Head of Service Operations
5 months ago
A career without limits
Looking for a challenge in one of the world’s largest airfreight logistics organisations?
At IAG Cargo, we’re in the business of moving things. From antibiotics and rhinoceroses to gold bullion, avocados, and everything in between, whatever people need, wherever they are, IAG Cargo is there to bring them the necessary and niche.
As the logistics and cargo brand of International Airlines Group, you’ll work across the globally recognised brands of Aer Lingus, British Airways, Iberia, Level and Vueling.
As well as helping to keep the world’s economies turning, we believe in building a great place for our colleagues to work. Our people are determined, curious, collaborative and take huge pride in everything they do.
**The role**:
**Head of Service Operations & Infrastructure, IAG Cargo**
Reporting directly to the Chief Digital & Information Officer, the Head of Service Operations & Infrastructure is responsible for:
- Delivery of the Global Operations Centre and key ITIL operational processes (Event, Incident, Problem, Change and Release, Service Continuity), the IT Risk Framework and the coordination of service continuity
- Ownership of all ITIL processes across service operations delivery including event, incident, problem and change, ensuring flawless service delivery (including the Global IT Operations Centre and associated tooling)
- Service restoration for all incidents and degradations in service, reporting on compliance with SLAs. Deployment of activities and operational procedures required to trap and resolve any event, ensuring timely and effective communications to all relevant stakeholders.
- Operational command and control of Change Management execution, working closely with the Operations Managers, Infrastructure Manager and the Head of Service Delivery, Governance & Assurance
- Ownership of the IAG Cargo IT infrastructure, comprising of both on-premise and Cloud (AWS), including availability and capacity planning, and infrastructure-led projects and initiatives
**What you’ll do**:
**People/Relationship**
- Build, develop and maintain sustainable respectful stakeholder relationships.
- Inspire outcome-based decision making.
- Lead performance reviews with key stakeholder groups
**Governance**
Member/Invitee of the following boards:
IAG Cargo IT Senior Leadership Team
Cargo IT Board
Cargo IT Run Board
- Ensure full adherence to all governance, standards, and processes across the IAG Cargo organisation.
- Conduct internal functional technology satisfaction surveys and drive continual improvement across the team.
- Proactively contribute to continual improvement across IAG Cargo, specifically in relation to the Operating Model and ways of working
**Responsibilities**
Working in partnership with IAG Tech and the business to:
- Define the IT Operation Centre Standards and patterns for managing Events, Incidents, Problems and Change and Release Management. Ensures these standards and patterns are aligned to the framework defined by the Head of O&I Transformation
- Ensure major incident management procedures are ready-to-deploy, and are regularly tested, and are sufficient to maintain a consistent process for all MIs, 24x7, 365 days a year
- Provide insight into Operational Performance at regular reporting points. Drives insights into data, providing analysis to support decision making and identifying service improvement
- Define the Tooling to monitor the Global operational environment, managing all significant events from detection to determination of appropriate control action
- Deploy activities and operational procedures required to trap and resolve any event
- Co-ordinate activities in the event of vendor disaster recovery (including tests) and/or Business Continuity Plan execution
- Deploy and co-ordinate the teams of Operation Centre Agents and handover processes between shifts, driving a flawless service delivery within service operations.
- Active management of the vendors or Service Management Leads responsible for the mitigation of operational risks identified in the Risk Framework.
- Management responsibility for the IT Operations Centre Agents, Incident & Problem Manager, Change and Release Coordinator, IT Risk Assessors and IT Service Continuity Planner.
This role may require travel and working from multiple sites/locations. Willing and able to travel to participate in meetings, workshops, and other related activities
**What you’ll bring to IAG Cargo**:
**Skills**
- Strong leadership with a proven ability of influencing and persuading internally and externally. Leadership and motivation of virtual teams across different locations and cultures
- Effective senior stakeholder management, balancing and finding compromises between opposing views and opinions
- Understanding and influencing of business strategy, translating this to accelerate the release
- Problem solving & and understanding of the broader business context (business acumen)
-
-
Head of Operations Planning
5 months ago
Heathrow, United Kingdom British Airways Full timeHead of Operations Planning As the nation’s flag carrier, we take great pride in connecting Britain with the world and the world with Britain. It’s something we’ve been doing for over 100 years, ever since we launched the world’s first international scheduled air service between London and Paris. This originality has been in our blood since day...
-
Head of Ground Operations Loading
5 months ago
Heathrow, United Kingdom British Airways Full time**Head of Ground Operations - Loading (T5)** This is an exciting time to be joining British Airways as we Build a Better BA - with a Better Heathrow at the heart of this. We take huge pride in our past - but we’re looking to the future as an airline that loves embracing the best of modern Britain. Our country’s creativity, diversity, style, wit and...
-
Head of Operations and Central Transformation
5 months ago
Heathrow, United Kingdom British Airways Full time**Purpose of the Role** As an integral member of the IAG Cargo Transformation Office you will be responsible for managing fundamental change from inception to delivery. Using a business partnering model to transform the way IAG Cargo operates, as the Head of Operations & Central Transformation you will be embedded within senior leadership teams across the...
-
Head of Heathrow Operational Delivery
5 months ago
Heathrow, United Kingdom British Airways Full timeAs Head of Heathrow Operational Delivery, you will be overseeing delivery of a safe, on time operation at Heathrow. It’s a unique opportunity to lead the team that runs BA’s operations at one of the most high-profile airports in the world. To do this, you’ll need to lead and inspire a large team operating across varied functions including the Airport...
-
Head of Data
5 months ago
Heathrow, United Kingdom British Airways Full timeThis is a key time to be joining British Airways as we Build a Better BA. We take huge pride in our past - but we’re looking to the future as an airline that loves embracing the best of modern Britain. Our country’s creativity, diversity, style, wit and warmth are the same special qualities that make us who we are. If you’re made of the same qualities...
-
Head of Cabin Crew Operations and Delivery
7 months ago
Heathrow, United Kingdom British Airways Full timeWe have an excellent opportunity to grow your career as The Head of Cabin Crew Operations. This role is pivotal in driving on time performance, productivity, customer satisfaction, and efficiency improvements. Reporting directly to the Director of Cabin Crew, the role assumes responsibility for the on the day performance and delivery of our crew operations....
-
Head of Transformation Delivery
6 months ago
Heathrow, United Kingdom British Airways Full timeHead of Transformation Delivery We are looking for inspirational leaders to join our central Transformation team as Heads of Transformation Delivery. These are opportunities for highly experienced transformational leaders to join our world-renowned organisation in critical leadership roles that will continue to drive our aspirational transformation journey...
-
Head of Customer Experience
6 months ago
Heathrow, United Kingdom British Airways Full time**HEAD OF CUSTOMER EXPERIENCE**: **OUR BUSINESS**: At IAG Cargo we are in the business of moving things. From antibiotics to rhinoceros, gold bullion to avocados and everything in between. Whatever people need, wherever they are. In an era of digital screens and closed borders, we open the skies and fly the world to bring people the things they really...
-
Head of Health and Safety
7 months ago
Heathrow, United Kingdom British Airways Full timeLooking for a challenge in one of the world’s largest airfreight logistics organisations? At IAG Cargo, we’re in the business of moving things. From antibiotics and rhinoceroses to gold bullion, avocados, and everything in between, whatever people need, wherever they are, IAG Cargo is there to bring them the necessary and niche. As the logistics and...
-
Head of Product
7 months ago
Heathrow, United Kingdom British Airways Full time**Head of Product - Nexus**: This is a key time to be joining British Airways as we Build a Better BA. Our country’s creativity, diversity, style, wit, and warmth are the same special qualities that make us who we are. If you’re made of the same qualities as us, you could soon be part of the next chapter of our story. Together as one team, we’re...
-
Head of Distribution
5 months ago
Heathrow, United Kingdom British Airways Full time**About IAG Cargo** Looking for a challenge in one of the world’s largest airfreight logistics organisations? At IAG Cargo we are in the business of moving things. From antibiotics to rhinoceros, gold bullion to avocados and everything in between. Whatever people need, wherever they are. At IAG Cargo we open the skies and fly the world to bring people...
-
Head of Data Science
5 months ago
Heathrow, United Kingdom British Airways Full timeThis is a key time to be joining British Airways as we Build a Better BA. We take huge pride in our past - but we’re looking to the future as an airline that loves embracing the best of modern Britain. Our country’s creativity, diversity, style, wit and warmth are the same special qualities that make us who we are. If you’re made of the same qualities...
-
Head of Infrastructure Strategy
6 months ago
Heathrow, United Kingdom British Airways Full time**OUR BUSINESS** Looking for a challenge in one of the world’s largest airfreight logistics organisation and a FTSE 100 company? At IAG Cargo (IAGC) we are in the business of moving things. From antibiotics to rhinoceros, gold bullion to avocados and everything in between. Whatever people need, wherever they are. In an era of digital screens and closed...
-
Head of Reward Delivery
5 months ago
Heathrow, United Kingdom British Airways Full timeAs the nation’s flag carrier, we take great pride in connecting Britain with the world and the world with Britain. It’s something we’ve been doing for over 100 years, ever since we launched the world’s first international scheduled air service between London and Paris. This originality has been in our blood since day one. It’s the spirit we share...
-
Airline Customer Service
5 months ago
Heathrow, United Kingdom Freightserve recruitment Full timeFreightserve recruitment are looking for an Airline Cargo Customer Service person for a an Airline based in Heathrow area. Based in our Cargo office at London, Heathrow Airport, the Cargo Agent is responsible for ensuring the efficient movement of inbound and outbound cargo and mail shipments for the UK Cargo Department. Main duties include, - To handle...
-
Airline Customer Service
5 months ago
Heathrow, United Kingdom Freightserve recruitment Full timeFreightserve recruitment are looking for an Airline Cargo Customer Service person for a National Carrier Airline based in Heathrow area. Based in our Cargo office at London, Heathrow Airport, the Cargo Agent is responsible for ensuring the efficient movement of inbound and outbound cargo and mail shipments for the UK Cargo Department. The role sits within...
-
Head of Inclusion and Diversity
6 months ago
Heathrow, United Kingdom British Airways Full timeHead of Inclusion and Diversity As the nation’s flag carrier, we take great pride in connecting Britain with the world and the world with Britain. It’s something we’ve been doing for over 100 years, ever since we launched the world’s first international scheduled air service between London and Paris. This originality has been in our blood since...
-
Warehouse Operative
3 weeks ago
Heathrow, United Kingdom CV-Library Full timeM4 Recruitment is currently recruiting for warehouse operatives to work for a global logistics company based at Heathrow Airport. The role involves a variety of tasks aimed at ensuring the efficient operation of the warehouse. Pay Rate: • £11.44 per hour (days) • £12.50 per hour (nights) PAYE Shift Start Times: 2 early and 2 late...
-
Head of Operations
5 months ago
Heathrow, United Kingdom British Airways Full timeLooking for a challenge in one of the world’s largest airfreight logistics organisations? At IAG Cargo, we’re in the business of moving things. From antibiotics and rhinoceroses to gold bullion, avocados, and everything in between, whatever people need, wherever they are, IAG Cargo is there to bring them the necessary and niche. As the logistics and...
-
Service Engineer
4 weeks ago
Heathrow, United Kingdom CV-Library Full timeService Engineer (Capital Equipment) £35,000 - £45,000 DOE Heathrow Mon – Friday 8-5 (Times are flexible) Winner Recruitments are currently working with a family run maintenance company who are looking to recruit for a skilled Maintenance Engineer to perform pre-planned preventative and reactive maintenance on cleaning equipment,...