Senior Manager, Service Delivery

About Us

Headquartered in Singapore, SATS Ltd. is one of the world’s largest providers of air cargo handling services and Asia’s leading airline caterer. SATS Gateway Services provides airfreight and ground handling services including passenger services, ramp and baggage handling, aviation security services, aircraft cleaning and aviation laundry.

SATS Food Solutions serves airlines and institutions, and operates central kitchens with large-scale food production and distribution capabilities for a wide range of cuisines.

SATS is present in the Asia-Pacific, the Americas, Europe, the Middle East and Africa, powering an interconnected world of trade, travel and taste. Following the acquisition of Worldwide Flight Services (WFS) in 2023, the combined SATS and WFS network operates over 225 stations in 27 countries. These cover trade routes responsible for more than 50% of global air cargo volume.

SATS has been listed on the Singapore Exchange since May 2000. For more information, please visit www.sats.com.sg

Why Join Us

At SATS, people are our greatest asset and we build our success on the knowledge, expertise and performance of every contributor, by embracing diversity and uniqueness.

As part of our holistic approach and commitment to embracing FAM (Fulfilling, Appreciated, Meaningful) in the workplace, we offer the runway to develop Fulfilling careers that foster your career growth, recognising and Appreciating the strength of talent and capabilities that we continue to build internally; and inspiring and encouraging each other to make Meaningful contributions in the work we do at SATS.

Key Responsibilities

The role supports Head, Service Delivery in the development, implementation and governance of the Service Delivery framework, ensuring consistent application, escalation models, and customer review discipline across Singapore Hub (SG Hub). This role acts as the accountable owner for customer facing service performance of assigned key executive or strategic accounts, translating operational outcomes into fact based service narratives that build trust and confidence with airline customers and partners.

By working with Service Delivery Managers locally and Service Delivery counterparts across APAC, EMEAA and NA, the role provides SLA performance information on SG Hub handled airlines to Global Account Directors on a defined reporting cadence, supporting the network performance view maintained by global Service Delivery leads, while remaining grounded in locally validated performance inputs.

• 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.
• Lead or support global/local airline service reviews, ensuring SG Hub inputs are accurate, aligned, and contextualised within the broader network view, partnering Commercial and Operations to ensure alignment between commitments, delivery, and recovery actions.
• 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.
• Translate internal performance outcomes into customer‑ready service narratives, ensuring consistency, accuracy, and credibility in external communications, and translate network‑level service insights into implications for SG Hub, flagging systemic risks or recurring issues to Head, Service Delivery.
• Escalate material service risks, misalignment, or recurring failures to Head, Service Delivery with clear options and recommended actions.
• Partner Performance and Operations teams to understand hub‑level and network‑level performance outcomes, without redefining metrics or dashboards.
• Support capability development of Service Delivery Managers, especially in managing complex stakeholders relationships, multi‑station service issues and structured escalation communications.
• Coordinate cross-region service issue management for network incidents on assigned accounts, ensuring clear ownership, timelines, and updates across hubs, regions and stations.

Key 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.