The Operations Service Manager (OSM) plays a key leadership role in ensuring the safe, reliable, and customer‑focused delivery of Delta’s airport operations in Lisbon and Porto. Based in Lisbon and commuting periodically to Porto, the OSM provides day‑to‑day operational leadership, partners with contracted service providers, and drives performance across safety, on‑time performance, customer service delivery, compliance, and operational excellence.

This role requires a proactive, strategic leader who excels in a fast‑paced environment, demonstrates strong people leadership, and can collaborate effectively across multiple stakeholders and stations.

Key Responsibilities

Operational Leadership & Performance

• Provide daily operational oversight to ensure safety, security, service quality, and operational reliability in both Lisbon and Porto stations.
• Lead the station’s performance across key KPIs including safety, D‑Zero on‑time departures, customer experience, baggage performance, and service partner delivery.
• Serve as the primary operational liaison between Delta and all contracted handlers/business partners, maintaining strong relationships and clear operational expectations.
• Conduct routine safety and performance observations, identify at‑risk behaviors, and provide coaching, training, and corrective action where needed.

Safety & Compliance

• Ensure full adherence to Delta’s Safety Management System, divisional performance standards, and all regulatory procedures.
• Participate in incident investigations, safety reviews, Injury Prevention Group sessions, and station safety meetings.
• Promote a strong safety culture through leading by example and reinforcing safe behaviors.

People Leadership & Development

• Set clear performance expectations, conduct coaching conversations, and ensure accountability for both internal teams and contracted partners.
• Conduct performance appraisals, quality assurance observations, and developmental discussions as required.
• Recognize high performance and foster an environment where individuals feel valued and supported.
• Lead teams through operational and organizational change with transparency and effective communication.

Customer Experience

• Ensure Delta’s distinctive customer service culture is consistently delivered across airport touchpoints.
• Act as a visible leader during peak operation periods, supporting staff, resolving issues, and ensuring exceptional service standards.

Strategic & Tactical Execution

• Contribute to station planning, resource readiness, and operational readiness for new or seasonal routes.
• Develop improvement plans for operational efficiency, safety, and customer-service enhancements.
• Support cross‑station alignment between Lisbon and Porto for processes, training, and performance monitoring.