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About the Role

The Service Delivery Supervisor (SDS) role involves supervising, validating, and controlling daily on-the-ground service delivery activities for Unilode ULD pooling operations. This position ensures accurate and consistent execution of procedures, manages discrepancies to reduce costs, and captures necessary evidence. The SDS is crucial for maintaining frontline operational compliance, stakeholder relationships, station discipline, and operational accuracy, with escalation support to OCC.

Responsibilities

Supervise daily service delivery tasks at the assigned station or area.
Ensure physical verification of ULD stock is completed as planned.
Confirm ULD handling, allocation, and movement follow standard procedures.
Ensure operational tasks are completed accurately, safely, and on time.
Address execution issues immediately and escalate where required.
Provide practical guidance on Unilode ULD pooling operations to maximize operational efficiency.
Enforce compliance with standard operating procedures, playbooks, and handling instructions.
Identify, flag, and manage discrepancies, including ULD utilization not aligned with allocated CCS, missing, misplaced, misused, or unserviceable ULDs.
Ensure discrepancies are logged correctly and supporting evidence is captured.
Support incident fact-finding and service recovery activities.
Challenge non-compliant behaviours and reinforce standards on the ground.
Collect and validate operational evidence, including photos, timestamps, and location data.
Ensure discrepancy records are accurate, complete, and submitted on time.
Support resolution of discrepancies by providing reliable on-ground input.
Track actions to closure and follow up on outstanding issues.
Act as the first escalation point for on-ground service delivery issues.
Coordinate with the Service Delivery Manager on issues requiring escalation.
Support OCC communications by providing accurate, timely operational information.
Work constructively with GHAs, airlines, and third-party partners on site.
Act as the on-ground escalation point for service delivery and OCC-related issues.
Monitor attendance, onsite representation, task completion, and adherence to instructions.
Reinforce discipline, consistency, and safe working practices.
Support incident fact-finding, service recovery, and corrective actions.
Ensure evidence capture (photos, timestamps, locations) supports governance and resolution.
Provide feedback and on-the-job guidance to support performance.
On-site representation of Unilode ULD pooling operations.
Monitor day-to-day performance indicators such as task completion, discrepancies, and response times.
Highlight recurring issues, risks, or inefficiencies to the Service Delivery Manager.
Support implementation of corrective actions and local improvements.
Contribute to building stronger station discipline and operational awareness.

Requirements

Experience in operational, logistics, or service delivery environments.
Proven ability to supervise day-to-day operational activities at station or team level.
Strong understanding of operational procedures, compliance requirements, and safety practices.
Experience managing or coordinating front-line teams or third-party resources.
Ability to identify and manage discrepancies, issues, and operational risks.
Strong organisational skills with the ability to prioritise tasks and manage workload.
Ability to communicate clearly with operational teams, supervisors, and stakeholders.
Experience in aviation operations, ground handling, or asset-based environments.
Familiarity with ULD operations or similar tracking and handling processes.
Experience supporting audits, compliance checks, or operational reporting.

Skills

Action Oriented
Customer Focus
Ensures Accountability
Courage
Collaborate
Business Insights

About the Company

The role of Service Delivery Supervisor focuses on supervising front-line service delivery execution and enforcing operational standards at the station level, with local stakeholders not limited to only airlines or GHA. The role is essential to maintaining accuracy, compliance, and discipline in daily ULD pooling operations, and acts as a single OCC voice for all on-ground clarifications.

Equal Opportunity

We are an Equal Opportunities Employer and are committed to creating an inclusive environment for all employees. We celebrate diversity and welcome applications from suitably qualified candidates regardless of age, disability, gender identity, marriage or civil partnership status, pregnancy and maternity, race, religion or belief, sex, sexual orientation, or any other characteristic protected by applicable law.