Service Delivery Manager

Description

LOCATION: Heathrow

SHIFT PATTERN: Maternity Cover - Fixed term contract 6 months. Shift pattern 4 on 4 off

SALARY: Competitive

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ROLE OVERVIEW AND PURPOSE

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 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: Take confident control of the daily operation, actively managing resources, staffing levels and workflows to drive efficiency and meet Service Level Agreements (SLAs).

Manage Operational Flow: 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.

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.