer experience and measure and track ROI on transformation opportunities.
• Drive IT system enhancements, data platforms, and business intelligence tools in conjunction with internal stakeholders (EGIT) to boost decision-making and operational efficiency. Manage IT vendors for all Service Delivery technology projects.
• Oversee the Immersive Extended Reality (iXR) project to drive the successful implementation and widespread adoption of iXR initiatives across Service Delivery channels.
• Leverage data-driven insights to guide strategy, and process improvements. Analyse customer feedback to identify trends and recommend improvements.
• Act as the expert for managing the internal feedback programme/database. Collaborate with Service Delivery leaders to identify customer behaviour trends and align them with industry standards and departmental capabilities. Ensure that data-driven insights are used to guide strategy, workforce planning, and process enhancements.

To be considered for the role, you must meet the below requirements:  

• Hold a Bachelor's degree in business administration, Operations Management, or a related field, MBA or equivalent advanced degree preferred.
• Have a minimum of 12 years’ experience In-Flight Service and, or In-flight Administration.

The below-preferred skills will give you a competitive edge:

• Service Delivery Expertise with In-depth knowledge of service delivery, customer experience, and operational efficiency within the industry.
• A proven track record in developing and executing strategic initiatives aligned with organizational goals. As well as,  demonstrate the ability to inspire and lead cross-functional teams in a collaborative environment. 
• Extensive experience in Transformation and Change, driving change management, enhancing service delivery, and optimizing processes.
• Technology-Driven and skilled in deploying technology solutions for operational efficiency, customer satisfaction, and cost-effectiveness.
• Strong market analysis skills to identify trends, support competitive positioning and inform strategy.
• Sharp analytical skills for identifying process improvements and implementing cost-effective solutions.
• Excellent at conveying complex ideas to diverse audiences.
• Customer Focus with a strong commitment to enhancing customer experience through innovation.
• Problem Solving: Skilled in identifying challenges and implementing strategic solutions.