delivery manager London, England
Job description
The Service Delivery Manager is focused on the day-to-day delivery of the Service operation across our Heathrow terminals ensuring consistent service is delivered at every passenger touch point outside Security.
This is a diverse role covering people management and operationally managing the matrix approach teams of Heathrow Ambassadors across all Heathrow Services. You will be managing the daily provision of services through our partners across all passengers facing areas of the terminal, driving excellence, and responding appropriately to deviations in service levels.
This role is shift based with early shifts from 04:30am and late shifts until 11:30pm.
- Being an inspirational people leader, engaging with your team on shift and as a line manager to provide coaching and development.
- Coordinating and overseeing all aspects of day-to-day service, using data to continually review performance, and provide visible leadership to terminal teams and third party suppliers, to ensure a smooth operation.
- Being responsible for delivering the day to day Terminal operational plan, through our Passenger Experience Managers, using data led KPI’s and metrics, to measure Terminal Performance.
- Having daily operational oversight of all the services products and ensuring they meet the needs of our passengers and customers.
- Leading and delivering contingencies and fire evacuations, when required, in and around the terminals.
- Proactively monitoring the operation, anticipating issues and taking necessary action to minimise the impact to stakeholders.
- Liaising with airlines, handlers, control authorities and relevant departments to ensure the passenger journey is seamless and uninterrupted.
- Driving improvements within the Terminal through engagement, contingency, health and safety, fire safety and operational planning.
- Current holder of a Full UK Drivers Licence.
- Experience working within an operational environment in a multi-site organisation, focusing on operational excellence.
- Previous people management experience.
- Excellent interpersonal and communication skills to enable effective engagement with senior managers and internal and external stakeholders.
Ideally, you’ll also have:
- Previous experience in a customer service management role.
- Previous experience in stakeholder management
- Understanding or knowledge of airport operations process and/or baggage process.
Heathrow brings the world closer together. Our airport facilitates the global travel and trade that keeps the economy moving. It’s a place like no other – a city within a city – where colleagues connect around a common goal, giving our passengers the best airport service in the world.
There is a world of opportunity at Heathrow. You’ll reach your full potential within our inclusive and supportive culture, whilst helping us to deliver our ambitious plans. Not only are we growing to welcome millions more passengers each year, we’re also transforming our industry. Sustainability is at the heart of Heathrow and we’re leading global efforts on decarbonisation, so that aviation continues to be a force for good in our world.
Taking the journey with us means living our values. Doing the right thing. Keeping everyone safe. Working together. Treating everyone with respect. Giving excellent service. Improving every day. Our ever-changing airport runs on teamwork and creativity. A career at Heathrow is welcoming, diverse, challenging, exciting, and rewarding.
Join Heathrow and grow your career in an airport that matters to millions.
Our rewards
We offer competitive salaries and excellent benefits, along with performance-based annual bonuses, our longer-term Share in Success Bonus plans, 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 we’ll provide learning and development opportunities to help you reach your full potential.
Working location
This is an airport-based position. Every day, you will play a critical role in helping us to give our passengers the best airport service in the world.
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 four diversity networks, we champion inclusivity and celebrate individuality.
