Service Availability Lead

MAG (Airports Group); Wythenshawe; On-site; GBP 40,000 - 60,000; Full time

Benefits offered by this job

Pension plan (up to 10%)

23–24 days holiday plus bank holidays

Free parking

Subsidised public transport

Discounts across the company

Volunteering days

Free Virtual GP 24/7

Care Concierge service

Job summary

MAG is seeking a proactive professional to ensure continuous availability and reliability of critical business services at its airports. You will lead triage and resolution of live incidents, coordinating with maintenance providers and stakeholders to maintain service levels.

The role emphasizes process ownership, BAU transitions, and driving continuous improvement within a diverse, inclusive environment across MAG’s airport operations.

Qualifications

• Experience in service operations, incident management or technical support environments.
• Ability to work with cross-functional teams and external service providers.
• Strong analytical and problem-solving skills with ability to triage incidents.

Responsibilities

• Lead triage and resolution of live incidents.
• Proactively manage and distribute tasks among maintenance support providers based on workload analysis.
• Own and maintain process maps for projects transitioning into BAU (Business as Usual).
• Drive operational excellence and continuous improvement.

Skills

Incident management

Service operations

Analytical thinking

Cross-functional collaboration

Job description

• Permanent role
• Based at any of our Airports
• We are proud to be a diverse employer, and we welcome candidates from all backgrounds

Every year, Manchester Airport connects over 29 million passengers with more than 200 destinations across the globe. As the third largest airport in the UK, Manchester is also in the top 20 airports in Europe. Part of the largest UK owned airport operator group, MAG, Manchester Airport supports over 19,000 jobs onsite and generates around £7.75bn each year for the region. Sustainability is one of our core values, and it shapes everything we do. We’re committed to protecting the environment and supporting our local communities. Our programmes include airport and airline decarbonisation, comprehensive education, skills and employment support and community engagement initiatives including volunteering opportunities. At MAG, we recognise creating a first-class journey for our customers starts by creating a first-class career journey for our colleagues and we are committed to building inclusive environments in which our people can thrive.

You’ll also have access to some great benefits including:

• Flexible and generous company pension plan with various company contribution options (up to 10%) that you can change to suit your personal needs
• 24 days holiday plus bank holidays
• Free parking
• Subsidised public transport
• Huge range of company discounts
• 2 volunteering days per year
• Free Virtual GP service, available 24 hours a day, 7 days a week
• Care Concierge service

The Role

You’ll play a pivotal role in ensuring the continuous availability and reliability of critical business services. You’ll lead the triage and resolution of live incidents, proactively manage and distribute tasks among maintenance support providers based on workload analysis, and ensure timely, effective communication with business stakeholders. You’ll own and maintain process maps for projects transitioning into Business as Usual (BAU), driving operational excellence and continuous improvement.

What will make you successful in this role?

You’ll have proven experience in a service operations, incident management, or technical support environment, ideally within a complex or regulated sector, including experience working with cross-functional teams and external service providers, managing service performance, SLAs, and continuous improvement initiatives. You’ll have excellent analytical and problem-solving skills, with the ability to triage incidents and identify root causes quickly, as well as strong organisational and workload management skills, and effective communication skills.

Equal Opportunities & Reasonable Adjustments

We’re building something brilliant at MAG: a diverse team of Journey Makers who share our values and want to make a difference. We’re on a mission to be number one in our industry, and that takes talent in all its forms. With so many exciting roles across our airports and businesses, there’s space for your unique strengths to shine.

Whether this is your first role or your next big step, we want to hear from you – even if you don’t think you tick every box. What matters most is what you bring.

We’re proud to be a Disability Confident employer. If you need any adjustments to support your application or interview, just let us know. We’re committed to helping you perform at your best.

At MAG, every journey matters. Our Colleague Communities play a big part in that: Women’s Network, Embrace (Race & Ethnicity), Fly with Pride (LGBTQIA+), Mind Matters (Mental Health), PACT (Parents & Carers), RespectABILITY (Disability & Neurodiversity), and the CAVU Global ID&E Affinity Group.