Heathrow Service Delivery Lead – 24/7 Passenger Support

ABM UK; Hounslow; On-site; GBP 65,000 - 90,000; Full time

Benefits offered by this job

24/7 GP

Mental health support

Cycle to work

Perks at Work

Financial and legal support

Job summary

ABM UK is seeking a Service Delivery Manager for Heathrow PRS operations. You will act as the on-site operational manager, leading a diverse team, ensuring passenger assistance 365 days a year, and exceeding client expectations while complying with regulatory requirements.

You will manage night shift resources, oversee loading/unloading, coordinate handovers, and drive a customer-focused culture in collaboration with airlines, ground handlers and airport authorities.

Qualifications

• Proven experience managing teams in fast-paced operations.
• Strong communication and influencing skills for HR processes.
• Knowledge of disability legislation, equality and diversity.

Responsibilities

• Take control of night shift operations, manage resources and SLAs.
• Oversee flight handling, PDAs tracking, and shift handovers.
• Coordinate asset management and maintain reporting.
• Build collaborative relationships with airlines, handlers and airport authorities.
• Lead HR lifecycle activities including return-to-work interviews and investigations.
• Ensure robust daily handovers and incident reporting for continuous improvement.

Skills

Team leadership

Stakeholder management

HR processes

Customer focus

Job description

ABM UK is seeking a Service Delivery Manager for Heathrow PRS operations. You will act as the on-site operational manager, leading a diverse team, ensuring passenger assistance 365 days a year, and exceeding client expectations while complying with regulatory requirements.

You will manage night shift resources, oversee loading/unloading, coordinate handovers, and drive a customer-focused culture in collaboration with airlines, ground handlers and airport authorities.