Heathrow Service Delivery Lead - Night Shift

ABM; Greater London; Remote; GBP 55,000 - 75,000; 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

Job summary

ABM Heathrow is seeking a Service Delivery Manager to lead a diverse team delivering passenger assistance 365 days a year at Heathrow. You will act as the on-ground operational manager, directing nightly activities, coordinating resources, and ensuring service excellence while complying with client requirements and regulations.

You will build strong partnerships with airlines, ground handlers and airport authorities to drive a customer-focused culture.

Qualifications

• Proven experience managing teams in fast-paced operational settings with HR processes.
• Calm under pressure and able to lead through uncertainty with diverse teams.
• Strong customer-centric approach with understanding of passenger care and accessibility considerations.

Responsibilities

• Take control of the night shift operation, manage resources, staffing levels and workflows to meet SLAs.
• Oversee flight handling, ensure journey milestones are tracked on PDAs and handovers planned for the next shift.
• Ensure assets are organised efficiently and reporting is accurate; place buggies out of service when needed.
• Build collaborative relationships with airlines, ground handlers and Heathrow management.
• Lead the team through HR lifecycle tasks, conduct return-to-work interviews and absence management.
• Ensure robust daily handovers and detailed incident reports to drive continuous service improvement.

Skills

People management

Customer focus

Stakeholder management

Job description

ABM Heathrow is seeking a Service Delivery Manager to lead a diverse team delivering passenger assistance 365 days a year at Heathrow. You will act as the on-ground operational manager, directing nightly activities, coordinating resources, and ensuring service excellence while complying with client requirements and regulations.

You will build strong partnerships with airlines, ground handlers and airport authorities to drive a customer-focused culture.