Service Delivery Manager

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!

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 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,handler sand airport authorities.

• 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 teams fully 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 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 failureoccurso 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 seea clear waythrough uncertainty. Youremainincredibly calm in a crisis and confidently take ownership of a diverse team.

• Passionate Customer Champion:
  
  Youpossesssignificant experience handling customer feedback directly, backed by a clear understanding of disability legislation,equality and diversity principles.

Essential Requirements:

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

• Champion a "safety first" management approach, ensuring all operations are planned and executed safelyin accordance with company procedures.

• Ensure all staff under your control are properly 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…