Services Manager - Passengers Requiring Support

Overview

Job Description To be successful in this role you will have the ability to drive operational performance and create and develop outstanding strategic relationships. You will manage key relationships with key internal and external stakeholders to deliver continuous improvement in the Heathrow Assistance Service and Heathrow’s wider accessibility offer.

Your role will involve

• Proactively manage day‑to‑day operations and relationships in close collaboration with third‑party partners.
• Work collaboratively with every customer to develop solutions that meet all parties’ needs and support the overall Heathrow vision.
• Engage with a broad range of external stakeholders, including regulatory bodies, charities, government agencies and consultative groups.
• Identify opportunities for service improvement and drive enhancements in partnership with HAAG, airlines, and colleagues across Heathrow Product.
• Deliver continuous improvement in accessibility across Heathrow through operational and strategic initiatives.
• Act as Heathrow’s representative when engaging with key airline stakeholders, ensuring alignment with strategic intent.
• Lead partnerships and interactions with external organisations to ensure Heathrow’s views and vision are reflected in national policy‑making forums and committees.
• Contribute to shaping the future of accessibility in air travel through participation in both operational workstreams and longer‑term strategic projects.

These Skills Are Essential

• Comfortable handling time‑critical, client‑sensitive work and able to prioritise and organise effectively under pressure while delivering operational excellence.
• Strong ability to interpret strategic direction, communicate it clearly, and lead stakeholders at all levels — internally and externally — to implement it.
• Commercially minded with experience managing high‑stakes strategic contracts to ensure optimal outcomes.
• Skilled in identifying opportunities for service innovation and improvement, and delivering these at pace within a complex stakeholder environment.
• Strong understanding of stakeholders’ commercial and operational drivers, with a proven ability to work collaboratively and guide stakeholders through change.
• Excellent communication, influencing and interpersonal skills, with confidence working in a complex matrix organisation.