Job Title Service Manager - Heathrow Job Description Reports to: Senior Service Manager Location: London Heathrow Contract Type: Permanent Introduction to role Vanderlande is recognised as the market leader in efficient logistics automation for airports, parcels, and warehouses. Our solutions are designed to streamline operations and enhance efficiency across these crucial sectors. We have forged a strong partnership with industry leaders such as Heathrow and have created a model that is being replicated throughout other sites around the world as a shining example of partnership. At Vanderlande, we deliver practical, impactful solutions that meet our customers' evolving needs while maintaining a steadfast commitment to quality and service. The Service Manager – Operations & Maintenance is a pivotal leadership role within the Vanderlande Service team. Working closely with the Senior Service Manager for Heathrow and the other Service Managers you will be responsible for both tactical and strategic delivery that drives the service vision forward while directly contributing to commercial growth, customer value expansion, and operational innovation while ensuring the multiple departments are aligned behind the partnerships best interests. You will act as a Senior lead to both internal and external stakeholders, with accountability for delivering service excellence, influencing future strategy, and enabling long-term customer success. Role Responsibilities You will provide strong, visible leadership to the technical teams, including building and transforming teams and embedding a high-performance, accountable culture. You will ensure efficient and effective controls are in place to consistently deliver operational confidence, service excellence, and financial performance. You will have overall responsibility for the engineering operations and stakeholder engagement of material handling systems and its engineering teams. Your responsibilities and activities will include: Deliver outstanding services to our customers throughout the lifecycle, building senior-level, trust-based relationships across the internal and external stakeholder chain Lead, mentor, coach, and foster a culture of accountability in the terminal team and drive strategic workforce planning, including recruitment, succession planning, leadership development, and long-term capability growth Implement the service strategy and roadmap, to ensure that we are able to deliver consistent improvements in safety, performance, communication and team engagement. Take ownership of contract profitability by identifying value opportunities, efficiency gains, and service improvements that contribute to order intake and margin growth Responsible for executing our service proposition to deliver exceptional performance by setting clear objectives and targets, seasonal planning, and incident management, including robust testing of operational readiness across all delivery teams Honest and effective communication with departments across the lifecycle of material handling systems; design, build operate, maintain and IT Monitor and take actions to improve key performance indicators (KPIs) to track progress and identify opportunities for optimisation across the Operations and Maintenance remit Ensure active participation in the (early) sales and project phases to support contract growth, shape new service models, and enable a smooth service takeover Use service transformation tools and technology innovations to enhance our operational delivery model, including automation, data-driven insights, and supply chain improvements Act as a senior cover to the Senior Service Manager and Service Management, contributing to business planning, strategic investment discussions, and operational delivery Role Qualification and Skills You’ll have experience in operations and leadership, ideally within a customer-centric business You are a strong communicator who carefully considers your internal and external audience and positions information accordingly, leading to more meaningful relationships, understanding, success, and productivity You have a technical understanding of material handling systems You enjoy building relationships in a high-performance environment and have an adaptable and proactive leadership style You have the skills to adapt to rapid changes and are used to consistently meeting or exceeding set targets You have previous experience managing and motivating large teams within a large-scale, complex, and dynamic operational environment, including Industrial Relations experience. A motivated, driven, resilient individual who can influence people at all levels and, in turn, develop effective working relationships which promote teamwork. Able to manage all aspects of your direct reports: welfare, safety, objectives, career planning, discipline, and training You have an innovative approach to problem-solving. You are well-versed in using continuous improvement tools and methodologies supported by quality data in our ongoing pursuit to improve our processes and overall service offerings You see the value in seeking innovative technical solutions Experienced in Service Management Demonstrates strong operations and change management skills You establish and work with a network quickly to deliver promptly, focusing on Safety, Service, and Quality You understand that you will be required to be part of Senior Escalation roster to support our customer during incidents What we offer 28 days annual leave (excluding public holidays) Bupa Medical Cover YuLife – Wellbeing membership with fast access to GP appointments, promotion of health and wellbeing along with daily quests to gain Yucoins that can be swapped for shopping vouchers A challenging work environment with lots of opportunities of career progression. Cycle to work scheme Yellow Nest is a salary exchange scheme that reduces childcare costs for parents and employers Pension with Aviva Access to Achievers an award-winning recognition platform that inspires to recognise your coworkers Where points are awarded that can be exchanged for a range of goods and discounts. Diversity & Inclusion Vanderlande is an equal opportunity/affirmative action employer. Qualified applicants will be considered without regards to race, religion, color, national origin, gender, sexual orientation, age marital status or disability status. If you feel there is a barrier that potentially prevents you from applying, we are always happy to discuss or explore, any reasonable adjustments can be made to support your application.