Job Opportunities API

LOCATION: Heathrow SHIFT PATTERN: Maternity Cover - Fixed term contract 6 months. Shift pattern 4 on 4 off SALARY: Competitive If you require any additional support or adjustments during the recruitment process, please don't hesitate to contact our Recruitment Department at . We're here to help! ROLE OVERVIEW AND PURPOSE As a Service Delivery Manager for the Heathrow PRS (Passengers Requiring Support) operation, you are the central manager of a diverse workforce delivering crucial assistance 365 days a year. You will act as the operational manager on the ground, taking charge of daily activities, proactively managing any disruptions and ensuring our services exceed client expectations and legislative requirements. Acting as a true brand ambassador for ABM, your mission is to drive a deeply customer-focused culture while building excellent, collaborative relationships with airlines, handlers and airport authorities.  Main Duties & Responsibilities  Operational Management: Take confident control of the daily operation, actively managing resources, staffing levels and workflows to drive efficiency and meet Service Level Agreements (SLAs).  Manage Operational Flow: Oversee the smooth offloading and on-loading of high-volume flights. You will act quickly to ensure journey milestones are accurately tracked on PDAs, keeping the operational teams fully updated on any issues that require escalation.   Relationship Management: Build and sustain highly collaborative partnerships with airlines, ground handlers and Heathrow Airport management to ensure a unified approach to passenger care.  People Management & HR Processes: Actively manage your team through the full HR lifecycle. You are responsible for completing return to work interviews following absences, conducting absence improvement meetings, and carrying out thorough investigations for disciplinary, grievance and health & safety matters.  Operational Control & Quality: Champion a customer-focused culture by taking responsibility for ensuring robust daily handovers and ensuring detailed reports are completed should a service failure occur so the operation continuously improves.  Requirements Effective Manager: You have proven experience managing teams in a fast-paced operational environment, bringing strong communication and influencing skills, as well as experience managing employees through all HR processes.  Resilient & Robust: You thrive under pressure and see a clear way through uncertainty. You remain incredibly calm in a crisis and confidently take ownership of a diverse team.  Passionate Customer Champion: You possess significant experience handling customer feedback directly, backed by a clear understanding of disability legislation, equality and diversity principles.  Essential Requirements: You must possess basic IT skills for operational reporting. You must be a reliable professional who maintains high standards of personal presentation, punctuality and attendance to ensure your team is always effectively supported.  HEALTH & SAFETY RESPONSIBILITIES  Champion a "safety first" management approach, ensuring all operations are planned and executed safely in accordance with company procedures.  Ensure all staff under your control are properly trained, briefed, and equipped to undertake their duties safely.  Vigilantly monitor the operation for health and safety compliance, ensuring all accidents or near-misses are accurately reported to the Terminal Operations Manager.  Benefits We’re proud to offer a great range of benefits including: 24/7 GP