Service Delivery Manager

At Marabu Airlines, we bring people to their favorite places by the sea - and we believe the journey should already feel like a holiday. As Service Delivery Manager, you will shape the onboard experience across both Business and Economy Class, ensuring our guests feel truly welcome above the clouds.

In this role, you will lead the development of our service culture and cabin procedures, act as the key link between the crew and product teams and ensure service excellence on every flight. You will also serve as the Deputy to the Head of Cabin Management, supporting leadership topics and stepping in when needed.

Responsibilities and tasks:

Service Strategy & Culture

• Own and develop Marabu's onboard service culture and delivery strategy
• Translate our brand promise into clear, practical service standards for Business and Economy Class
  
  
  

Procedures & Documentation

• Define, implement, and continuously improve service procedures and routines for the cabin crew
• Maintain the Service Handbook, onboard announcements, and operational documentation in close cooperation with the Inflight Experience team
  
  
  

Training & Communication

• Instruct and support cabin crews in all service-related matters
• Design and conduct training sessions in line with Marabu's corporate identity (CI), ensuring consistency in style, tone, and brand experience
• Share updates and represent the service vision in internal crew forums and communications
  
  
  

Performance Management

• Monitor onboard service performance and customer satisfaction
• Define KPIs and support the Cabin Crew department in meeting service and onboard sales targets
• Review crew feedback and operational data to resolve service issues and drive improvements
  
  
  

Crew Commission & Tools

• Design and manage fair, motivating crew commission structures
• Ensure smooth implementation and compliance across all relevant systems
  
  
  

Crew Meals

• Oversee minimum standards for crew meals in alignment with catering and procurement teams
  
  
  

Uniform Standards

• Manage the selection, provision, and quality standards of crew uniforms in cooperation with suppliers and procurement
  
  
  

Partner Airline Coordination

• Represent Marabu in partner airline meetings and align shared service procedures as needed
  
  
  

Innovation & Industry Trends

• Stay informed about hospitality and airline service trends
• Benchmark against industry peers to keep Marabu's inflight experience modern, relevant, and competitive
  
  
  

Deputy Role

• Act as Deputy to the Head of Cabin Management and support leadership tasks across the department
  
  
  

Requirements

• Passion for onboard service delivery
• A minimum of bachelor's degree in management, hospitality, marketing, aviation or similar
• Proven experience in a similar role
• Ideally experience as Service Instructor
• Vast knowledge of various industry trends and practices in service delivery
• Previous leadership experience would be an advantage
• Familiarity and troubleshooting ability with Crew iPad tools, such as Teams, WebManuals, vPOS
• Excellent problem-solving skills with the ability to quickly understand and act on issues
• Willingness to solve problems outside area of expertise
• Excellent interpersonal and communication skills
• Proactivity and flexibility
• Fluency in English, both written and spoken
  
  
  

Benefits

• Inspiring and truly unique experience at the newest Estonian airline
• Competitive compensation package
• Additional 7 days of vacation per year
• Paid sick leave from first day and three health days
• Development and career opportunities
• Flexible working environment
• Opportunity to work with a dynamic and multicultural industry-leading team
• A modern office in Ülemiste, filled with exciting office events