Service Delivery Supervisor

Position Overview:

The Service Delivery Supervisor is a senior frontline leadership role responsible for the safe, reliable and customer-focused delivery of passenger services across assigned stations. The role requires an experienced, highly skilled operational leader who can manage multiple teams, shifts, and locations with limited supervision. The postholder will provide strong roster control, workforce deployment, time and attendance governance, operational assurance, performance management and incident leadership. The role ensures that employees report for duty as rostered, attendance exceptions are investigated promptly, records are accurate, staffing levels remain sufficient, and service standards are consistently achieved. The position works on a rotating roster and may be required to provide on-call and out-of-hours operational support.

Location:

Multiple roles required coverage across UAE - Hence candidates need to be flexible with regards to work location.

Shift and Safety Critical:

Position is safety critical and nature of role is to work on shift basis

Roles and Responsibility:

• Provide visible, decisive leadership to frontline passenger service employees across assigned stations, and shifts.
• Manage day-to-day service delivery against approved timetables, operating procedures, customer service standards, safety requirements and business KPIs.
• Own the effective implementation of staff rosters, ensuring optimum deployment, adequate shift coverage, appropriate skill mix, fatigue controls and compliance with working-time requirements.
• Maintain rigorous control of time and attendance, including sign-on and sign-off, lateness, absence, missed punches, overtime, shift swaps, leave, rest days and roster deviations.
• Review attendance records daily and ensure all exceptions are corrected, evidenced, approved, and submitted within payroll deadlines.
• Investigate repeated lateness, absence, roster non-compliance and attendance irregularities; conduct return-to-work or initial fact-finding discussions and escalate cases in line with company procedure.
• Work closely with Workforce Planning, HR and line management to ensure attendance, overtime and leave data are accurate and auditable.
• Control overtime and additional manpower deployment, ensuring that expenditure is operationally justified, pre-approved where required and monitored against budget.
• Develop contingency rosters and mobilize competent replacements for sickness, emergencies, service disruptions, special events or unexpected demand.
• Lead daily shift briefings, allocate responsibilities, communicate operational changes and confirm that staff are fit, competent, properly presented and equipped for duty.
• Monitor Station Staff effectiveness and hold them accountable for team discipline, service delivery, attendance management, briefings, checks and accurate completion of records.
• Conduct regular operational inspections and assurance checks across stations, recording findings and closing corrective actions within agreed timescales.
• Manage service disruptions and incidents at the appropriate command level, coordinating resources, protecting passenger safety and supporting timely service recovery.
• Ensure consistent delivery of customer service standards, including support for passengers requiring assistance, complaint resolution and effective management of difficult situations.
• Analyse service, attendance, overtime, customer, safety and operational performance data; identify trends and implement targeted improvement plans.
• Support customer satisfaction surveys, mystery-shopper programs, audits and quality reviews, ensuring actions are assigned, tracked and completed.
• Manage employee performance through regular coaching, documented feedback, objective setting, performance reviews and corrective action where standards are not met.
• Ensure training, competency and certification records remain valid; coordinate assessments and prevent unqualified or out-of-competence staff from being deployed.
• Support the Competency Management System through workplace observations, assessments, moderation, evidence checks and timely closure of non-conformances.
• Promote a strong safety and Just Culture environment, ensuring hazards, incidents, near misses, breaches and unsafe practices are reported and acted upon promptly.
• Coordinate with Control, Security, Facilities, Engineering, Revenue Protection, Customer Experience and other stakeholders to resolve operational issues.
• Maintain accurate shift reports, occurrence logs, handover records, attendance documentation, investigation notes and management information.
• Support recruitment, onboarding, probation reviews, succession planning and development of Team Leaders and frontline employees.
• Perform rostered shifts, on-call duties, emergency response and any other reasonable duties directed by management.
• Follow the contractor’s activities and the permit-to-work process with the station master.
• Handle orders for equipment and supplies in collaboration with procurement.

Academic Qualifications:

• Bachelor’s degree or recognized diploma in Transport Operations, Railway Operations, Hospitality, Business Management or a related discipline; substantial relevant experience may be considered in place of formal qualifications.

Experience:

• Minimum 7 years of relevant experience in passenger rail, metro, aviation, public transport, hospitality or another complex 24/7 customer-facing operation, including at least 3 years in a supervisory or multi-team leadership role.
• Demonstrable experience managing large teams, rosters across shifts, locations or service zones, with direct accountability for workforce deployment and service continuity.
• Strong practical experience of time and attendance management, roster administration, overtime control, absence management and payroll cut-off requirements.
• Proven ability to lead supervisors or team leaders, set clear accountability, address underperformance and manage employee conduct fairly and consistently.
• Experience handling operational incidents, service disruption, passenger complaints, emergency situations and high-demand events.

Other Skills:

• Strong knowledge of safety-critical operations, fatigue risk, competence management, operational assurance and emergency response requirements.
• Ability to interpret performance data, attendance reports and operational trends and convert findings into measurable improvement actions.
• Strong written and verbal communication skills, with the confidence to brief senior management and influence cross-functional stakeholders.
• Competent user of Microsoft Office, workforce-management, rostering, time-and-attendance and operational reporting systems.
• Fluent in written and spoken English; Arabic language capability is an advantage.
• Valid UAE driving license or ability to obtain one within 90 calendar days of Emirates ID issuance.
• Willingness and fitness to work a rotating roster, including nights, weekends, public holidays and on-call duties.