Operations Service Manager – Above Wing (AMS)

Netherlands, Amsterdam

Airport Customer Service

06-Aug-2026

Ref #: 33475

How you'll help us Keep Climbing (overview & key responsibilities)

The Above-Wing Operations Service Manager (OSM) at AMS is responsible for providing leadership to front-line teams and the operation. Additionally, this role oversees and coordinates operational performance including, but not limited to, on-time departures (D-Zero), safety, security, customer service delivery and other key performance indicators.

This leader will serve as an operational liaison between Delta and all contracted business partners within the Amsterdam operation and reports directly to the station manager.

The areas of responsibility include (but is not limited to): boarding, Need Help Center, check-in, back-office, IROP handling, security, cabin cleaning and provisioning.

The OSM ensures adherence to the station Safety Business Plan in addition to assuring compliance to our divisional Performance and Safety standards. Moreover, this role, you will ensure distinctive customer service is delivered by demonstrating a high level of customer focus and sensitivity. As a Delta leader it is paramount that you will provide support, guidance, coaching and motivation based on individual needs and be a champion leading others through change. Continued training and development in building leadership capabilities is expected.

Ensures a smooth, safe and secure operation

Ensures distinctive customer service is delivered to Delta customers

Models Delta’s vision and values

Promotes strong leadership and team building through motivational and directional coaching

Acts cost consciously

Facilitates the implementation and acceptance of change within the workplace

Serves as liaison for all Delta initiatives across all divisions, connection carriers, and business partners

Responsible for ensuring that station goals are met or exceeded

Oversees and coordinates operational performance, including safety, on-time departure (D-Zero) and ATT (Aircraft Turn Time metrics), security and customer service delivery.

Resolves issues for customers regarding service failures or other complaints

Makes sound decisions with positive results

Demonstrates high level of customer focus, finding win-win solutions for the customer and Delta

Develops tactical plans that creates a safety-conscious environment that results in employee safety and wellbeing

Must be a key communicator, can set strong performance standards and lead business partner and vendor work teams through change, innovation and acceptance of new policies and procedures; he/she must be strategic in thought processes and show strong decision-making attitude.

Drives innovation and process improvements

Participates in daily briefing and proactively actions any concerns raised from Delta or business partners that could impact operation.

Engages in emergency response activation.

Must champion recognition and rewards.

Additional tasks may be required based on operational and business needs.

What you need to succeed (minimum qualifications)

Must have strong written and verbal communication skills in English

Must show strong analytical, organizational, and administrative skills and be able to multi-task and focus on different priorities in different operational areas at the same time.

Must possess documents to work and reside in the Netherlands at time of application. DELTA DOES NOT SPONSOR

Must be strategic in thought processes and decision-making

Have a helicopter view, are analytically strong, problem solving and have good adaptability

Must have experience making decisions in a fast-paced environment while balancing multiple priorities and time constraints

The ability to manage multiple projects or tasks

Previous leadership experience, including direct reports

Ability to coach and deliver feedback for developmental purposes

Must be approachable and have interpersonal skills that foster trust and respect

Embraces diverse people, thinking, and styles

Should exhibit strong organizational skills and the ability to delegate responsibility to direct reports

Consistently prioritizes safety and security of self, others, and personal data

Previous leadership experience, including direct reports

You are results-oriented, and a true team player and you've got a critical attitude

Working knowledge of Delta policies and procedures

Must be proficient in MS office applications

Must have schedule flexibility with varying shifts, extended hours, and “on call” requirements.

Must be performing satisfactorily in current position

Must be culturally aware and exhibit DL values

Demonstrates that privacy is a priority when handling personal data.

Consistently prioritizes safety and security of self, others, and personal data.

Embraces diverse people, thinking, and styles.

Possesses a high school diploma, GED, or high school equivalency.

What will give you a competitive edge (preferred qualifications)

Bachelor’s degree or equivalent is highly preferred

Three plus years of previous leadership experience, including direct reports.

Demonstrates expertise in operations and strong customer service skills

Three years of ACS experience in operations and customer service