Senior Manager, Service Delivery

Operations Full-time likely Estimated $4,500 - $8,000 / month (role-title estimate)

Role summary

At SATS, this Senior Manager, Service Delivery role focuses on supporting Head, Service Delivery in governing Service Delivery frameworks, including SLA application principles, escalation thresholds, and service review cadence. Requirements include with 10 to 12 years’ experience in operations, service management, customer-facing operational roles or airline account management and Proven experience managing airline customers, SLAs, and service recovery in complex, time-critical environments.

Summary based on employer-provided role details.

Role highlights

Responsibilities

Support Head, Service Delivery in governing Service Delivery frameworks, including SLA application principles, escalation thresholds, and service review cadence, ensuring consistent application across accounts and alignment with the global SD operating model.
Provide SG Hub’s SLA performance data for assigned global or network airline accounts to the network Service Delivery manager on a defined monthly cadence, ensuring accuracy and consistency of SG Hub inputs into the broader network view.
Act as a single accountable owner for customer‑impacting service issues for key global/ strategic accounts, coordinating investigation status, recovery actions, and customer updates across Operations, Quality and other relevant teams promptly and effectively.
Oversee Service Delivery Managers handling local accounts, providing guidance on issue prioritisation, escalation discipline, and customer communications.
Escalate material service risks, misalignment, or recurring failures to Head, Service Delivery with clear options and recommended actions.

Requirements

With 10 to 12 years’ experience in operations, service management, customer-facing operational roles or airline account management, with minimum 5-8 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.
Strong ability to influence without direct authority, across Operations, Commercial, and other support functions. Ability to translate complex operational outcomes into clear, credible, customer‑ready narratives.
Strong written and verbal communication skills, with ability to tailor messaging across different audience. Ability to manage multiple service issues concurrently. Highly motivated, detail-oriented and able to manage priorities in a fast-paced environment.

Role Quick Info

Company SATS

Brand SATS

Category Operations

Location SGP,, Inflight Catering Centre 1

Work type Full-time likely

Pay Estimated $4,500 - $8,000 / month (role-title 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.