Service Level Agreement Management
Assess performance of ground handling agents and form partnerships to deliver efficient ground handling, customer and passenger services
Type
Domain
Competency Area
Airline Operations
Levels
Monitor the performance of ground handling agents i
Liaise with service providers, airport agencies and ground handling agents to communicate airline ground service standards
Conduct reviews of ground handling agents’ service performance against SLAs and track daily performance
Prepare reports to track service delivery performance
Audit and suggest improvements to ground service delivery
Implement SLAs in ground service delivery in consultation with ground handling partners
Administer periodic ground service delivery audits to review performance of ground handling partners
Take appropriate actions against breaches of SLAs by ground handling partners and escalate the issues to supervisors
Develop service contract terms based on evolving legal and regulatory requirements
Manage the contracting processes with ground handling partners by providing local and regional commercial updates
Conduct market reviews of ground handling partners
Discuss with internal stakeholders and ground handling service providers to secure agreements on service level standards and commercial terms
Review and amend SLAs based on evolving passenger needs and changes in passenger service processes
Review contract terms with ground handling partners with respect to the SLAs
Make recommendations to enhance SLA audit processes
Define service delivery standards of airlines and establish partnerships
Define service level standards and frameworks for ground handling partnerships with airlines
Align SLAs across the different business functions to harmonise the service delivery requirements
Evaluate partners’ performance against SLAs through service delivery reports
Investigate breaches of legislative, regulatory or SLA requirements by ground handling partners and employ appropriate actions
Develop audit processes to ensure SLAs adhere to organisational standards