Service Delivery Supervisor (SDS)

Unilode Aviation

7d•Onsite

About The Position

The role of the Service Delivery Supervisor (SDS) is to supervise, validate, and control day-to-day on-the-ground service delivery activities, ensuring Unilode ULD pooling operations are executed accurately and consistently, in line with defined procedures and governance requirements. The role provides direct oversight of operational tasks, validates physical ULD records against system records, manages discrepancies to improve the cost of non-quality, and ensures evidence is captured correctly. The Service Delivery Supervisor plays a critical role in maintaining compliance with frontline operations, stakeholder relationships, station discipline, operational accuracy, and readiness to escalate, in conjunction with OCC.

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.

Nice To Haves

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.

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 is 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.