Services Manager - Terminals

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 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. 

Responsibilities

You’ll also play a key role in:

• 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

In this role, you will:

• Lead day-to-day terminal operations at scale
• Ensure safe, compliant, high-quality service delivery
• Drive performance, accountability and people leadership

Qualifications

This is leadership with impact—leading from the front, making confident decisions, and having the courage to do what’s right for our people, our customers, and our operation. You will have proven experience in creating winning and leading large diverse teams in complex operational environments. You will have excellent communication and stakeholder engagement skills and experience of contingency planning.

• You must have experience leading an operation with end to end responsibility for safety, performance and customer outcomes. 
• You will have experience working across multiple stakeholders to deliver operational outcomes
• You must have experience being the centre of a high performing team in a complex or shift based environment
• You will have used data, insights and digital tools to improve operational performance or customer experience