About Us

Headquartered in Singapore, SATS Ltd. is one of the world’s largest providers of air cargo handling services and Asia’s leading airline caterer. SATS Gateway Services provides airfreight and ground handling services including passenger services, ramp and baggage handling, aviation security services, aircraft cleaning and aviation laundry. SATS Food Solutions serves airlines and institutions, and operates central kitchens with large-scale food production and distribution capabilities for a wide range of cuisines.

SATS is present in the Asia-Pacific, the Americas, Europe, the Middle East and Africa, powering an interconnected world of trade, travel and taste. Following the acquisition of Worldwide Flight Services (WFS) in 2023, the combined SATS and WFS network operates over 225 stations in 27 countries. These cover trade routes responsible for more than 50% of global air cargo volume. SATS has been listed on the Singapore Exchange since May 2000. For more information, please visit www.sats.com.sg

Why Join Us

At SATS, people are our greatest asset and we build our success on the knowledge, expertise and performance of every contributor, by embracing diversity and uniqueness. As part of our holistic approach and commitment to embracing FAM (Fulfilling, Appreciated, Meaningful) in the workplace, we offer the runway to develop Fulfilling careers that foster your career growth, recognising and Appreciating the strength of talent and capabilities that we continue to build internally; and inspiring and encouraging each other to make Meaningful contributions in the work we do at SATS.

Key Responsibilities

Lead the Service Delivery function for SG Hub, ensuring service commitments are clearly defined, measured, delivered, communicated, and recovered when performance deviates. The role provides a single point of accountability for customer-facing service performance, translating operational outcomes into clear, fact-based narratives that build trust with airline customers and partners.

The role establishes the Service Delivery operating model, governance framework, SLA standards, escalation management approach, and customer engagement cadence. It ensures alignment between local delivery, global network coordination, and customer expectations, while representing SG Hub in senior customer discussions and driving consistent service recovery, transparency, and customer confidence across the airline portfolio.

• Define and govern the SG Hub Service Delivery framework, including account segmentation, SLA governance, service review standards, and escalation principles.
• Establish clear roles and boundaries between Service Delivery and Operations, Quality, Performance, Commercial, and other functions to ensure effective collaboration.
• Provide leadership oversight for global and network airline accounts, ensuring consistent service positioning, escalation handling, and recovery narratives across regions.
• Lead the evolution of Service Delivery governance, tools, SLA templates, and best-practice frameworks to support changing customer and network needs.
• Represent SG Hub in senior airline, group, and cross-hub service discussions, including material service incidents and strategic customer reviews.
• Ensure material service risks and issues are identified, escalated, communicated, and recovered through a disciplined governance process.
• Act as the single accountable owner for customer-impacting service issues, coordinating updates and recovery actions across relevant functions.
• Define business requirements for Service Delivery systems, dashboards, and SLA tracking to improve visibility and governance.
• Build and sustain a high-credibility Service Delivery function known for strong judgement, customer trust, and effective issue resolution.
• Develop team capability in managing complex airline relationships, multi-station issues, and global escalations.

Key Requirements

• With 15 years of relevant experience in aviation operations, service performance, customer management, customer‑facing operational governance roles, with minimum 8-10 years in senior stakeholder-facing or leadership roles.
• Proven experience managing airline customers, SLAs, and service recovery in complex, time-critical environments.
• Strong working knowledge of Cargo and/or Ground Handling operations, including operational constraints and service risks.
• Demonstrated ability to lead senior customer and executive-level conversations, including sensitive escalations.
• Strong ability to influence without direct authority, across Operations, Commercial, and other support functions.
• Ability to translate complex operational outcomes into clear, credible, customer‑ready narratives.
• High judgement, composure, and decisiveness under pressure.
• Experience building and leading teams focused on governance, coordination, and stakeholder engagement rather than execution.
• Strong written and verbal communication skills, with ability to tailor messaging across different audience.
• Post-graduate qualifications e.g. MBA is advantageous
• Highly motivated, detail-oriented and able to manage priorities in a fast-paced environment.