Location
Heathrow Airport

Hours
Maternity Cover - Fixed term contract 6 months. Shift pattern 4 on 4 off

Salary
Competitive

About the Role
As a Service Delivery Manager for the Heathrow PRS (Passengers Requiring Support) operation, you will be the central manager of a diverse workforce delivering crucial assistance 365 days a year. You will act as the operational manager on the ground, taking charge of daily activities, proactively managing any disruptions and ensuring our services exceed client expectations and legislative requirements. Acting as a true brand ambassador for ABM, your mission is to drive a deeply customer-focused culture while building excellent, collaborative relationships with airlines, handlers and airport authorities.

Main Duties & Responsibilities:
- Operational Management: Take confident control of the daily operation, actively managing resources, staffing levels and workflows to drive efficiency and meet Service Level Agreements (SLAs).
- Manage Operational Flow: Oversee the smooth offloading and on-loading of high-volume flights. Act quickly to ensure journey milestones are accurately tracked on PDAs, keeping operational teams fully updated on any issues requiring escalation.
- Relationship Management: Build and sustain highly collaborative partnerships with airlines, ground handlers and Heathrow Airport management to ensure a unified approach to passenger care.
- People Management & HR Processes: Manage your team through the full HR lifecycle, including return to work interviews, absence improvement meetings, and investigations for disciplinary, grievance and health & safety matters.
- Operational Control & Quality: Champion a customer-focused culture by ensuring robust daily handovers and detailed reports are completed following any service failure to drive continuous improvement.

Experience
Proven experience managing teams in a fast-paced operational environment with strong communication and influencing skills. Experience managing employees through all HR processes is essential.

About you
Resilient and robust, you thrive under pressure and remain calm in crisis situations, confidently taking ownership of a diverse team. You are a passionate customer champion with significant experience handling customer feedback directly and possess a clear understanding of disability legislation, equality and diversity principles. You are a reliable professional who maintains high standards of personal presentation, punctuality and attendance to ensure your team is effectively supported.

Qualifications
Basic IT skills for operational reporting are required.

Health & Safety Responsibilities
- Champion a "safety first" management approach, ensuring all operations are planned and executed safely in accordance with company procedures.
- Ensure all staff under your control are properly trained, briefed, and equipped to undertake their duties safely.
- Vigilantly monitor the operation for health and safety compliance, ensuring all accidents or near-misses are accurately reported to the Terminal Operations Manager.