Service Manager

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Job Description

We're looking for two Technology Service Managers to help coordinate and improve the technology services that support Heathrow's operations, corporate functions and digital services. Working across our end-to-end technology ecosystem - suppliers, service owners and internal teams - you'll help ensure the reliable, safe and effective delivery of business-critical services.

As part of this campaign, candidates can be considered for one or both of the following role focuses:

Service Design

Leading early-phase service design for new or modified services within projects; aligning solutions to our SIAM ecosystem; tailoring designs to supplier capabilities; ensuring adherence to ITIL processes and Service Standards.

Risk & Compliance

Managing IT Operations risk with a focus on operational impact; designing and monitoring controls to prevent incidents; overseeing supplier compliance with contractual obligations and mandated operating-manual activities.

Responsibilities

• Managing relationships with key stakeholders across business areas, ensuring their objectives and needs are clearly understood.
• Overseeing service performance, including availability, service issues, improvement plans and supplier performance reports.
• Supporting major incidents and change activity, working collaboratively with internal teams and technology suppliers.
• Maintaining and developing service information, including service wrappers, continual service improvement plans and service portfolios.
• Identifying and managing service risks, ensuring suppliers meet agreed standards and contractual obligations.

Qualifications

• Experience working with and influencing business stakeholders.
• Experience supporting or managing service introduction or service validation processes.
• Ability to manage service performance and supplier relationships in a complex operational environment.
• Strong communication skills -written, spoken and presentation - to engage senior groups and stakeholders effectively.
• Experience managing or contributing to service portfolios or service roadmaps.
• Understanding of commercial considerations, including supplier obligations and contract-related activities.

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 end the day buzzing with stories to tell, as you encounter people from all cultures, nationalities and experiences. A world full 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

Our Hybrid working approach offers the opportunity for colleagues in some roles to work from home for an average of two days a week, providing the flexibility to work in an agile way whilst ensuring we deliver for the operational needs of Heathrow. Working arrangements vary from team to team and will be confirmed during the recruitment process. You'll need to be based in the UK and within a commutable distance to Heathrow.

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. With five diversity networks, we champion inclusivity and celebrate individuality.

About the Team

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. At Heathrow, you can be part of this - providing solutions that make every journey better for millions each year. That means ensuring we meet the changing needs of the passengers, colleagues and partners who use our airport to work, travel, trade, shop, eat, explore and connect. Our Solutions team covers project management, process improvement, business change, technology, cyber defence, masterplanning, infrastructure and procurement. It brings together people with the skills to deliver prestigious and often large-scale projects, from transforming terminals to making big reductions in our carbon emissions.

Every day will test your skills and give you the opportunity to make your mark. You might be working with the technology and data that power our city within a city, driving vital commercial agreements with everyone from retailers to airlines, or improving the unique infrastructure that includes everything from 200 buildings to 250 HV substations. It's a collaborative environment, where you can rely on the support of the experts around you as you take on projects you'll both take pride in and feel passionate about.