Service Delivery Manager

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

Location

Heathrow

Shift Pattern

4 on 4 off shift pattern, earlies and lates, 40 hours per week.

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

Overview of the Role 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. The SDM will be an active member of the team, assisting passengers when required as well as carrying out their management duties. 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 & Escalation: Take confident control of the night shift operation, actively managing resources, staffing levels and workflows to drive efficiency and meet Service Level Agreements (SLAs). You will be the primary point of escalation for HAL, Airlines and team members on the night shift.
• Manage Operational Flow & Planning: 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. You will also be responsible for planning and handovers for the following shift, conducting daily briefings, completing ECAC actions and reviewing performance.
• Asset Management: Ensure the efficient organisation of assets, including accurate reporting and ensuring buggies are placed out of service when needed.
• 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 so the operation continuously improves.

Person Specification

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

• A full UK driving license is required.
• 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.

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
• For more information about ABM's benefits, visit our About ABM:

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 me