Join our Service Delivery team, where you will be part of a dynamic group responsible for delivering exceptional experiences to our customers. The team oversees key business areas, including Catering, Product, Retail, In-Flight Entertainment and Connectivity, Cabin Crew Management, the Cabin Crew Centre of Excellence, and Uniform Standards & Development—each fundamental to our global operations.

If you are passionate about excellence in customer experience, innovation, and operational efficiency, we invite you to apply and contribute to the success of Emirates Group. As the world’s largest international airline, our service delivery teams play a crucial role in shaping our brand and ensuring world-class standards across every touchpoint.

We have an exciting opportunity for a Vice President Business Support - Service Delivery. This key leadership role is responsible for driving strategic planning, and operational efficiency within Service Delivery, while leading initiatives to enhance business improvement.

In this role you will: 

• Lead operational productivity, process improvements, and cost initiatives for Service Delivery. Foster a culture of continuous improvement for world-class service and implement best practices and innovative solutions to boost efficiency and customer satisfaction.


• Drive transformational initiatives and document changes for enhanced communication and operational excellence across all units.


• Oversee the implementation of cost initiatives, process enhancements and efficiency in operations to ensure seamless technology integration and effective change management.


• Oversee strategic planning and successful delivery of product development projects, ensuring alignment with long-term objectives, optimized resources, and enhanced customer experience within scope and budget.


• Take ownership of developing and executing IT solutions in Service Delivery and process improvements in conjunction with internal stakeholders (EGIT) to deliver a best-in-class customer experience and measure and track ROI on transformation opportunities.


• Drive IT system enhancements, data platforms, and business intelligence tools in conjunction with internal stakeholders (EGIT) to boost decision-making and operational efficiency. Manage IT vendors for all Service Delivery technology projects.


• Oversee the Immersive Extended Reality (iXR) project to drive the successful implementation and widespread adoption of iXR initiatives across Service Delivery channels.


• Leverage data-driven insights to guide strategy, and process improvements. Analyse customer feedback to identify trends and recommend improvements.


• Act as the expert for managing the internal feedback programme/database. Collaborate with Service Delivery leaders to identify customer behaviour trends and align them with industry standards and departmental capabilities. Ensure that data-driven insights are used to guide strategy, workforce planning, and process enhancements.

To be considered for the role, you must meet the below requirements:  

• Hold a Bachelor's degree in business administration, Operations Management, or a related field, MBA or equivalent advanced degree preferred.


• Have a minimum of 12 years’ experience In-Flight Service and, or In-flight Administration.
  
  

The below-preferred skills will give you a competitive edge:

• Service Delivery Expertise with In-depth knowledge of service delivery, customer experience, and operational efficiency within the industry.


• A proven track record in developing and executing strategic initiatives aligned with organizational goals. As well as,  demonstrate the ability to inspire and lead cross-functional teams in a collaborative environment. 


• Extensive experience in Transformation and Change, driving change management, enhancing service delivery, and optimizing processes.


• Technology-Driven and skilled in deploying technology solutions for operational efficiency, customer satisfaction, and cost-effectiveness.


• Strong market analysis skills to identify trends, support competitive positioning and inform strategy.


• Sharp analytical skills for identifying process improvements and implementing cost-effective solutions.


• Excellent at conveying complex ideas to diverse audiences.


• Customer Focus with a strong commitment to enhancing customer experience through innovation.


• Problem Solving: Skilled in identifying challenges and implementing strategic solutions.