Heathrow Service Delivery Lead – Night Shift

ABM UK; Greater London; On-site; GBP 60,000 - 90,000; Full time

Benefits offered by this job

24/7 GP

Mental Health support

Get Fit Programme

Financial and legal support

Cycle to work scheme

Perks at Work app

Discounts and offers

Life resources

Online support in crises

Job summary

ABM UK at Heathrow is seeking a Service Delivery Manager to lead a diverse team responsible for passenger assistance 365 days a year. You will act as on-ground operations manager, controlling daily activities, addressing disruptions and ensuring service levels and regulatory compliance.

You will also foster a customer-focused culture and strong partnerships with airlines and airport authorities. The role requires effective leadership, resilience under pressure, and a passion for passenger care,

Qualifications

• A full UK driving license is required.
• Basic IT skills for operational reporting.
• Reliable professional with high standards of personal presentation, punctuality and attendance.

Responsibilities

• Operational Management & Escalation: take control of night shift operation, manage resources, staffing levels and workflows to meet SLAs.
• Manage Operational Flow & Planning: oversee offloading/onloading of high-volume flights, track journey milestones on PDAs, briefings and handovers for next shifts.
• Asset Management: ensure efficient organisation of assets and reporting; buggies out of service when needed.
• Relationship Management: build collaborative partnerships with airlines, ground handlers and Heathrow Airport management.
• People Management & HR Processes: manage team through HR lifecycle, conduct return-to-work interviews, absence improvement meetings, and investigations.
• Operational Control & Quality: champion a customer-focused culture and ensure robust daily handovers and detailed service-failure reports for continuous improvement.

Job description

ABM UK at Heathrow is seeking a Service Delivery Manager to lead a diverse team responsible for passenger assistance 365 days a year. You will act as on-ground operations manager, controlling daily activities, addressing disruptions and ensuring service levels and regulatory compliance.

You will also foster a customer-focused culture and strong partnerships with airlines and airport authorities. The role requires effective leadership, resilience under pressure, and a passion for passenger care,