Job Description:

How youll help us Keep Climbing (overview & key responsibilities)

The Operations Service Manager (OSM) provides direct leadership to Delta front-line Airport Customer Service (ACS) teams and is responsible for delivering safe, efficient, and customer-focused airport operations. This role oversees daily performance across key operational areas, including safety, security, on-time departures (D-Zero), customer service delivery, and other critical performance indicators.

The OSM serves as the primary operational liaison between Delta and contracted business partners, vendors, government agencies, and local authorities. Strong relationship-building skills and the ability to influence cross-functional teams are essential to achieving consistent operational results.

Key responsibilities include coordinating Above Wing activities—such as check-in, gate operations, customer handling, and irregular operations support—while ensuring alignment with Safety, Security, and Quality standards. The OSM actively monitors the operation, identifies at-risk behaviors, conducts safety observations, and provides coaching, training, and corrective action when needed.

The OSM supports investigations, incident reviews, safety meetings, and implementation of the station Safety Business Plan (DVR in accordance with Italian DL81/08 regulations). They must communicate timely and accurate information, set clear performance expectations, ensure accountability, and lead teams through change.

As part of the station leadership team, the OSM manages performance appraisals, quality assurance observations, coaching conversations, and administrative responsibilities. Ongoing leadership development and commitment to building a safety-, security-, and customer-focused culture are essential.

What you need to succeed (minimum qualifications)

Must have valid authorization to live and work in the EU (including Italy) at the time of application. Delta does not provide visa sponsorship for this role.
Fluent in English and Italian, both written and verbal.
Leadership experience in an operations, aviation, transportation, or services-based environment.
Ability to lead frontline teams in a aviation operational environment, including varying shifts, extended hours, holidays, and on-call requirements.
Demonstrated experience making real-time operational decisions in fast-paced or high-pressure conditions.
Proven ability to manage irregular operations (IROPS) and drive effective service recovery actions.
Strong ability to evaluate operational performance, identify gaps, and implement process improvements that enhance the customer experience.
Experience handling conflict resolution, employee relations issues, and frontline performance management.
Skilled in coaching, developing, and motivating high performing teams.
Able to set, communicate, and uphold high safety, security, and performance standards for self and others.
Ability to embrace diverse people, perspectives, and working styles.
Strong organizational and prioritization skills with the ability to manage competing operational demands.
Working knowledge of Microsoft Office and the ability to learn and utilize Delta operational and reporting systems.
Ability to travel as required.
High school degree or equivalent.

What will give you a competitive edge (preferred qualifications)

Demonstrates expertise in airport operations and strong customer service skills.
3 plus years of previous leadership experience, including direct reports.
Knowledge of SNAPP, Deltamatic and other relevant airport technology.
College degree.

Job Ident #: 31488

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