Service Delivery Manager

Service Delivery Manager – Assisted Travel Operations

Position:
Permanent

Location:

Luton

Hours:

Full time, Monday - Friday

Pay: £46,000 pa

• Lead and manage the Assisted Travel operation, ensuring consistent delivery of high-quality passenger services.
• Ensure all Service Level Agreements (SLAs) and regulatory standards (including ECAC legislation) are met and maintained.
• Drive a culture of continuous improvement, proactively identifying trends and implementing corrective actions.
• Oversee incident, complaint, and compliance processes, ensuring investigations and reporting are completed in line with SOPs.
• Build and maintain strong, collaborative relationships with airport stakeholders, airlines, and partners.
• Manage and develop the Duty Management Team, setting clear objectives and driving performance.
• Ensure effective resource planning, including rostering, absence management, and coverage to meet operational needs.
• Maintain a safe and secure environment through robust Health & Safety practices, audits, and asset control.

• Annual leave entitlement of 5.6 weeks.
• Lifestyle Benefits – Mortgage and financial advice, vouchers for various shopping outlets and food stores, employee referral scheme.
• Learning & Development – we actively encourage progression and offer various eLearning courses, progression, training whilst on site, apprenticeships, and in-house training courses.
• Health and Wellbeing – Life assurance scheme, access to mental health support specialists.
• Access to an Online GP for you and your dependents.
• Financial support.
• Discounts on hundreds of retail sites.
• Cycle to Work scheme.

• Proven experience leading a customer service‑led operation and delivering against contract or performance targets.
• Demonstrated ability to manage, motivate, and develop high‑performing teams.
• Strong leadership and communication skills, with the ability to influence at all levels.
• Experience managing change and driving teams to achieve operational goals.
• Ability to work effectively in a fast‑paced, high‑pressure environment while maintaining service excellence.
• Proactive approach to problem‑solving with strong decision‑making skills.
• Sound knowledge of Health & Safety practices, with a “Safety First” mindset.
• Full UK driving licence and proficiency in Microsoft Office and operational systems.

Wilson James is an equal opportunities employer and welcomes applications from all suitably qualified persons regardless of race, sex, disability, religion/belief, sexual orientation or age. A criminal conviction will not necessarily be a bar to obtaining a position, however each case will be assessed on an individual basis.