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Services Lead
3 months ago
Heathrow's vision is simple:
to give passengers the best airport service in the world. It's an ambitious goal, where success depend s on the crucial work o f our Services team. We're the ones who keep things moving for the millions of passengers who travel with us every year.
Together, we create a seamless experience across the whole passenger journey, from Heathrow's road and rail network, to our award-winning terminals and VIP offering.
For those in Engagement and Solutions Delivery, it's also looking for new ways to drive improvement and push the boundaries of the service Heathrow can deliver.
You'll join a team that instinctively knows how to keep things flowing and what makes people tick. It's about being friendly, focused and helpful - stepping in before you're even asked.You'll be working in a rewarding environment, with training and support so you can always be at your best and grow your skills.
Most importantly, y ou'll be given real accountability and a chance to take ownership. This is an opportunity to make your mark on the experiences of countless passengers.
As a Services Lead, you will effectively manage the implementation and delivery of multiple strategic and tactical service transitions where the size, complexity and solution may vary but the detailed solution is executed and managed in line with the delivery plan, quality and budget.
Working in the Product Delivery and Implementation team, you will seek out continuous Services improvements, enabling growth and product opportunities.
This role will have work streams that cover all areas of Services including; Terminals, Connections, Passengers Requiring support, Landside, Rail and VIP.
This role is Monday-Friday, however there may be times when you are asked to support the operation.- Building functional relationships and partnerships to ensure that you fully understand the requirements and capture insights into what works well and what doesn't to inform the overarching Services strategy.
- Being responsible for the implementation and delivery of multiple strategic and tactical service transitions, ensuring the impact on the passenger journey is minimised and any impact is mitigated.
- Preparing and maintaining robust transition plan(s) and associated documentation required to integrate new services or change into the live operation and 'business as usual' environment and bring into use processes.
- Ensuring all relevant department functions are fully engaged in the process and committed to supporting the delivery of the transition plan.
- Working with external and internal stakeholders to determine the readiness levels and to ensure that their implementation plans are fit for purpose and regularly reviewed before implementation happens.
- Using an analytical, datadriven approach to performance you will work collaboratively with your Services colleagues to ensure all issues are acted upon.
- Working at pace and with agility to respond to changing needs of the operation.
- Collaboration with key stakeholders to build and maintain relationships, working across different departments to deliver outcomes.
- Strong analytical skills with the ability to plan and execute tactical plans.
- Strong communication and presentation skills with demonstrated ability to work under pressure and handle timesensitive projects.
- Previous experience delivering change initiatives.
Ideally, you will also have:
- Good working knowledge with project management.
- Experience writing business proposals or serviceled change.
- An understanding of the Capital investment process.
It's a place like no other - a city within a city - where colleagues connect around a common goal, giving our passengers the best airport service in the world.
There is a world of opportunity at Heathrow. You'll reach your full potential within our inclusive and supportive culture, whilst helping us to deliver our ambitious plans. Not only are we growing to welcome millions more passengers each year, we're also transforming our industry.Sustainability is at the heart of Heathrow and we're leading global efforts on decarbonisation, so that aviation continues to be a force for good in our world.
Taking the journey with us means living our values. Doing the right thing. Keeping everyone safe. Working together. Treating everyone with respect. Giving excellent service. Improving every day. Our ever-changing airport runs on teamwork and creativity. A career at Heathrow is welcoming, diverse, challenging, exciting, and rewarding.Join Heathrow and grow your career in an airport that matters to millions.
Our rewards
We offer competitive salaries and excellent benefits, along with performance-based annual bonuses, our longer-term Shar
