LOCATION: Heathrow Airport
SHIFT PATTERN: 4 on 4 off
SALARY: Competitive
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Role Purpose
The APOC (Airport Operation Control Centre) Manager is accountable for the day-to-day operational oversight and strategic decision-making relating to PRS performance across Heathrow Airport. Acting as Bronze Command, the role ensures delivery against ECAC regulations, Service Level Agreements (SLAs), and key operational performance targets, while minimising disruption to passengers and airline partners.
This role plays a critical part within the Airport Operations Control Centre (APOC), providing leadership, performance governance, stakeholder coordination, and real-time operational response across all terminals.
Key Accountabilities
1. Real-time decision-making to minimise performance impact to PRM passengers and airline operations
2. Proactive identification of risks, constraints, and early indicators of operational deviation
3. Oversight of operational coverage and resource allocation across all terminals
4. Acting as Bronze Command during incidents and operational disruptions
5. Guide and coach the operational team during operational occurrences.
6. Role model and ambassador for the organisation, living the company’s core values of Honesty, Respect, Integrity, Collaboration, Innovation, Excellence and Trust
Key Responsibilities
Operational Performance & Control
7. Drive consistency, quality, and continuous improvement across the PRM service throughout the terminals
8. Proactively compile, analyse, and report performance data throughout the operational day
9. Ensure accurate and timely reporting of PRS operational status to stakeholders
10. Raise P Status in response to operational risk or disruption and liaise with Heathrow Airport Limited (HAL)
Leadership & Coordination
11. Chair and lead daily operational meetings
12. Work closely with Heads of Terminals, Terminal Operations Managers, HAC Managers, Allocations, and APOC stakeholders
13. Provide escalation support where terminal, HAC, or allocation coverage gaps exist
14. Act as escalation point for APOC desk queries including:
15. Incidents involving PRMs or staff
16. Medical emergencies
17. Security breaches
18. Immigration or security congestion (including PRM lanes)
Resource & Workforce Management
19. Monitor daily staffing levels across all terminals
20. Make real-time redeployment decisions to address operational pressures
21. Ensure appropriate resource planning for the following 72 hours, aligned to PRM forecasts
22. Oversee operational coverage during periods of absence, holiday, or sickness
23. Manage and allocate overtime equitably, prioritising individual terminal operational needs
Incident & Reporting Management
24. Complete detailed reports for all incidents and accidents
25. Share reports with HAL and internal stakeholders as required
26. Lead root cause analysis in collaboration with operational managers and clients
27. Compile Power BI reports for stakeholders.
Stakeholder & Client Engagement
28. Maintain strong, proactive working relationships with internal and external stakeholders
29. Always represent the operation professionally
Health & Safety Responsibilities
The post holder will:
30. Comply fully with ABM Health & Safety policies, procedures, and protocols
31. Ensure all accidents and incidents are reported correctly
32. Escalate safety concerns appropriately
33. Lead by example in maintaining a strong safety culture
Required Skills & Experience
Essential
34. Excellent communication, influencing, and stakeholder management skills
35. Strong analytical capability with the ability to make data-led, justifiable decisions
36. Proven ability to make difficult decisions under pressure
37. Strong people leadership and conflict resolution skills (verbal and written)
38. Proficient in Microsoft Word, Excel, and PowerPoint
39. Confident in navigating operational and performance management systems
40. Calm and professional under pressure
41. Ability to produce clear, concise verbal and written reports
42. Strong attendance, punctuality, and reliability
43. Ability to work collaboratively as part of a wider team
44. Understanding of equality, diversity, and inclusion principles
45. High standard of personal presentation
46. Commitment to the values and objectives of ABM and its clients
47. Understanding of Disability and Accessibility legislation (desirable)
Personal Characteristics
48. Calm and resilient in high-pressure operational environments
49. Safety-first mindset
50. Motivational, collaborative, and team-focused leadership style
Benefits
We’re proud to offer a great range of benefits including:
51. 24/7 GP: Both you and your immediate family can speak to a UK-based GP from the comfort of your own home
52. Mental Health support and Life Event Counseling
53. Get Fit Programme
54. Financial and legal support
55. Cycle to work scheme
56. Access Perks at Work, our innovative employee app where you can find:
57. Perks: discounts, gift cards, cashback, and exclusive offers
58. Life: Search for resources and tools on topics ranging from family and life to health, money and work
59. Support: Online chat or telephone service for urgent support in a crisis
For more information about ABM’s benefits, visit our
About ABM:
ABM (NYSE: ABM) is one of the world’s largest providers of integrated facility, engineering, and infrastructure solutions. Every day, over 100,000 team members deliver essential services that make spaces cleaner, safer, and efficient, enhancing the overall occupant experience.
ABM serves a wide range of market sectors including commercial real estate, aviation, mission critical, and manufacturing and distribution. With over $8 billion in annual revenue and a blue-chip client base, ABM delivers innovative technologies and sustainable solutions that enhance facilities and empower clients to achieve their goals. Committed to creating smarter, more connected spaces, ABM is investing in the future to meet evolving challenges and build a healthier, thriving world. ABM: Driving possibility, together.
For more information, visit .
ABM are committed to employment practices that promote diversity and inclusion in employment regardless of age, disability, gender reassignment, sex, marriage and civil partnership status, pregnancy and maternity status, race, religion or belief. We are proud members of the Armed Forces Covenant Employer Recognition Scheme.