Heathrow Service Delivery Lead – Night Ops

ABM UK; Harlington Corner; On-site; GBP 42,000 - 62,000; Full time

Benefits offered by this job

24/7 GP

Mental Health support

Get Fit Programme

Financial and legal support

Cycle to work scheme

Job summary

ABM UK is recruiting an experienced Service Delivery Manager for the Heathrow PRS operation. You will lead a diverse team 365 days a year, ensuring passenger care is delivered on time and in line with client expectations.

The role requires strong leadership, shift management on a 4 on 4 off pattern, and collaboration with airlines, airport authorities and ground handlers. A full UK driving license and IT literacy are essential.

Qualifications

• Effective Manager: You have proven experience managing teams in a fast-paced operational environment, bringing strong communication and influencing skills, as well as experience managing employees through all HR processes.
• Resilient & Robust: You thrive under pressure and see a clear way through uncertainty. You remain incredibly calm in a crisis and confidently take ownership of a diverse team.
• Passionate Customer Champion: You possess significant experience handling customer feedback directly, backed by a clear understanding of disability legislation, equality and diversity principles.

Responsibilities

• Operational Management & Escalation: Take confident control of the night shift operation, actively managing resources, staffing levels and workflows to drive efficiency and meet Service Level Agreements (SLAs). You will be the primary point of escalation for HAL, Airlines and team members on the night shift.
• Manage Operational Flow & Planning: Oversee the smooth offloading and on loading of high-volume flights. You will act quickly to ensure journey milestones are accurately tracked on PDAs, keeping the operational teams fully updated on any issues that require escalation. You will also be responsible for planning and handovers for the following shift, conducting daily briefings, completing ECAC actions and reviewing performance.
• Asset Management: Ensure the efficient organisation of assets, including accurate reporting and ensuring buggies are placed out of service when needed.
• 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: Actively manage your team through the full HR lifecycle. You are responsible for completing return to work interviews following absences, conducting absence improvement meetings, and carrying out thorough investigations for disciplinary, grievance and health & safety matters.
• Operational Control & Quality: Champion a customer-focused culture by taking responsibility for ensuring robust daily handovers and ensuring detailed reports are completed should a service failure occur so the operation continuously improves.

Skills

Full UK driving license

Basic IT skills

HR processes experience

Experience managing teams

Job description

ABM UK is recruiting an experienced Service Delivery Manager for the Heathrow PRS operation. You will lead a diverse team 365 days a year, ensuring passenger care is delivered on time and in line with client expectations.

The role requires strong leadership, shift management on a 4 on 4 off pattern, and collaboration with airlines, airport authorities and ground handlers. A full UK driving license and IT literacy are essential.