Job Description: Delivery Partner – Airline Domain

Role Summary

We are seeking a high-caliber Airline Delivery Partner (18+ years exp) to lead service delivery for a $15M

annual portfolio. Based in Chennai, this role is designed for a resilient leader who thrives in a high-

pressure, 100% office-based environment. Candidate must possess superior communication skills and a

proven track record of managing US customers, ensuring elite-level delivery and operational excellence.

Key Responsibilities

• Portfolio & P&L Ownership: Full accountability for the financial and operational health of a

$15M annual airline account, ensuring profitability and sustainable growth.

• US Stakeholder Management: Candidate must have extensive experience in managing US

customers, demonstrating a deep understanding of US business culture, time zones, and high-

touch service expectations.

• Incident Management (Sev-1): Candidate must serve as the primary lead for all Severity 1

tickets. The candidate must be prepared to lead "war rooms" and handle late-night escalations

to ensure rapid service restoration for mission-critical airline systems.

• Floor Discipline & Presence: Candidate must lead by example with a 100% Work from Office

(WFO) commitment. The candidate will be responsible for enforcing shift adherence,

professional decorum, and strict operational rigor on the delivery floor in Chennai.

• Customer Relationship Recovery: Candidate must proactively manage customers and navigate

high-stakes escalations. Turn challenging client dynamics into stable partnerships through

transparent governance and consistent delivery.

• Team Leadership & Mentorship: Candidate must lead and inspire a diversified global team,

maintaining high team morale and providing active coaching/mentorship within a demanding

24/7 shift-based environment.

Required Domain Expertise & Skills

• Airline Industry Mastery: Candidate must possess comprehensive functional knowledge of the

Airline Industry, including but not limited to Passenger Services, Revenue Accounting, Cargo,

and Airline IT operations.

• Superior Communication: Candidate must possess excellent verbal and written communication

skills, with the ability to articulate complex technical issues clearly to C-suite executives and US

stakeholders.

• Operational Resilience: Proven track record of managing large-scale teams through complex

shift rotations and critical system outages.

• Commercial Acumen: Ability to drive account growth, manage contract renewals, and prevent

revenue leakage.

Experience & Qualifications

• Experience: 18+ years total (Minimum 5–8 years specifically within the Airline/Aviation

industry).

• Customer Exposure: Mandatory past experience handling US customers.

• Location: Chennai (Office-based).

• Education: B.Tech / M.Tech