Service Delivery Agent CAREERS : APPLY NOW FOR THE LATEST VACANCIES

emirates has earned a reputation for offering industry-leading services on the latest and most efficient wide-body aircraft in the skies, and this success is underpinned by safety, which remains the top priority at all times.Over 50 million passengers travelled on Emirates last year across its global network of more than 150 destinations. As passenger numbers and destinations continue to grow, managing safety at the airline remains at the forefront of all operations.Safety is one of the corporate values, setting out the purpose of the organisation and ensuring that safety is embedded in every practice.“Protection of customers, staff and assets is ensured through a ceaseless commitment to international and all other appropriate safety standards and through the adoption of practices that emphasise safety as a paramount personal responsibility.”
HH Sheikh Ahmed bin Saeed Al-Maktoum,
Chairman and Chief Executive Emirates Airline & GroupA strong organisational safety culture is in place, where employees are encouraged to proactively contribute to the continuous improvement of the airline’s safety.

The Safety Management System (SMS) is guided by International Civil Aviation Organization (ICAO) standards and recommended practices. It meets all regulatory requirements of the General Civil Aviation Association (GCAA).The SMS consists of four components and 12 elements: Safety Policy and Objectives, Safety Risk Management, Safety Assurance and Safety Promotion. Commitment to safety is fully articulated in the Safety Policy (Opens in a new window).Extensive safety communication and training programmes ensure that every employee understands individual responsibilities and the role played in maintaining the overall safety of the airline.

At the heart of the operation is a rigorous safety-risk-management mindset and a strong focus on safe behaviour and safety practices. Thorough risk and change-management principles are applied to all operational areas, including Flight Operations, Cargo, Engineering, Ground Operations and Cabin Safety.The airline operates one of the youngest fleets in the skies and strives constantly for continuous improvement in safety. Proactive initiatives include:

• The introduction of new operational digital tools and technology designed to improve safety efficiencies
• Investments in state-of-the-art analytical technology that support proactive and predictive safety-management activities
• Participation and leadership roles in various globally recognised aviation-safety groups
• Frequent data sharing with international aviation bodies and other organisations for the continuous improvement of safety across the wider industry

Workplace Health and Safety (WHS) is an important component of the SMS. The WHS strategy aims to keep employees healthy, prevent injury and provide a safe and healthy workplace.Employees are encouraged to work safely, use the correct Personal Protective Equipment and ensure that work instructions and standard operating procedures are followed. Every employee holds a personal responsibility to prevent unsafe acts and situations.Preparing for the unthinkable is challenging, yet it remains a vital part of the organisational culture at Emirates.A programme known as emcare and immediate-response teams are kept on standby. Humanitarian support is delivered to passengers affected by crises such as natural disasters, sickness, accidents or other forms of trauma.The belief guiding this approach is simple: it is better to be prepared for an event that never happens than to be unprepared for an event that does. Regular exercises are conducted to ensure constant readiness to support the wellbeing of passengers and colleagues in any emergency situation.

The position of Service Delivery Agent – Tracing – DWC is part of dnata, one of the globe’s largest air and travel services providers. dnata delivers ground handling, cargo, travel, catering, and retail services at more than 130 airports located across over 34 countries spanning six continents. The organization plays a key role in ensuring that the travel and cargo experience remains efficient, safe and seamless from beginning to end. The Service Delivery Agent contributes directly to this mission by ensuring accurate and timely processing of all export cargo and by maintaining strong oversight of landside and airside cargo handling operations.

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The role requires a high level of attention to detail, regulatory awareness and strong operational discipline. The primary responsibility is to ensure safe, compliant and timely processing of all export cargo while maintaining strict adherence to industry regulations, including IATA standards, country-specific rules and local authority requirements. A significant focus of the position is the administration, monitoring and control of all special cargo types, including dangerous goods, sensitive shipments, time-critical consignments and regulated items. Responsibilities also include preparing and updating airway bills, entering flight data into operational systems and following the exact instructions provided by both shippers and carriers.The Service Delivery Agent ensures compliance with all relevant safety, environmental and quality management policies. The role is expected to maintain a healthy and safe working environment by adhering to established protocols, participating in regular safety briefings and intervening whenever operational risks are identified. Demonstrating safe behavior, addressing potential hazards and following up on corrective actions form a key foundation of the job.Daily operations involve applying departmental policies, processes and standard procedures with full commitment to accuracy and consistency. Adaptability is essential, especially when changes occur in operational guidelines or when new standards are introduced. The ability to absorb updated procedures and implement them without compromising efficiency is a critical aspect of success in the position.

All regulatory and IATA standards, including Regulated Agent 3, ISO, IOSA/ISAGO, GDP and CEIV requirements, must be followed. The Service Delivery Agent ensures that operational staff comply with these standards during all aspects of cargo handling. Assigned tasks include the completion of documentation and system updates for both import and export counters, ensuring all activities are carried out effectively and completed on time.Coordination with Government Authorities forms a substantial part of the role. The Service Delivery Agent interacts with Customs, Municipality, Health Authorities and Police to support the smooth movement of cargo, mail and courier shipments. Effective communication with these agencies ensures timely clearances, reduced delays and continued compliance with legal processes. When handling dangerous goods and other regulated cargo, the Service Delivery Agent carries out mandatory checks in strict compliance with international and local regulations. Accuracy in this area ensures that all consignments are handled safely and responsibly. Operational units and support departments rely on the Service Delivery Agent for timely and precise information, especially during critical situations or when quick decision-making is required.

For product-specific and special cargo codes, the Service Delivery Agent verifies customer authority for import shipments before releasing goods to ensure full compliance with governing protocols. Customer service is a significant component of the role, and the Service Delivery Agent continually seeks improvement opportunities to enhance customer satisfaction for dnata cargo clients visiting the service counters.Support is provided to supervisory staff during ad-hoc audits, ensuring transparency, completeness of records and compliance with procedural requirements.

Qualification Requirements

Candidates must meet the following criteria to be considered for the position:

• Completion of High School with a Certificate (12 years of schooling) or a Diploma
• A minimum of 2–4 years of experience in ground handling or a related operational field
• A valid UAE Driving Licence, required to obtain an ADP permit for equipment operation
• Good English communication skills, both written and spoken

dnata’s operations on the ground contribute significantly to keeping the global aviation industry functioning. As one of the largest air services providers in the world, dnata maintains a presence in more than 80 countries, offering extensive expertise in ground handling, cargo logistics, travel services and flight catering. The organization continues to expand rapidly and seeks individuals who exhibit creativity, innovation and strong operational capabilities. More than 40,000 employees contribute to dnata’s global success, and potential candidates with vision and ambition are encouraged to explore opportunities and begin a rewarding professional journey. Interested applicants may visit dnata.com/careers to apply.

Salary & Benefits

The position offers an attractive tax-free salary in Dubai along with exclusive travel benefits unique to the aviation industry. Employees receive discounts on flights, hotel stays and other travel-related services across the world. Further information about employee benefits can be found in the “Working Here” section of the Emirates Group careers website. Candidates interested in understanding more about life in Dubai can explore the “Dubai Lifestyle” section for insights into living and working in this cosmopolitan city.

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