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The Technology Operations Team regulates, owns and operates all the Service Delivery processes required to manage, govern and orchestrate the delivery of services by the Technology providers.

This role may include ad-hoc shift hours.

Your role will involve working with Technology suppliers and key business stakeholders:

• Tracking and reporting the Contractual Service Obligations, and supporting the investigation of any first stage resolution of escalations regarding supplier performance.
• Reporting on the Continual Service Improvement (CSI) activities for the key Service Delivery processes.
• Assisting in the Process Regulation of the key service management processes delivered by the suppliers.
• Owning and managing process documentation such as Change Management, Risk management and Service Reporting.
• Review and provide content updates for Cross-Functional Contractual Schedule, IT (Technology) Service Management Policies and IT (Technology) Service Operations Manual.
• Analysis of identified Service Risks from the Service Management Team, review and validation of the Service Level Reporting, accommodating any existing Service Improvement Plans and ensuring that changes are assessed for their impact on service levels.

These skills are essential:

• Previous experience working in Service Management and in a mission critical IT environment.
• Experience of supplier management.
• Knowledge of IT Governance Frameworks e.g. ISACA
• Commercial awareness, with an appreciation of negotiation.
• Excellent communication skills (written, oral and presentations) to enable effective communication within the SIAM team and broader stakeholders.

Ideally, you'll also have:

• ITIL V3 Foundation Qualification
• Experience of working with outsourced IT in a 24/7 365 environment.
• Knowledge of the aviation/airport or similar industries (e.g. logistics).

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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

Our agile approach offers the opportunity to combine home working with meetings, events and training at the airport. All roles involve some on-site working each week, so 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 four diversity networks, we champion inclusivity and celebrate individuality.