Introduction
At Heathrow our purpose is to make every journey better and the Services team play a crucial role in this. We’re the ones who keep things moving for the millions of passengers who travel with us every year. Together, we create a seamless experience across the whole passenger journey, from Heathrow’s road and rail network, to our award‑winning terminals and VIP offering. First and foremost, it’s about delivering excellent operational performance, every day. For those in Engagement and Solutions Delivery, it’s also looking for new ways to drive improvement and push the boundaries of the service Heathrow can deliver.
You’ll join a team that instinctively knows how to keep things flowing and what makes people tick. It’s about being friendly, focused and helpful – stepping in before you’re even asked. You’ll work in a rewarding environment, with training and support so you can always be at your best and grow your skills. Most importantly, you’ll have real accountability and a chance to take ownership. This is an opportunity to make your mark on the experiences of countless passengers.
Job Description
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 in 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.
Your role will involve
- 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
These Skills Are Essential
- You will have led an operation with end to end responsibility 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 environment.
- It is essential for you to have used data, insight or digital tools to improve operational performance or customer experience.
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 come home buzzing with stories to tell, as you encounter people from all cultures, nationalities and experiences. A world 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
This is an airport‑based position. Every day, you will play a critical role in helping us to give our passengers the best airport service in the world.
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, and through our diversity networks, we champion inclusivity and celebrate individuality.
