Service Manager

Heathrow; Greater London; Hybrid; GBP 70,000 - 95,000; Full time

Benefits offered by this job

Performance-based annual bonuses

Share in Success Bonus plans

Generous annual leave

Market-leading pensions

Private health insurance

Learning and development opportunities

Job summary

Heathrow is seeking an IT Disaster Recovery Lead to safeguard the resilience of its critical systems. You will work with cybersecurity, IT services and business continuity teams to ensure operational continuity for millions of passengers and strategic objectives.

You will design, implement and continuously improve DR strategies across the IT landscape, ensure robust recovery plans, and drive compliance with regulatory requirements while influencing stakeholders and embedding resilience across

Qualifications

• Proven experience in IT disaster recovery planning and execution within complex organisations.
• Strong understanding of business continuity principles and IT infrastructure.
• Excellent stakeholder management and communication skills.
• Ability to lead cross-functional teams and manage multiple priorities.
• Knowledge of regulatory and compliance requirements pertinent to IT resilience.
• Analytical mindset with strong problem-solving skills.

Responsibilities

• Developing and maintaining IT disaster recovery plans aligned with Heathrow’s business continuity framework.
• Coordinating with cybersecurity, IT services, and business continuity teams to identify risks and implement mitigation strategies.
• Leading regular disaster recovery testing exercises and reporting outcomes to senior stakeholders.
• Ensuring compliance with industry standards and regulatory requirements for IT resilience.
• Providing expert guidance and training to internal teams on disaster recovery best practices.
• Driving continuous improvement initiatives to enhance recovery capabilities and reduce operational risk.

Skills

Disaster recovery planning

IT infrastructure

Stakeholder management

Cross-functional leadership

Regulatory compliance

Analytical thinking

Education

CBCI certification

ITIL certification

ISO 22301

Job description

Introduction

With 80 million passengers passing through our airport each year, it takes hundreds of systems, platforms and networks to keep our airport running smoothly, 24 hours a day, 365 days a year.

Introduction

With 80 million passengers passing through our airport each year, it takes hundreds of systems, platforms and networks to keep our airport running smoothly, 24 hours a day, 365 days a year.

Join us, and you'll thrive on the buzz of providing the technology, data, cyber and digital capabilities that run all the services you'd expect to see in a city, and more. Tech at Heathrow isn't typical. The scale and non-stop nature of our airport make it truly unique.

Our Data, Digital and Technology team are leading the way in innovations that will make our airport more efficient, resilient and competitive in an increasingly digital marketplace, as well as keeping Heathrow safe and secure.

Every day will test your skills and give you the opportunity to make your mark. We're constantly looking for new ways to help Heathrow transform and grow, responding to the changing needs of passengers, colleagues and partner businesses.

It means the chance to work on a huge variety of inspiring projects and to develop in lots of exciting directions. Our team covers technology, cyber defence, data and digital, offering one-of-a-kind careers you won't find anywhere else.

Job Description

Join Heathrow as an IT Disaster Recovery Lead and play a pivotal role in safeguarding the resilience of our critical systems. You will be part of a collaborative technology environment, working closely with cybersecurity, IT services, and business continuity teams to ensure Heathrow remains operational under all circumstances. Your work will directly contribute to maintaining service continuity for millions of passengers and supporting the airport’s strategic objectives.

In this role, you will lead the design, implementation, and continuous improvement of disaster recovery strategies across our IT landscape. Success means ensuring that recovery plans are robust, tested, and aligned with business priorities, minimising downtime and protecting essential services. You will influence key stakeholders, drive compliance with regulatory requirements, and embed a culture of resilience across the organisation.

Your role will involve

• Developing and maintaining comprehensive IT disaster recovery plans aligned with Heathrow’s business continuity framework.


• Coordinating with cybersecurity, IT services, and business continuity teams to identify risks and implement mitigation strategies.


• Leading regular disaster recovery testing exercises and reporting on outcomes to senior stakeholders.


• Ensuring compliance with industry standards and regulatory requirements for IT resilience.


• Providing expert guidance and training to internal teams on disaster recovery best practices.


• Driving continuous improvement initiatives to enhance recovery capabilities and reduce operational risk.

These Skills Are Essential

• Proven experience in IT disaster recovery planning and execution within complex organisations.


• Strong understanding of business continuity principles and IT infrastructure.


• Excellent stakeholder management and communication skills.


• Ability to lead cross-functional teams and manage multiple priorities.


• Knowledge of relevant regulatory and compliance requirements.


• Analytical mindset with strong problem-solving skills.

Ideally, you'll have the following

• Experience in the aviation or transport sector.


• Familiarity with cloud-based recovery solutions and emerging technologies.


• Professional certifications such as CBCI, ITIL, or ISO 22301.

About Us

There’s something so special about working at the world’s most iconic airport. Its sights. Its sounds. Its constant air of excitement. Heathrow is an amazing backdrop to a career filled with unique opportunities.

Every day, you’ll discover a world full of fresh possibilities and end the day buzzing with stories to tell, as you encounter people from all cultures, nationalities and experiences. A world full of pride for what we do and no end of exciting career prospects to explore.

It brings out the best in all of us. And inspires everyone to deliver on our ambitious plans. Together, we’re working to welcome millions more passengers while ensuring aviation can continue to be a force for good by leading global efforts in sustainability.

Join us on that journey and we'll help you achieve your ambitions too. Supporting you to learn, encouraging you to be yourself, backing you to achieve more than you might ever have imagined. Because there’s no place like Heathrow.

Our rewards

We offer competitive salaries and excellent benefits that will support you now and in the future. As well as performance-based annual bonuses and our longer-term Share in Success Bonus plans, we also offer generous annual leave allowances and market-leading pensions. With family friendly policies, access to private health insurance and a wide range of wellbeing tools, we’ll support you to be at your best inside and outside work. And of course, we’ll provide varied learning and development opportunities too. Here you’ll find everything you need for a fulfilling career journey that can take you in exciting directions.

Working Location

Our Hybrid working approach offers the opportunity for colleagues in some roles to work from home for an average of two days a week, providing the flexibility to work in an agile way whilst ensuring we deliver for the operational needs of Heathrow . Working arrangements vary from team to team and will be confirmed during the recruitment process. You’ll need to be based in the UK and within a commutable distance to Heathrow.

Sustainable Travel to work

Heathrow’s Sustainable Travel Guide sets out easy and sustainable travel options that everyone can access.

Equal Opportunities

As an equal opportunities employer, we encourage applications from all. We believe that diverse talent makes us stronger – not least because we welcome passengers from all corners of the globe, every single day. Heathrow is an accessible place to work. With five diversity networks, we champion inclusivity and celebrate individuality.