Service Delivery Supervisor

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. 

Key Responsibilities

On-Ground Task Supervision & Execution

Drives results, Action Oriented, Customer Focus

•  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

Operational Control & Compliance

Ensures Accountability, Courage, Customer Focus

•  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.

Discrepancy Management & Evidence Capture

Action-Oriented, Ensures Accountability

•  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.

Coordination & Escalation Support

Collaborate, Courage

• 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.

Team Oversight & Daily Discipline

Ensures Accountability, Collaborates

• 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.

Performance Awareness & Continuous Improvement

Drives results, Business Insights

• 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.

Our Values in Action

• Be humble and curious - Observes operations closely, asks questions, and seeks to understand root causes of issues.
• Inspire, empower, and prosper - Sets a positive example on the ground and encourages reliable, disciplined execution.
• Team up to be better - Works collaboratively with colleagues, partners, and supervisors to deliver outcomes.
• Be passionate about our customers - Understands how accurate service delivery protects customer confidence and asset availability.
• Take ownership and get things done - Acts immediately on issues and ensures tasks are completed properly.
• Be eager to win - Focuses on reducing errors, loss, and rework through strong supervision.
• Build a better future - Supports safer, more consistent, and more reliable service delivery practices.

The Small Print

The role of Service Delivery Supervisor focuses on supervising front-line service delivery execution and enforcing operational standards at the station level, with local stakeholders not limited to only airlines or GHA. The role is essential to maintaining accuracy, compliance, and discipline in daily ULD pooling operations, and acts as a single OCC voice for all on-ground clarifications.

This document outlines the key responsibilities and expectations of the role, but it is not an exhaustive list. Responsibilities may evolve in line with operational requirements, station needs, and organisational priorities.

Skills & Experience

• 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.