At a Glance
- Tasks: Lead a diverse team to deliver exceptional passenger support at Heathrow Airport.
- Company: Join ABM, a global leader in integrated facility solutions.
- Benefits: Enjoy 24/7 GP access, mental health support, and exclusive employee perks.
- Other info: Dynamic work environment with a focus on safety and customer satisfaction.
- Why this job: Make a real difference in passenger experiences while developing your leadership skills.
- Qualifications: Experience in team management and strong communication skills required.
The predicted salary is between 30000 - 40000 £ per year.
LOCATION: Heathrow
SHIFT PATTERN: Maternity Cover - Fixed term contract 6 months. Shift pattern 4 on 4 off
SALARY: Competitive
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 the operation continuously improves.
- Effective Manager: You have proven experience managing teams in a fast‑paced operational environment, bringing strong communication and influencing skills, as well as experience managing employees through all HR processes.
- Resilient & Robust: You thrive under pressure and see a clear way through uncertainty. You remain incredibly calm in a crisis and confidently take ownership of a diverse team.
- Passionate Customer Champion: You possess significant experience handling customer feedback directly, backed by a clear understanding of disability legislation, equality and diversity principles.
Essential Requirements
- You must possess basic IT skills for operational reporting.
- You must be a reliable professional who maintains high standards of personal presentation, punctuality and attendance to ensure your team is always effectively supported.
Health & Safety Responsibilities
- Champion a "safety first" management approach, ensuring all operations are planned and executed safely in accordance with company procedures.
- Ensure all staff under your control 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 to the Terminal Operations Manager.
Benefits
- 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.
About ABM
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 more 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. ABM is 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.
Service Delivery Manager employer: ABM
ABM is an exceptional employer that prioritises employee well-being and professional growth, offering a robust benefits package including mental health support and a cycle to work scheme. Our collaborative work culture fosters innovation and teamwork, making it an ideal environment for those looking to make a meaningful impact in facilities and operations management in the vibrant city of London. Join us to lead a dedicated team and enhance service standards while advancing your career in a supportive setting.
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Manager
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like ABM.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like ABM. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Service Delivery Manager
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to ABM.
How to prepare for a job interview at ABM
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in ABM's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services ABM offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
