Manager Service Delivery

Synopsis

At Etihad, we’re transforming the way the world experiences travel. Through bold thinking, innovation, and a relentless commitment to excellence, we create meaningful, world-class moments at every step of the journey. Now, we’re inviting passionate individuals to be part of something extraordinary. Join us in shaping the future of aviation.

We’re looking for a forward-thinking Manager – Service Delivery to lead strategic, cross-functional initiatives that elevate the guest experience across our global network. In this role, you’ll harness guest feedback, NPS insights, and frontline input to drive impactful improvements that scale. Acting as a key connector between airport operations, guest experience, and engagement teams, you’ll ensure our service design translates into seamless, consistent delivery on the ground.

If you're someone who thrives on collaboration, innovation, and turning data into action, this is your opportunity to make a lasting impact.

Accountabilities

• NPS & Guest Data Analysis: Lead analysis of NPS and other customer feedback metrics to identify root causes, trends, and service pain points.
• Insights to Action: Translate data insights into structured service improvement plans; work closely with the Crew Engagement Managers to align on solutions that enhance guest satisfaction.
• Airport Programs: Collaborate with Airport Heads to develop and support implementation of airport service initiatives, ensuring alignment with brand and service standards.
• Project Leadership: Lead and manage end-to-end delivery of service enhancement projects, including planning, execution, stakeholder management, and impact measurement.
• Process Optimization: Map and evaluate current service workflows to streamline operations, improve efficiency, and eliminate service gaps.
• Stakeholder Collaboration: Liaise with Contact Centres, Lounges, Flight Ops, and other delivery teams to ensure a seamless service experience across all touchpoints.
• Reporting & Governance: Maintain dashboards, project trackers, and reporting tools to monitor progress and communicate status updates to senior leadership.
• Change Enablement: Support change management activities associated with new service deployments, ensuring smooth adoption across operational teams.

Education & Experience

• Bachelor’s degree in hospitality, Business, or Aviation (Master’s preferred).
• Minimum 8 years of experience in hospitality or airline service delivery.
• Strong understanding of service principles, quality frameworks, and cabin crew engagement deliverables.
• Experience working in complex, multicultural operational environments.
• Project management certification (PMP/Prince2) is an advantage.