Airport Delivery Manager - --West London


Urgently required for a role based at Heathrow - an Airport Delivery Manager

Purpose of Role:

The role of the Airport Delivery Manager is to provide quality and consistency of ongoing service delivery for the full range of Airport IT products and services.

Provide the agreed service levels and consistency of service to customers.

Provide an entry point for the escalation of agreed customer deliverables.

Customer Management:

- Obtain committed delivery timescales: ensure their adherence to the plan & follow up on delivery dates

- Monitor the customer performance against SLA targets to ensure the agreed service.

- Provide quality and consistency of on-going service delivery in Airport IT

- Ensure highest level of customer satisfaction

- Act as a central point of escalation for all recovery, resolution and delivery matters

- Manage customer deliverables as defined in the SLA

- Take over responsibility of the Delivery from the Program organization after the Airport IT Project is closed.

- Mobilize and coordinate line organization (product management, development, vendor management and service delivery management) to assure delivery is in line with customer expectations.

- Contribute to the Airport IT Dashboard (An Airport IT SharePoint will be created and maintained per Airport / Customer in order to provide accurate visibility of all issues, problems and deliverables)

- Act as prime point of escalation for all ongoing functional issues (e.g.. CP & Work Orders in delivery)

- Escalate major issues impacting the delivery of customer service


- University degree or equivalent field experience (preferably in IT, Business Administration and/or Sales & Marketing or computer Science)

Business Understanding

- Business and IT Operations, CUTE, FRMS, AODB, BRS understanding of the Airport business processes, Airport IT, Ground Handlers, Airlines and Travel industry

- Excellent communication and presentation skills; capable of interfacing with customers at all levels Ability to build credibility and to keep good relationships with customers.

To arrange an interview, please call Jonathan Taylor on 01392 666060 or email CV to

WA Consultants is an Employment Business and an Employment Agency as described within The Conduct of Employment Agencies and Employment Businesses Regulations 2003.

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  • Posted: 4 days ago
  • Consultant: Jonathan Taylor
  • Phone: 01392 666060

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