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Airport Delivery Manager

Duration: 12 month contract to permanentThe Airport Delivery Manager is to provide quality and consistency of ongoing service delivery and field service management for the range of our client's Airport IT products and services to the JFK airport Terminal 4. The Airport Delivery Manager will act as the Single Point of Contact for the customer to address all their queries, concerns, and service requests, working with the internal team to provide timely resolutions. The Airport Delivery Manager mobilizes line organizations to assure delivery of our client's commitments in line with customer expectations.Must Haves:• Experience with Airport operations• Ability to manage customer incidents, meet contractual SLAs, initiate timely escalations, and provide comprehensive Incident Management Reports (IMRs) for high-severity incidents.• Capable of adapting to changing operational needs in a 24x7 setting as needed.• Process oriented• Skilled in understanding customer needs, driving service improvements, proposing business development plans, and maintaining effective communication through service reports and regular review meetings.Day to day:• Monitor on-going incidents, escalate unresolved issues within SLA timelines.• Provide detailed Incident Management Reports (IMRs) for high-severity cases.• Prepare service reports, lead performance review meetings, and drive service improvement plans by addressing risks and aligning with customer needs.• Supports the RMA process, in coordination with ESP L1 support.• Prioritizing and categorizing customer change requests following defined JFKIAT Change Management Process.• Assist the customer in formalizing any functional requirements, initiate the CP process and ensure the customer requirements are understood, obtain sizing, and build commercial proposal.• Work closely with the customer and internal stakeholders to ensure understanding of customer requirements and deliver commercial proposals.• On standby for monitoring of updates to all systems and responsible for any subsequent airline testing.
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What You Should Know About Airport Delivery Manager, Insight Global

Are you ready to take on a pivotal role in the bustling environment of JFK Airport? Join us as an Airport Delivery Manager with our thriving company based in New York, NY! In this dynamic 12-month contract position that may lead to permanent employment, you will be at the forefront of providing top-notch service delivery and management for our exciting range of Airport IT products and services. In this role, you’ll be the Single Point of Contact for our esteemed customers, managing their queries, concerns, and service requests with grace and efficiency. Your adaptability in a 24x7 setting will come into play as you ensure all customer incidents are managed swiftly, and contractual SLAs are met without delay. You’ll have the chance to showcase your expertise in understanding complex customer needs, driving service enhancements, and preparing comprehensive Incident Management Reports (IMRs). Every day, you’ll engage in vital tasks such as monitoring ongoing incidents, leading performance review meetings, and championing service improvement plans. Not to mention, you’ll collaborate closely with both customers and internal teams to ensure clarity on requirements and the delivery of commercial proposals. This is not just a job; it’s an opportunity to make a real difference in the operations of one of the world’s busiest airports while developing your career in an innovative and supportive environment. If you thrive on challenge and are passionate about outstanding service delivery, we would love to hear from you!

Frequently Asked Questions (FAQs) for Airport Delivery Manager Role at Insight Global
What are the primary responsibilities of an Airport Delivery Manager at JFK?

As an Airport Delivery Manager at JFK, your main responsibilities include managing service delivery for Airport IT products, providing a single point of contact for customers, and ensuring incident management aligns with service level agreements (SLAs). You'll also lead performance reviews, drive service improvements, and coordinate with various stakeholders to meet customer requirements effectively.

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What qualifications are required for the Airport Delivery Manager position in New York?

To excel as an Airport Delivery Manager in New York, candidates should have experience with airport operations, a solid understanding of incident management processes, and the ability to manage high-severity incidents efficiently. Process-oriented skills and strong communication capabilities are also crucial for collaborating with customers and internal teams.

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How does the Airport Delivery Manager handle customer incidents at JFK Airport?

The Airport Delivery Manager is responsible for monitoring ongoing customer incidents, ensuring they are logged and escalated within SLA timelines. You will prepare detailed Incident Management Reports (IMRs) for serious cases and liaise with both the customer and internal teams to address unresolved issues quickly and effectively.

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What does the day-to-day work look like for an Airport Delivery Manager at JFK?

On a daily basis, an Airport Delivery Manager will monitor incidents, prepare service reports, and drive performance review meetings. You will categorize customer change requests and assist with proposals based on customer needs, ensuring alignment with the JFKIAT Change Management Process.

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What skills are essential for success as an Airport Delivery Manager?

Essential skills for success in the Airport Delivery Manager role include the ability to adapt to operational needs in a fast-paced environment, strong process-oriented thinking, and excellent communication skills for engaging with customers and stakeholders. Additionally, a passion for service excellence and proactive problem-solving capabilities are key to thriving in this position.

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Common Interview Questions for Airport Delivery Manager
Can you describe your experience with managing customer incidents as an Airport Delivery Manager?

In answering this question, provide specific examples of your past experiences with incident management, including the types of incidents you managed, how you escalated issues, and the outcomes. Highlight your ability to meet SLAs and your communication skills in keeping customers informed throughout the process.

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How do you prioritize multiple service requests at JFK Airport?

Discuss your approach to prioritization, emphasizing your process-oriented mindset. Explain any frameworks or methodologies you apply to categorize requests based on urgency and impact and how you maintain communication with customers during the process.

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What strategies do you implement to ensure customer satisfaction?

Mention your commitment to understanding customer needs, regular communication, and feedback loops. Provide an example of how you’ve implemented service improvements based on customer insights and how it positively affected their satisfaction.

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How do you handle high-severity incidents and prepare Incident Management Reports?

Explain your process for addressing high-severity incidents, from initial assessment to resolution. Detail how you compile Incident Management Reports, the key metrics you include, and how you communicate with stakeholders to mitigate similar issues in the future.

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What tools or software do you utilize for incident management?

Share the tools you are familiar with, highlighting any specific experience with incident management systems. Discuss how these tools enhance your ability to monitor, resolve, and report incidents efficiently.

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Describe a challenging situation you faced in a previous role and how you overcame it.

Provide a concrete example of a challenging incident involving a customer or operational issue. Highlight your problem-solving skills and teamwork as you navigated through the difficulties while ensuring service delivery standards were maintained.

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How do you keep up with changes in technology affecting airport operations?

Talk about your commitment to continuous learning, whether through industry conferences, webinars, or professional networks. Illustrate how your proactive approach enables you to stay informed and adapt to technological advancements.

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What does effective communication look like when dealing with customers?

Effective communication in your view includes active listening, clear and concise messaging, and being responsive to customer needs. Provide an example of how communication has helped resolve past issues successfully.

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Can you give an example of how you have driven service improvement in your previous role?

Detail a specific service improvement initiative you led, including the methodology used, the goals set, and how you measured success. Emphasize the impact of this initiative on customer satisfaction and operational efficiency.

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How do you handle stress when working in a fast-paced airport environment?

Discuss your strategies for managing stress, such as time management techniques, maintaining a positive mindset, and seeking support from colleagues. Illustrate your resilience in high-pressure situations with an example from your experience.

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DATE POSTED
December 18, 2024

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