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Senior Manager Operational Support Services

Posted: 08-11-2019
Place: Doha
The Senior Manager Operational Support Services will lead a diverse team of specialists in ensuring Flight Operations and IOC have the tools, processes and facilities required to deliver an effective and efficient operation. The role will drive and lead the strategic development of business processes, IT solutions, business reporting & data solutions, flight ops training/ administration and project delivery within IOC and Flight Operations as the airline continues operational growth.

The successful candidate will be required to maintain and build strong relationships with stakeholders across IOC and Flight Operations in order to align strategic objectives and achieve continuous improvements.



Lead the reporting and analysis section providing on- going strategic and tactical direction to Managers so that the Flight Operations and IOC is provided with relevant business data and information with which to make intelligent business decisions, especially in regards to disruption management and OTP but across the wider Flight Ops sphere as well.

Lead the Flight Ops Administration department providing on- going strategic and tactical direction to Managers so that Fleet Management and Training Management receive high levels of administrative support, that Qatar Airways meets its regulatory and IOSA membership obligations with regards to flight crew training and licensing, and that general administration for Flight Operations is completed effectively and efficiently.

Lead the processes and business improvements team providing on- going strategic and tactical direction to the department Manager so that Flight Operations and IOC business processes are mapped, engineered, challenged, improved and documented in formal local procedures manuals with the aim to achieve cross functional efficiency improvements and meet external audit compliance.

Lead the systems and project teams providing on- going strategic and tactical direction to Managers in identifying, scoping and delivering high level projects across Flight operations and IOC that deliver on- time and within budget enhanced tools, facilities, processes and IT systems. Such projects include TOPS aircraft tracking and flight watch system replacement, disruption management solvers, data warehouse and BI dashboards, flight crew management and training systems such as pilot LMS, PRISM, PTRMS, and Qloud.

Working with flight operations stakeholders, including IOC, Fleet Management, Fleet Training Management and Crew Resources to identify, initiate and drive cost reductions across the business and therefore ensure greater levels of automation and productivity.

Build and develop strong working relationships with, and between, Flight Operations, IT, HIA, Group Solutions and other internal and external stakeholders in order to ensure high levels of service delivery in terms of systems and facilities.

Ensure that Flight Ops Support Services teams comply with legislative, regulatory and company requirements.

Provide direction for the production of Flight Ops Support Key Performance Indicators in order to measure operational performance and improvement.

Identify and analyse adverse trends in Operational Support functions and pursue improvements accordingly.

To remain aware of on- going industry developments within flight operations and IOC, evaluate and make strategic recommendations to VP IOC / CFOO for associated changes and improvements.

Management & Leadership

Regularly evaluate Operational Support Services objectives, plans, procedures and practices, and make appropriate changes if needed.

Develop and promote a culture of continuous improvement within Flight Ops and IOC

Guide, advise, lead and set strategic direction in the organisational structure, recruitment, development and discipline of all staff within the overall Operational Support Services department.

Oversee and supervise direct report employees. Direct daily activities, recruit, train, develop and discipline to ensure a high standard of service delivery.

To act as a ‘champion’ of the IOC and Operational support Services promoting the qualities and benefits of operational control, business continuity, use of decision support and IT tools and associated projects.

Lead and direct senior staff to enable them to meet their potential developing an environment that encourages and supports empowerment, initiative and accountability.

Job Specific Skills:

To be effective in this role, you will require:

Highly developed planning, analytical and problem solving skills

Understanding of key stakeholder functions including cabin services, flight operations, safety and finance

Well- developed understanding of the commercial impacts of operations and associated financial/budgetary work

Well- developed interpersonal skills and effective in a multicultural setting

Intermediate/advanced level of Microsoft Office (Word, Excel, PowerPoint, Outlook, Access) skills

Excellent English communication (written and spoken)

Managerial skills - Ability to delegate work, set clear direction and manage workflow. Strong mentoring and coaching skills. Ability to train and develop subordinate's skills. Ability to foster teamwork among team members.

Qualifications and Experience:


Relevant College or University qualification to min Bachelor's level (essential)

Master Degree (preferred)

Aviation related qualification (preferred)

Previous Experience:

Minimum 10 years relevant experience .

Network Control, Airline Operations, and IOCC experience.

Experience in IOCC management.

Experience in contributory areas of airline operation including cargo, ground handling, airport operations, maintenance etc.

Note: you will be required to attach the following:

1. Resume / CV

2. Copy of Highest Educational Certificate

3. Copy of Passport


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