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About 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.
Responsibilities
- Take confident control of the night shift operation, actively managing resources, staffing levels and workflows to drive efficiency and meet Service Level Agreements (SLAs).
- Act as the primary point of escalation for HAL, Airlines and team members on the night shift.
- Oversee the smooth offloading and on loading of high-volume flights.
- Act quickly to ensure journey milestones are accurately tracked on PDAs, keeping the operational teams fully updated on any issues that require escalation.
- Plan and conduct handovers for the following shift, conducting daily briefings, completing ECAC actions and reviewing performance.
- Ensure the efficient organisation of assets, including accurate reporting and ensuring buggies are placed out of service when needed.
- Build and sustain highly collaborative partnerships with airlines, ground handlers and Heathrow Airport management to ensure a unified approach to passenger care.
- Actively manage your team through the full HR lifecycle.
- Complete return to work interviews following absences, conduct absence improvement meetings, and carry out thorough investigations for disciplinary, grievance and health & safety matters.
- 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.
Requirements
- A full UK driving license is required.
- Possess basic IT skills for operational reporting.
- Be a reliable professional who maintains high standards of personal presentation, punctuality and attendance to ensure your team is always effectively supported.
Skills
- Strong communication skills
- Influencing skills
Location
- Heathrow
Work Type
- 40 hours per week
Experience Level
- Proven experience managing teams in a fast-paced operational environment
- Experience managing employees through all HR processes
- Significant experience handling customer feedback directly
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 with discounts, gift cards, cashback, and exclusive offers
- Life resources and tools on topics ranging from family and life to health, money and work
- Support via online chat or telephone service for urgent support in a crisis
About the Company
- ABM (NYSE: ABM) is one of the world’s largest providers of integrated facility, engineering, and infrastructure solutions.
- Every day, 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 that enhance facilities and empower clients to achieve their goals.
- 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.