Service Delivery Manager

We are seeking a Service Delivery Manager for our Heathrow PRS (Passengers Requiring Support) operation. As a central manager of a diverse workforce, you will deliver 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.

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, acting quickly to ensure journey milestones are accurately tracked on PDAs.
• Relationship Management: Build and sustain highly collaborative partnerships with airlines, ground handlers, and Heathrow Airport management.
• People Management & HR Processes: Actively manage your team through the full HR lifecycle, including return to work interviews, absence improvement meetings, and thorough investigations.
• Operational Control & Quality: Champion a customer-focused culture, taking responsibility for ensuring robust daily handovers and detailed reports.

Requirements:

• Effective Manager: Proven experience managing teams in a fast-paced operational environment, with strong communication and influencing skills.
• Resilient & Robust: Ability to thrive under pressure, remaining calm in a crisis and confidently taking ownership of a diverse team.
• Passionate Customer Champion: Significant experience handling customer feedback directly, with a clear understanding of disability legislation and equality and diversity principles.

Benefits:

• 24/7 GP access for you and your immediate family
• Mental Health support and Life Event Counseling
• Get Fit Programme
• Financial and legal support
• Cycle to work scheme
• Access Perks at Work, our innovative employee app