dnata Travel Group, represents the travel division of dnata, one of the world’s largest air and travel services providers. Consisting of more than 20 leading international travel brands, we are proud to serve our global customer base as a leading, award-winning travel services provider. As the Head of Central Ground Services, you will be responsible for optimizing the performance of assigned service units within dnata Travel. This role requires a strategic leader who can drive service management, operational efficiency, and business process improvements while ensuring safe, consistent, and high-quality service delivery. By closely collaborating with internal stakeholders and leveraging synergies across dnata Travel’s global businesses, you will develop and implement strategies that enhance operational effectiveness, resource utilization, and customer satisfaction. This position will oversee key service areas, including Market Management, Operations, Loading, Health & Safety, Transformation, and Product Solutions. You will lead major initiatives that focus on business growth, process improvements, and innovation, ensuring seamless service delivery across multiple markets. A key part of this role involves defining best practices, setting performance benchmarks, and driving transformation projects that align with the company’s broader objectives. With a strong focus on stakeholder engagement, you will work across functions to improve collaboration, ensure compliance with industry regulations, and drive continuous improvements in safety and service standards. In this role, you will:
Identify and eliminate non-value-added activities to optimize business and production processes.
Facilitate leadership teams in developing annual improvement plans aligned with strategic goals.
Establish scalable and streamlined processes to enhance reliability, quality, and business growth.
Drive operational readiness for new ventures and expansions using standardized frameworks.
Work closely with business stakeholders to identify synergies and collaboration opportunities.
Establish a communication process to share best practices across global dnata locations.
Partner with leadership to advocate future operational improvements and innovative ideas.
Support evaluations of new business opportunities, including operational audits and commercial assessments.
Implement a measurement system for operational, safety, financial, and productivity KPIs.
Monitor and improve performance using end-to-end metrics (e.g., cost savings, OTIF, customer complaints).
Lead performance reporting exercises to ensure visibility into operational efficiency and service delivery.
Address service quality shortfalls by tracking adverse KPI trends and driving corrective actions.
Design and implement global business strategies, systems, and procedures to drive growth.
Sponsor and lead global change programs focused on technology, process efficiency, and cultural transformation.
Manage business transformation efforts, including centralization and decentralization of functions.
Oversee the business technology roadmap, ensuring budget alignment, prioritization, and implementation.
Lead and oversee service delivery teams to ensure high-quality, customer-centric operations.
Drive the market management roadmap, ensuring seamless processes and service execution.
Manage budgets, optimize operating costs, and continuously analyse the cost base to improve efficiency.
Maintain strong relationships with technology service providers to enhance service delivery functions.
