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About the Role

As a Service Delivery Manager for the Heathrow PRS (Passengers Requiring Support) operation, you will be 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 services exceed client expectations and legislative requirements. Your mission is to drive a customer-focused culture while building excellent, collaborative relationships with airlines, handlers and airport authorities.

Responsibilities

Take confident control of the daily operation, actively managing resources, staffing levels and workflows to drive efficiency and meet Service Level Agreements (SLAs).
Oversee the smooth offloading and on-loading of high-volume flights, ensuring journey milestones are accurately tracked and keeping operational teams updated on issues requiring escalation.
Build and sustain highly collaborative partnerships with airlines, ground handlers and Heathrow Airport management.
Actively manage your team through the full HR lifecycle, including return to work interviews, absence improvement meetings, and investigations for disciplinary, grievance and health & safety matters.
Champion a customer-focused culture by ensuring robust daily handovers and completing detailed reports for service failures to drive continuous improvement.
Champion a "safety first" management approach, ensuring all operations are planned and executed safely in accordance with company procedures.
Ensure all staff are properly trained, briefed, and equipped to undertake their duties safely.
Vigilantly monitor the operation for health and safety compliance, ensuring all accidents or near-misses are accurately reported.

Requirements

Proven experience managing teams in a fast-paced operational environment.
Strong communication and influencing skills.
Experience managing employees through all HR processes.
Ability to thrive under pressure and remain calm in a crisis.
Significant experience handling customer feedback directly.
Clear understanding of disability legislation, equality and diversity principles.
Basic IT skills for operational reporting.
Must be a reliable professional who maintains high standards of personal presentation, punctuality and attendance.

Skills

Customer-focused culture
Relationship management
People management
HR processes
Operational management
IT skills

Location

Heathrow

Work Type

Fixed term contract
Maternity Cover

Experience Level

Managerial experience

Salary/Compensations

Competitive

Benefits

24/7 GP for you and your immediate family
Mental Health support and Life Event Counseling
Get Fit Programme
Financial and legal support
Cycle to work scheme
Perks at Work employee app (discounts, gift cards, cashback, exclusive offers, resources on various life topics, urgent support services)

About the Company

ABM (NYSE: ABM) is one of the world's largest providers of integrated facility, engineering, and infrastructure solutions.
Over 100,000 team members deliver essential services that make spaces cleaner, safer, and efficient, enhancing the overall occupant experience.
ABM serves a wide range of market sectors including commercial real estate, aviation, mission critical, and manufacturing and distribution.
With over $8 billion in annual revenue and a blue-chip client base, ABM delivers innovative technologies and sustainable solutions.
Committed to creating smarter, more connected spaces, ABM is investing in the future to meet evolving challenges and build a healthier, thriving world.
ABM: Driving possibility, together.

Equal Opportunity

ABM are committed to employment practices that promote diversity and inclusion in employment regardless of age, disability, gender reassignment, sex, marriage and civil partnership status, pregnancy and maternity status, race, religion or belief.
We are proud members of the Armed Forces Covenant Employer Recognition Scheme.