Head, Service Delivery

Finance Full-time likely Estimated $3,200 - $6,500 / month (role-area estimate)

Role summary

At SATS, this Head, Service Delivery role focuses on leading the Service Delivery function for SG Hub, ensuring service commitments are clearly defined, measured, delivered, communicated, and recovered when performance deviates. Requirements include for Service Delivery systems, dashboards, and SLA tracking to improve visibility and governance. Build and Develop team capability in managing complex airline relationships, multi-station issues, and global escalations. Key.

Summary based on employer-provided role details.

Role highlights

Responsibilities

Lead the Service Delivery function for SG Hub, ensuring service commitments are clearly defined, measured, delivered, communicated, and recovered when performance deviates.
The role provides a single point of accountability for customer-facing service performance, translating operational outcomes into clear, fact-based narratives that build trust with airline customers and partners.
The role establishes the Service Delivery operating model, governance framework, SLA standards, escalation management approach, and customer engagement cadence.
Define and govern the SG Hub Service Delivery framework, including account segmentation, SLA governance, service review standards, and escalation principles.
Establish clear roles and boundaries between Service Delivery and Operations, Quality, Performance, Commercial, and other functions to ensure effective collaboration.

Requirements

for Service Delivery systems, dashboards, and SLA tracking to improve visibility and governance. Build and sustain a high-credibility Service Delivery function known for strong judgement, customer trust, and effective issue resolution.
Develop team capability in managing complex airline relationships, multi-station issues, and global escalations. Key
With 15 years of relevant experience in aviation operations, service performance, customer management, customer‑facing operational governance roles, with minimum 8-10 years in senior stakeholder-facing or leadership roles.
Proven experience managing airline customers, SLAs, and service recovery in complex, time-critical environments.
Strong working knowledge of Cargo and/or Ground Handling operations, including operational constraints and service risks. Demonstrated ability to lead senior customer and executive-level conversations, including sensitive escalations.

Role Quick Info

Company SATS

Brand SATS

Category Finance

Location SGP,, Inflight Catering Centre 1

Work type Full-time likely

Pay Estimated $3,200 - $6,500 / month (role-area estimate)

Employer-listed pay is shown as published.
Other ranges are HiredInn estimates based on the role title or role area. Confirm pay with the employer before applying.