Heathrow Service Delivery Manager (Night Ops)

ABM UK; Stanwell; On-site; GBP 45,000 - 70,000; Full time

Benefits offered by this job

24/7 GP

Mental Health support

Cycle to work scheme

Perks at Work app

Job summary

ABM UK at Heathrow is seeking a Service Delivery Manager for the Heathrow PRS operation. You will be the on-the-ground operational manager, overseeing a diverse workforce delivering passenger assistance 365 days a year and driving service quality while meeting SLAs.

You will manage night shifts, coordinate loading/unloading, maintain reports and handovers, and build collaborative relationships with airlines, handlers and airport authorities, while championing a customer-focused culture and

Qualifications

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

Responsibilities

• Take confident control of the night shift operation, managing resources, staffing levels and workflows to meet SLAs and act as primary escalation point for HAL, Airlines and team members.
• Oversee loading and offloading of high-volume flights, keep journey milestones tracked on PDAs, and prepare handovers for the next shift with ECAC actions.
• Ensure efficient asset management and reporting, including correct placement or removal of buggies as needed.
• Build and sustain collaborative relationships with airlines, ground handlers and Heathrow Airport management for a unified passenger care approach.
• Champion a customer-focused culture by ensuring robust daily handovers and detailed incident reports to drive continuous improvement.

Skills

Team management

HR processes

Operational reporting

Customer service orientation

Tools

PDAs

Job description

ABM UK at Heathrow is seeking a Service Delivery Manager for the Heathrow PRS operation. You will be the on-the-ground operational manager, overseeing a diverse workforce delivering passenger assistance 365 days a year and driving service quality while meeting SLAs.

You will manage night shifts, coordinate loading/unloading, maintain reports and handovers, and build collaborative relationships with airlines, handlers and airport authorities, while championing a customer-focused culture and