easyJet Service Delivery Manager

Overview

The Swissport - easyJet Service Delivery Manager is a key operational leadership position within Swissport UK&I Station Structures reporting to the Swissport Station Manager and will be responsible for the operational delivery of all aspects of the easyJet business on station.

In this role you will be responsible for the day to day delivery of the easyJet product and will be benchmarked against the Swissport Leadership Competencies of Leading and Facilitating Change, Applying Commercial Acumen, Coaching and Developing Others, Making Decisions, Managing Performance for Success and Executing and Getting Results.

You will hold financial and operational responsibility for your area and ensure safe, profitable, high quality performance in accordance with customer expectations, corporate objectives, strategy and plans. You will be responsible for the stringent management of revenue and for providing leadership and guidance to staff across a diverse workforce.

Responsibilities

Responsibilities

The following responsibilities are associated with this job role:

• Ensure the Handling Company delivers the easyJet product in full compliance with easyJet's standards, policies, and procedures across all operational areas.
• Ensure full station compliance with the easyJet Ground Handling Manual and easyJet Winter Operations Manual.
• Drive and deliver continuous improvement in turn performance, identifying and addressing root causes of delays or inefficiencies.
• Monitor key performance indicators (KPIs) including OTP, Baggage, Revenue, and CSAT to identify trends, performance gaps, and areas for improvement. Where issues are identified, ensure appropriate corrective and preventative actions are developed and implemented promptly.
• Proactively address negative performance trends by engaging with relevant stakeholders. Ensure follow-up actions are tracked, implemented, and effective in preventing recurrence. Regularly review operational data to inform decision-making and support continuous improvement.
• Ensure that all easyJet manuals are up to date and that station-specific instructions and operational memos are properly filed, communicated to all relevant ground crew, and enacted locally as required.
• Ensure timely investigation and response to safety incidents and non-conformities identified by easyJet, third parties, or internal reports.
• Complete easyJet Safety Net training and take full responsibility for the closure of assigned Safety Net items.
• Participate in weekly and monthly reviews and produce the Monthly Contract Report in alignment with agreed reporting standards.
• Conduct monthly internal audit checks using approved easyJet audit forms and follow up on any identified issues.
• In liaison with the training department, ensure that all ground crew involved in handling the easyJet product have received comprehensive and up-to-date training for their roles, and that all training records, including refresher training, are documented and maintained.
• Facilitate and support easyJet compliance monitoring audits and manage the closure of any resulting non-conformity reports (NCRs) in coordination with the local safety management team.
• Foster a culture of mutual trust and collaboration with easyJet, embedding a strong and sustainable safety culture throughout the organisation.
• Attend relevant safety forums, including those held by BIA and other regulatory or industry bodies, to ensure alignment with current best practices and safety expectations.
• Deliver GREAT training, Back of House (BOH) easyJet-specific training, and Turn Coordinator (TCO) training, ensuring all personnel are equipped to drive an effective and compliant aircraft turn.
• Actively promote all GOSAFE campaigns, ensuring safety boards are visible, regularly updated, and effectively communicated to all relevant staff.
• Monitor and ensure the Handling Company's compliance with the agreed contract, identifying and addressing any deviations in a timely manner.

Qualifications

• Qualifications

  • University degree or equivalent, advanced degree in related field or professional certifications are advantageous.
  • Excellent working knowledge of business management principles and practices, financial concepts, and key drivers of profitability and operational performance delivery.
  • A minimum of 3 years' experience with significant P&L accountability and leadership of large teams.
  • Fluent spoken and written English.

  The list is not exhaustive and is not intended to restrict the scope of the job but clearly define a starting point and may vary depending on location.