Making sure you fit the guidelines as an applicant for this role is essential, please read the below carefully.
LOCATION: Heathrow
SHIFT PATTERN: Permanent Nights 10pm-6pm, 4-on-2-off shift pattern
SALARY: Competitive
If you require any additional support or adjustments during the recruitment process, please don't hesitate to contact our Recruitment Department at . We're here to help!
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.
The Night Shift 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.
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. xgikmsk
- 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. Please click on the apply button to read the full job description
Service Delivery Manager in Brent employer: ABM UK
ABM is an exceptional employer located in Cobham, offering a supportive work culture that prioritises employee well-being and professional growth. With benefits like 24/7 GP access, mental health support, and a unique employee app for discounts and resources, ABM ensures that its Security Officers are not only equipped to excel in their roles but also feel valued and supported in their personal lives. Join a team that is dedicated to creating safer, cleaner spaces while fostering a diverse and inclusive environment.
