Service Delivery Officer

Worldwide Flight Services (WFS), part of the SATS Group, is a prominent name in the international air cargo industry with over 46,500 employees worldwide. Our operations at Schiphol, Europe's third busiest airport, are fundamental to the logistical flow and trade through one of Europe's busiest airports. Our services ensure that goods reach their destinations worldwide quickly, safely, and efficiently. We handle the reception, storage, and preparation of both import and export cargo. This involves sorting, securely storing, and preparing goods for further distribution. We unload trucks, assemble cargo on aircraft pallets or in containers, ensuring that every package reaches its destination elsewhere in the world. Our work is diverse, handling every imaginable type of cargo, making it enjoyable as the world passes by us daily.

Service Delivery Officer

As a Service Delivery Officer, you play a crucial role in coordinating, managing, and improving our customer service processes. Acting as a proactive partner, you are focused on enhancing customer value. Are you up for the challenge?


Responsibilities include:

  • Being the direct link to our clients, actively searching for service-related issues and addressing them proactively;
  • Conducting meetings and discussions with clients, while drafting formal minutes and action points;
  • Communicating with respect and honesty, adhering to the correct code of conduct and ethics, with prompt responses to clients;
  • Identifying performance issues with clients and proposing solutions, in collaboration with local WFS teams, to improve and quantify performance;
  • Managing projects to ensure all involved parties act in a timely manner and provide feedback;
  • Evaluating Cargo IQ performance and ensuring offsets remain up-to-date and meet SLA requirements;
  • Managing, assessing, and implementing measurable processes according to customer SLAs, and identifying high-quality, non-measurable items for the commercial team, as well as risk items for penalties/SLA compliance;
  • Preparing accurate CAPA reports, ensuring they meet the correct standards and are implemented.


Your profile:

  • Bachelor's degree level of education and thinking;
  • Ability to work variable hours;
  • Multilingual skills are a plus;
  • Experience in a similar role is preferred;
  • Knowledge of procedures and manuals management;
  • Strong communication skills, in Dutch and English, both verbally and in writing;
  • Proficiency in Microsoft Office software tools;
  • You are flexible, resilient to stress, and maintain an overview;
  • You have a decisive personality and are decisive;
  • You are proactive and set the right priorities;
  • You can quickly anticipate issues that hinder process progress.


What we offer:

  • A challenging job in a dynamic international environment at Schiphol;
  • A competitive salary with excellent secondary benefits.

If you are interested in the above profile, please send your CV and a short motivation to Mirjam Hellinga, HR Manager. Email:

Acquisition in response to this profile is not appreciated.