Service Delivery Manager

Abm-Industries-Inc.-2; Greater London; On-site; 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

Perks at Work

Job summary

ABM is seeking a Service Delivery Manager for the Heathrow PRS operation. You will be the on-ground operational manager, coordinating a diverse workforce to deliver essential passenger support 365 days a year, while maintaining service levels and regulatory compliance.

You will drive a customer-focused culture, build strong relationships with airlines, ground handlers and airport authorities, and lead the team through HR processes and safety procedures in a fast-paced environment.

Qualifications

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

Responsibilities

• Lead the daily operation, manage resources and SLAs.
• Oversee offloading/on-loading of high-volume flights and track milestones on PDAs.
• Build partnerships with airlines, ground handlers and Heathrow management.
• Manage the HR lifecycle: return to work interviews, absence improvement meetings, disciplinary matters.
• Ensure robust handovers and detailed incident reports for service improvements.
• Demonstrate strong communication and influence to manage teams in a fast-paced environment.

Skills

Communication skills

People management

HR processes

Relationship management

Disability legislation knowledge

Tools

PDAs

Job description

LOCATION: Heathrow

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

SALARY: Competitive

If you require any additional support or adjustments during the recruitment process, please don't hesitate to contact our Recruitment Department at. We're here to help!

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 crucialassistance365 days a year. You will act as the operational manager on the ground, taking charge of daily activities, proactively managing anydisruptionsand 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,handlersand airport authorities.

Main Duties & Responsibilities

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

• Manage Operational Flow:Oversee the smooth offloading andon-loadingof high-volume flights. You will act quickly to ensure journey milestones are accurately tracked on PDAs, keepingtheoperational teamsfully updated onany issues that require escalation.

• Relationship Management:Build and sustain highly collaborative partnerships with airlines, groundhandlersand Heathrow Airport management to ensure a unified approach to passenger care.

• People Management & HR Processes:Actively manage your team through the full HR lifecycle. Youare responsible forcompleting return to work interviews following absences, conducting absence improvement meetings, and carrying out thorough investigations for disciplinary,grievanceand 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 failureoccurso the operation continuously improves.

• Effective Manager:You have proven experience managing teams in a fast-paced operational environment, bringingstrong communicationand influencing skills, as well as experience managing employees through all HR processes.

• Resilient & Robust:You thrive under pressure and seea clear waythrough uncertainty. Youremainincredibly calm in a crisis and confidently take ownership of a diverse team.

• Passionate Customer Champion:Youpossesssignificant experiencehandling customer feedback directly, backed by a clear understanding of disability legislation,equalityand diversity principles.

Essential Requirements:You mustpossessbasic IT skills for operational reporting. You must be a reliable professional whomaintainshigh standardsof personal presentation,punctualityand 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 safelyin accordance withcompany procedures.

• Ensure all staff under your control areproperly trained, briefed, and equipped to undertake their duties safely.

• Vigilantlymonitorthe operation for health and safety compliance, ensuring all accidents or near-misses are accurately reported to the Terminal Operations Manager.

We’re proud to offer a great range of benefits including:

• 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

For more information about ABM’s benefits, visit our

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 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.

For more information, visit.

ABM are 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.