Service Level Manager

Introduction

With 80 million passengers passing through our airport each year, it takes hundreds of systems, platforms and networks to keep our airport running smoothly, 24 hours a day, 365 days a year.

Join us, andyou’llthrive on the buzz of providing the technology, data, cyber and digital capabilities that run all the servicesyou’dexpect to see in a city – and more. Tech at Heathrow isn’t typical – the scale and non‑stop nature of our airport make it truly unique. Our Data, Digital and Technology team are leading the way in innovations that will make our airport more efficient, resilient and competitive, in an increasingly digital marketplace, as well as keeping Heathrow safe and secure. Every day will test your skills and give you the opportunity to make your mark. We’reconstantly looking for new ways to help Heathrow transform and grow, responding to the changing needs of passengers,colleaguesand partner businesses. It means the chance to work ona huge varietyof inspiring projects and to develop in lots of exciting directions. Our team covers technology, cyber defence, data and digital, offering one‑of‑a‑kind careers you won’t find anywhere else.

Job Description

As a Service Level Manager and play a pivotal role in ensuring exceptional service delivery across our operations. You’ll be part of a dynamic team that works closely with internal stakeholders and external partners to maintain and improve service standards that keep Heathrow running smoothly and passengers satisfied. Your work will directly impact Heathrow’s operational efficiency and passenger experience, making Heathrow a global leader.

Your role will involve

• Managing and monitoring service level agreements (SLAs) with multiple suppliers to ensure contractual obligations are met.
• Initially working in the Change and Problem Management team ensuring IT Changes are assessed and approved
• Analysing performance data to identify trends, risks, and opportunities for improvement.
• Collaborating with operational teams and suppliers to resolve service issues promptly and effectively.
• Leading regular service review meetings and producing clear, actionable reports.
• Driving initiatives to enhance service quality and customer satisfaction.
• Ensuring compliance with regulatory requirements and Heathrow’s standards.

These Skills Are Essential

• Proven experience in service level management or supplier performance management in a complex environment.
• Strong analytical and stakeholder management skills.
• Ability to influence and negotiate effectively.

Ideal Skills:

• Aviation/transport experience.
• Any previous Change Management experiences
• Familiarity with ITIL frameworks.

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

• competitive salaries and excellent benefits that will support you now and in the future.
• performance-based annual bonuses and our longer‑term Share in Success Bonus plans.
• generous annual leave allowances and market-leading pensions.
• family friendly policies, access to private health insurance and a wide range of wellbeing tools.
• varied learning and development opportunities.

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.