Sydney Service Delivery Manager

OACIS is on the hunt for a dynamic Service Delivery Manager to take the reins at Sydney Airport. If you thrive on fast pace, love building relationships, and get a buzz out of turning great service into unforgettable customer experiences, this is your runway to something exciting.

About OACIS

OACIS is a growing aviation services company with a vision of creating freedom, flexibility, and fun for air travellers. We're customer-obsessed, safety-driven, and we believe work should be enjoyable — not just effective. Join a team that's proud to call itself the best in the business and means it.

About the Role

As Service Delivery Manager, you’ll be the driving force behind OACIS’s service delivery at Sydney Airport, combining strategic leadership with hands-on operational excellence

Reporting directly to the COO, you’ll lead and develop a talented team across customer-facing and operational support functions, ensuring consistently high standards of service, safety and performance.

You’ll also be a key relationship manager, building strong and productive partnerships with clients, colleagues, suppliers and airport authorities. With a focus on continuous improvement, accountability and exceptional service delivery, you’ll play a critical role in ensuring OACIS operates efficiently and delivers an outstanding experience for its customers and stakeholders.

This is a role for someone who loves variety, thinks on their feet, and takes real pride in getting it right — every passenger and customer, every day.

What You'll Be Doing

• Building and maintaining outstanding relationships with Sydney Airport and all key OACIS stakeholders
• Leading, coaching, and motivating a team delivering seamless, world-class customer service
• Monitoring daily service delivery performance, identifying trends, and taking proactive corrective action where standards are not being met
• Spotting opportunities for continuous improvement and turning them into action
• Getting ahead of service delivery challenges and resolving them quickly, professionally, and with clear communication to Sydney Airport and relevant stakeholders
• Owning service performance reporting and using the data to drive smarter decisions
• Championing and protecting the OACIS reputation as the best in the industry

What You'll Bring

• Proven experience in customer service, airline or airport operations is essential
• Hands-on people leadership experience — you know how to bring a team together
• A cool head under pressure, and sharp organisational and time management skills
• Excellent attention to detail and top-tier communication skills
• A positive, can-do approach to change and a genuine drive to make things better
• Eligibility to obtain an Aviation Security Identification Card (ASIC) and, if required, an airside driver's licence

Why You'll Love It Here

• A career in the exciting, fast-moving world of aviation
• Full training plus ongoing development to help you grow
• Flexible leave and rostering arrangements
• A supportive, fun team with a genuinely bright future
• The chance to make a real, visible impact for one of the most iconic airports in Australia

At OACIS we embrace diversity, inclusion, and equality — we believe the more inclusive we are, the better our work will be. We'd love to hear from people of all backgrounds who share our passion for exceptional service.  If you can answer the questions below, then we want to hear from you now!

• How many years of experience do you have working in the aviation industry?
• Do you have experience in a customer service leadership role?
• Have you managed or led medium to large teams (100+ staff)?
• Have you worked in a customer service environment at an airport?
• Do you currently hold, or are you able to obtain, an Aviation Security Identification Card (ASIC)

• Do you hold, or are you able to obtain, an airside driver's licence?
• Are you comfortable working in a fast-paced, high-pressure operational environment?
• Are you an Australian/New Zealand citizen

Ready to take off with us? Apply now.