Service Delivery Manager

ABM; Greater London; On-site; GBP 55,000 - 70,000; Full time

Benefits offered by this job

24/7 GP

Mental Health support

Get Fit Programme

Financial and legal support

Cycle to work

Perks at Work access

Job summary

ABM Heathrow is seeking an experienced Service Delivery Manager for the PRS operation. You will act as the on‑site operational lead, coordinating a diverse team to deliver passenger assistance 365 days a year while maintaining a customer‑focused culture.

You will manage flight flow, track milestones on PDAs and build strong relationships with airlines, handlers and airport authorities. The role requires HR process ownership, excellent communication, and the ability to perform under pressure in a

Qualifications

• When managing a fast-paced operation, you must demonstrate strong leadership and the ability to drive teams in a high-volume environment.
• You will oversee HR processes including return‑to‑work interviews, absence management and investigations.
• You will build and sustain partnerships with airlines, handlers and Heathrow management to deliver passenger care.

Responsibilities

• Take control of daily operation, manage resources and workflows to meet SLAs.
• Oversee loading/offloading of high-volume flights and track milestones on PDAs.
• Maintain strong relationships with airlines, ground handlers and airport authorities.
• Lead HR lifecycle for the team, including investigations for discipline and safety matters.
• Ensure robust daily handovers and detailed service failure reports to drive improvements.
• Communicate effectively under pressure, guiding the team through crises.

Skills

Operational leadership

People management

Stakeholder relationships

HR processes

IT reporting

Tools

PDAs

Job description

LOCATION: Heathrow

SHIFT PATTERN: Maternity Cover - Fixed term contract 6 months. Shift pattern 4 on 4 off

SALARY: Competitive

ROLE OVERVIEW AND PURPOSE

As a Service Delivery Manager for the Heathrow PRS (Passengers Requiring Support) operation, you are the central manager of a diverse workforce delivering crucial assistance 365 days a year. You will act as the operational manager on the ground, taking charge of daily activities, proactively managing any disruptions and ensuring our services exceed client expectations and legislative requirements. Acting as a true brand ambassador for ABM, your mission is to drive a deeply customer‑focused culture while building excellent, collaborative relationships with airlines, handlers and airport authorities.

Main Duties & Responsibilities

• Operational Management: Take confident control of the daily operation, actively managing resources, staffing levels and workflows to drive efficiency and meet Service Level Agreements (SLAs).
• Manage Operational Flow: 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.
• 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 the operation continuously improves.
• 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.

Essential Requirements

You must possess basic IT skills for operational reporting. You must be a reliable professional who maintains high standards of personal presentation, punctuality and attendance to ensure your team is always effectively supported.

Health & Safety Responsibilities

• Champion a "safety first" management approach, ensuring all operations are planned and executed safely in accordance with company procedures.
• Ensure all staff under your control are properly trained, briefed, and equipped to undertake their duties safely.
• Vigilantly monitor the operation for health and safety compliance, ensuring all accidents or near‑misses are accurately reported to the Terminal Operations Manager.

Benefits

• 24/7 GP: Both you and your immediate family can speak to a UK‑based GP from the comfort of your own home
• Mental Health support and Life Event Counseling
• Get Fit Programme
• Financial and legal support
• Cycle to work scheme
• Access Perks at Work, our innovative employee app where you can find:

• Perks: discounts, gift cards, cashback and exclusive offers
• Life: Search for resources and tools on topics ranging from family and life to health, money and work
• Support: Online chat or telephone service for urgent support in a crisis

About ABM

ABM (NYSE: ABM) is one of the world’s largest providers of integrated facility, engineering and infrastructure solutions. Every day, over 100,000 team members deliver essential services that make spaces cleaner, safer and more efficient, enhancing the overall occupant experience.

ABM serves a wide range of market sectors including commercial real estate, aviation, mission critical and manufacturing and distribution. With over $8 billion in annual revenue and a blue‑chip client base, ABM delivers innovative technologies and sustainable solutions that enhance facilities and empower clients to achieve their goals. Committed to creating smarter, more connected spaces, ABM is investing in the future to meet evolving challenges and build a healthier, thriving world. ABM: Driving possibility, together.

ABM is committed to employment practices that promote diversity and inclusion in employment regardless of age, disability, gender reassignment, sex, marriage and civil partnership status, pregnancy and maternity status, race, religion or belief. We are proud members of the Armed Forces Covenant Employer Recognition Scheme.