Service Level Manager

As a Service Level Manager and play a pivotal role in ensuring exceptional service delivery across our operations. You’ll be part of a dynamic team that works closely with internal stakeholders and external partners to maintain and improve service standards that keep Heathrow running smoothly and passengers satisfied.

Your work will directly impact Heathrow’s operational efficiency and passenger experience, making Heathrow a global leader.

• Managing and monitoring service level agreements (SLAs) with multiple suppliers to ensure contractual obligations are met.
• Initially working in the Change and Problem Management team ensuring IT Changes are assessed and approved
• Analysing performance data to identify trends, risks, and opportunities for improvement.
• Collaborating with operational teams and suppliers to resolve service issues promptly and effectively.
• Leading regular service review meetings and producing clear, actionable reports.
• Driving initiatives to enhance service quality and customer satisfaction.

• Ensuring compliance with regulatory requirements and Heathrow’s standards.

• Proven experience in service level management or supplier performance management in a complex environment.
• Strong analytical and stakeholder management skills.

• Ability to influence and negotiate effectively.

  Ideal Skills:

• Aviation/transport experience.
• Any previous Change Management experiences
• Familiarity with ITIL frameworks.