- Location
- Heathrow Airport, England, United Kingdom · published
- Type
- Full-time
- Department
- Transportation
- Seniority
- Manager
- Source
- Workable
Description
LOCATION: Heathrow
SHIFT PATTERN: 4 on 4 off shift pattern, earlies and lates, 40 hours per week.
SALARY: Competitive
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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.