Job Description
The role of the Service Delivery Team is to regulate, own and operate (in conjunction with the rest of the Technology Ecosystem) all the Service Delivery processes required to manage, govern and orchestrate the delivery of services by the Technology Tower providers.
Specifically, the purpose of Service Level Manager is to support the Service Manager in the performance management of the Technology Ecosystem partners and suppliers. This includes the ownership and management of the each of the contract schedules that form the individual supplier agreements.
The Service Level Manager also actively supports the provision of operational service governance and metrics and provides a designated contact point for the Heathrow Commercial, Contract and Procurement teams.
Your role will involve
- Supporting and assisting in the investigation and first-stage resolution of any escalations regarding Technology Tower supplier performance.
- Maintaining a strong understanding of Microsoft Enterprise and IoT operating systems to ensure compatibility, lifecycle management, and seamless integration across the digital workplace environment.
- Optimising MDM solutions, particularly Microsoft Intune, to manage corporate and BYOD devices, enforce compliance policies, and support secure access to enterprise resources.
- Overseeing the deployment and compliance of security patches and feature updates using Microsoft Autopatch and SCCM, ensuring timely remediation of vulnerabilities with minimal disruption to business operations.
- Tracking and reporting on Contractual Service Obligations across all Technology Tower suppliers.
- Reporting on and assisting with Continual Service Improvement (CSI) activities for key Service Delivery processes.
These Skills Are Essential
- Knowledge of the aviation/airport or similar industries (e.g. logistics).
- Basic commercial awareness, with an appreciation of negotiation.
- Significant experience working with stakeholders.
- At least 5 years’ experience of working in an IT Service Management function. (Preferably experience of outsourced IT in a 24/7 365 environment)
- Good communication skills (written, oral and presentations) to enable effective communication within the SIAM team and broader stakeholders.
- ITIL V4 Foundation Qualification.
- Knowledge of Security Patching, deployment and management through Microsoft Autopatch and SCCM including feature updates.
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.
