Systems & Technology IT Business Partner

LOCATION: Heathrow Airport

SHIFT PATTERN: Monday - Friday, 8-5, 40 hours per week

SALARY: Competitive

Role Overview And Purpose

The Systems & Technology IT Business Partner (Aviation) is responsible for ensuring the effective operation, optimisation, and continuous improvement of ABM's aviation operational systems, with specific ownership of INFORM, PDA-based workforce systems, and other core digital tools used across airport operations. Acting as the main link between aviation operations and the Technology function, the role ensures systems remain fit for purpose, issues are resolved promptly, enhancements are identified and delivered, and colleagues receive the support and tools they need to perform efficiently in a fast‑paced, safety‑critical environment.

Key Responsibilities

• Operational System Management
  • Maintain day‑to‑day functionality of INFORM, PDA systems, and associated aviation operational platforms.
  • Monitor system performance, data flows, and user experience to ensure stable, reliable operations.
  • Act as primary escalation point for system issues, coordinating remediation with internal IT or third‑party vendors.
  • Ensure device compliance, updates, and configuration management for PDAs and mobile workforce technology.
  • Maintain accurate documentation, workflows, and configuration logs for all supported systems.
• Stakeholder Management & Business Partnering
  • Serve as the key technology partner to Aviation Operations, Contract Management, and Airport Stakeholders.
  • Translate operational needs into system requirements and ensure alignment with business objectives.
  • Attend operational meetings to provide system insights, upcoming changes, and improvement plans.
  • Build strong relationships with airport IT teams, system owners, and vendors.
• Continuous Improvement & System Enhancement
  • Identify, assess, and implement opportunities to enhance system usability, automation, reporting outputs, and workflow efficiency.
  • Lead improvement projects and system upgrades, ensuring minimal operational disruption.
  • Work with operational teams to map current processes and redesign them for digital optimisation.
  • Conduct benefit‑realisation reviews post‑deployment to ensure improvements deliver measurable outcomes.
• User Support, Training & Adoption
  • Provide front‑line support and training to operational teams using INFORM and PDA systems.
  • Develop user guides, quick‑start materials, and best‑practice processes.
  • Ensure high levels of user adoption and confidence across all technology platforms.
  • Coordinate onboarding of new system users, including permissions, devices, and training.
• Data Quality, Reporting & Governance
  • Ensure high data accuracy within INFORM and connected platforms to support reliable planning and SLA/KPI reporting.
  • Support the Aviation Performance team with data extracts, dashboards, and system insights.
  • Monitor compliance with airport/airline technology standards, security requirements, and audit protocols.
  • Support incident reporting, root‑cause analysis, and process governance activities.

Essential Skills and Experience

• Experience working in aviation, airport operations, or transport/logistics technology environments.
• Strong knowledge of operational workforce management systems (e.g., INFORM, similar rostering/planning systems).
• Technical understanding of PDA/mobile workforce tools and cloud‑based applications.
• Excellent problem‑solving skills with the ability to prioritise effectively in live operational settings.
• Strong collaboration and communication skills, able to partner effectively with both tech teams and operations.
• Demonstrated experience delivering technology improvements or process optimisation projects.

Desirable

• Understanding of airport IT environments, security protocols, and compliance processes.
• Experience working with APIs, data flows, or integrations between operational systems.
• Knowledge of analytics tools (Power BI) and data governance principles.
• Project management or continuous improvement certifications (Lean, Six Sigma, Prince2).

ABM Values & Behaviours

• Respect - Treats colleagues and clients with courtesy and professionalism.
• Integrity - Delivers accurate reporting and acts with honesty at all times.
• Collaboration - Works effectively with a wide range of stakeholders.
• Innovation - Identifies improvements and contributes to efficient working.
• Excellence - Strives for high‑quality performance in all tasks.

Qualifications

• Degree or equivalent experience in IT, Business Systems, or Aviation Operations (desirable).
• Technical certifications or system‑specific credentials (advantageous).

Behaviours and Attributes

• Proactive, solutions‑driven mindset.
• High attention to detail with a structured approach.
• Calm and effective under operational pressure.
• Commitment to collaboration, continuous improvement, and service excellence.
• Strong sense of ownership and accountability.

Additional Requirements

• Flexibility to travel to sites as required.
• Willingness to undertake training to support the role.
• Commitment to upholding ABM's policies, including Health & Safety, GDPR, and Quality standards.

Benefits

We're proud to offer a great range of benefits including:

• 24/7 GP: Both you and your immediate family can speak to a UK‑based GP from the comfort of your own home.
• Mental Health support and Life Event Counseling.
• Get Fit Programme.
• Financial and legal support.
• Cycle to work scheme.
• Access Perks at Work, our innovative employee app where you can find: Perks: discounts, gift cards, cashback, and exclusive offers; Life: Search for resources and tools on topics ranging from family and life to health, money and work; Support: Online chat or telephone service for urgent support in a crisis.