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- Tasks: Manage service delivery processes and support performance management of technology partners.
- Company: Heathrow Airport offers unique career opportunities in a vibrant, multicultural environment.
- Benefits: Enjoy competitive salaries, flexible hybrid working, generous leave, and wellness support.
- Why this job: Join a team that values diversity and sustainability while shaping the future of aviation.
- Qualifications: 5+ years in IT Service Management, strong communication skills, and ITIL V4 Foundation required.
- Other info: Hybrid work options available; must be UK-based and commutable to Heathrow.
The predicted salary is between 36000 - 60000 £ per year.
This job is brought to you by Jobs/Redefined, the UK\’s leading over-50s age inclusive jobs board.
Job Description
The role of the Service Delivery Team is to regulate, own and operate (in conjunction with the rest of the Technology Ecosystem) all the Service Delivery processes required to manage, govern and orchestrate the delivery of services by the Technology Tower providers.
Specifically, the purpose of Service Level Manager is to support the Service Manager in the performance management of the Technology Ecosystem partners and suppliers. This includes the ownership and management of the each of the contract schedules that form the individual supplier agreements.
The Service Level Manager also actively supports the provision of operational service governance and metrics and provides a designated contact point for the Heathrow Commercial, Contract and Procurement teams.
Responsibilities
- Supporting and assisting in the investigation and first-stage resolution of any escalations regarding Technology Tower supplier performance.
- Maintaining a strong understanding of Microsoft Enterprise and IoT operating systems to ensure compatibility, lifecycle management, and seamless integration across the digital workplace environment.
- Optimising MDM solutions, particularly Microsoft Intune, to manage corporate and BYOD devices, enforce compliance policies, and support secure access to enterprise resources.
- Overseeing the deployment and compliance of security patches and feature updates using Microsoft Autopatch and SCCM, ensuring timely remediation of vulnerabilities with minimal disruption to business operations.
- Tracking and reporting on Contractual Service Obligations across all Technology Tower suppliers.
- Reporting on and assisting with Continual Service Improvement (CSI) activities for key Service Delivery processes.
Qualifications
- Knowledge of the aviation/airport or similar industries (e.g. logistics).
- Basic commercial awareness, with an appreciation of negotiation.
- Significant experience working with stakeholders.
- At least 5 years\’ experience of working in an IT Service Management function. (Preferably experience of outsourced IT in a 24/7 365 environment)
- Good communication skills (written, oral and presentations) to enable effective communication within the SIAM team and broader stakeholders.
- ITIL V4 Foundation Qualification.
- Knowledge of Security Patching, deployment and management through Microsoft Autopatch and SCCM including feature updates.
About Us
There\’s something so special about working at the world\’s most iconic airport. Its sights. Its sounds. Its constant air of excitement. Heathrow is an amazing backdrop to a career filled with unique opportunities.
Every day, you\’ll discover a world full of fresh possibilities and end the day buzzing with stories to tell, as you encounter people from all cultures, nationalities and experiences. A world full of pride for what we do and no end of exciting career prospects to explore.
It brings out the best in all of us. And inspires everyone to deliver on our ambitious plans. Together, we\’re working to welcome millions more passengers while ensuring aviation can continue to be a force for good by leading global efforts in sustainability.
Join us on that journey and we\’ll help you achieve your ambitions too. Supporting you to learn, encouraging you to be yourself, backing you to achieve more than you might ever have imagined. Because there\’s no place like Heathrow.
Our rewards
We offer competitive salaries and excellent benefits that will support you now and in the future. As well as performance-based annual bonuses and our longer-term Share in Success Bonus plans, we also offer generous annual leave allowances and market-leading pensions. With family friendly policies, access to private health insurance and a wide range of wellbeing tools, we\’ll support you to be at your best inside and outside work. And of course, we\’ll provide varied learning and development opportunities too. Here you\’ll find everything you need for a fulfilling career journey that can take you in exciting directions.
Working Location
Our Hybrid working approach offers the opportunity for colleagues in some roles to work from home for an average of two days a week, providing the flexibility to work in an agile way whilst ensuring we deliver for the operational needs of Heathrow. Working arrangements vary from team to team and will be confirmed during the recruitment process. You\’ll need to be based in the UK and within a commutable distance to Heathrow.
Sustainable Travel to work
Heathrow\’s Sustainable Travel Guide sets out easy and sustainable travel options that everyone can access.
Equal Opportunities
As an equal opportunities employer, we encourage applications from all. We believe that diverse talent makes us stronger – not least because we welcome passengers from all corners of the globe, every single day. Heathrow is an accessible place to work. With five diversity networks, we champion inclusivity and celebrate individuality.
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Service Level Manager - Operations employer: Heathrow Airport
Contact Detail:
Heathrow Airport Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Level Manager - Operations
✨Tip Number 1
Familiarise yourself with the specific technologies mentioned in the job description, such as Microsoft Intune and SCCM. Having hands-on experience or relevant certifications can set you apart from other candidates.
✨Tip Number 2
Network with professionals in the aviation or IT service management sectors. Attend industry events or join online forums to connect with people who can provide insights or even referrals for the role.
✨Tip Number 3
Demonstrate your understanding of Service Level Agreements (SLAs) and how they impact supplier performance. Be prepared to discuss examples from your past experience where you've successfully managed or improved SLAs.
✨Tip Number 4
Research Heathrow's current initiatives and challenges in technology and service delivery. Being knowledgeable about their operations will help you engage in meaningful conversations during interviews and show your genuine interest in the role.
We think you need these skills to ace Service Level Manager - Operations
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT Service Management, particularly in a 24/7 environment. Emphasise your knowledge of Microsoft Enterprise and IoT operating systems, as well as any experience with security patching and compliance.
Craft a Strong Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention specific examples of how your skills align with the responsibilities listed, such as your experience with stakeholder management and continual service improvement.
Highlight Relevant Qualifications: Clearly state your ITIL V4 Foundation Qualification and any other relevant certifications. This will demonstrate your commitment to professional development and your understanding of best practices in IT service management.
Showcase Communication Skills: Since good communication is essential for this role, provide examples of how you've effectively communicated with stakeholders in previous positions. This could include presentations, reports, or successful negotiations.
How to prepare for a job interview at Heathrow Airport
✨Understand the Role
Make sure you have a solid grasp of what a Service Level Manager does, especially in relation to managing supplier performance and service delivery processes. Familiarise yourself with the specific responsibilities mentioned in the job description.
✨Showcase Relevant Experience
Prepare to discuss your experience in IT Service Management, particularly in outsourced environments. Highlight any specific projects or situations where you've successfully managed supplier relationships or improved service delivery.
✨Demonstrate Technical Knowledge
Brush up on your knowledge of Microsoft Enterprise systems, IoT operating systems, and tools like Microsoft Intune and SCCM. Be ready to discuss how you've used these technologies in past roles to optimise service delivery.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle escalations. Think of examples from your past where you resolved issues related to supplier performance or service delivery challenges.
