This is a unique opportunity to join our Airport Journeys (Services) leadership team and manage Terminal 3—with responsibility for over 20 million passenger journeys a year, shaping how Heathrow performs today and evolves for the future.
You’ll take the lead in delivering safe, seamless and predictable operations, building high-performing teams, and creating a terminal that is a great place to work.
You will lead the day-to-day service delivery across your terminal, ensuring that we deliver upon Heathrow’s strategic foundations: Safety, Security & Compliance, Service & Operations and Governance and Financial Resilience.
This role is central creating a performance-based culture whilst shaping a terminal that is fit for the future—one that is agile, data-driven, and operationally resilient. You will create an inclusive winning team culture through directly leading a team of 5 x Service Delivery Managers and indirectly our Passenger Experience Managers and strategic partner teams to deliver value for our customers. Your leadership will ensure that Heathrow’s is a great place to work and one in which our teams can be their true authentic selves, whilst we deliver on our vision to make Every Journey Better.
Responsibilities
- Driving strong, effective stakeholder relationships that deliver real value for our customers
- Leading the terminal through continuous improvement and digital transformation
- Setting the tone through visible leadership, standards, and courage
- Lead day-to-day terminal operations at scale
- Ensure safe, compliant, high-quality service delivery
- Drive performance, accountability and people leadership
Qualifications
- You will have led a operation with an end to end responisbility for safety, performance, and customer outcomes.
- It is essential for you to have experience working across multiple stakeholders, partners, regulators, internal teams to deliver an operational outcome.
- You must have experience improving a high performing team in a complex or shift exnvironment.
- It is essential for you to have used data, insight or digital tools to improve operational performance or customer experience.
