Together, we’re working to welcome millions more passengers while ensuring aviation can continue to be a force for good by leading global efforts in sustainability. At Heathrow, you can be part of this – providing solutions that make every journey better for millions each year. This means ensuring we meet the changing needs of passengers, colleagues, and partners who use our airport to work, travel, trade, shop, eat, explore, and connect.
Our Solution team covers project management, process improvement, business change, technology, cyber defence, master planning, infrastructure, and procurement. It brings together people with the skills to deliver prestigious and often large-scale projects, from transforming terminals to making significant reductions in our carbon emissions.
Every day will test your skills and give you the opportunity to make your mark. You might be working with the technology and data that power our city within a city, driving vital commercial agreements with retailers and airlines, or improving infrastructure that includes everything from 200 buildings to 250 HV substations. It’s a collaborative environment where you can rely on the support of experts around you as you take on projects you’ll be proud of and passionate about.
Job Info
* Job Identification: 4197
* Job Category: Information Technology
* Posting Date: 09/05/2025, 13:28
* Apply Before: 25/05/2025, 13:28
* Job Schedule: Full-time
* Locations: Heathrow Airport Limited, Hounslow, Middlesex, TW6 2GW, GB
* Contract Type: Fixed Term/Secondment
* Working Pattern: Monday-Friday, Business hours
* Will your new hire process special category data? No
Job Description
This community plays a key role in supporting and enabling technology delivery across all areas of the business.
Your role will involve
* Management responsibility for the management and delivery of the MIM function as well as supporting the MIM (Major Incident Management) team during Major Incidents as required.
* First point of escalation for issues relating to MIM including communication, reporting for the Service Desk and End User Experience (EUE) escalations. Owning through to resolution and keeping stakeholders updated.
* Line management of a team of Band ‘D’ Major Incident Managers (currently 8) responsible for performance and operational management, including recruitment, training, and personal development plans.
* Ensuring that Changes to Technology Services are managed effectively, as the MIM team is the guardians of change overnight.
* Leading and managing the Service Desk, Incident, and Request Management functions with the supplier including performance management of contracted SLA and KPI’s.
* In conjunction with Procurement, track adherence to contractual obligations, manage the budget, and contribute to strategic Technology Ecosystem supplier performance reviews.
These skills are essential
* Significant experience with Service Introduction and validation
* Significant experience and proven track record of successful Service Portfolio management and relationship management. (Preferably significant experience of IT Service Management in a 24/7 365 environment)
* Good Commercial awareness, with negotiation skills.
* Proven experience in managing a team
* Significant experience working with and influencing business stakeholders.
About us
There’s something so special about working at the world’s most iconic airport. Its sights, sounds, and constant air of excitement make Heathrow an incredible backdrop for a career filled with unique opportunities.
Every day, you’ll discover a world full of new possibilities and leave with stories to tell, as you meet people from all cultures, nationalities, and backgrounds. It’s a place that fosters pride in our work and offers endless career prospects.
We aim to inspire everyone to deliver on our ambitious plans. Together, we’re working to welcome more passengers while leading global sustainability efforts.
Join us on this journey, and we’ll support your ambitions, encourage your authenticity, and help you achieve more than you imagined. Because there’s no place like Heathrow.
Our rewards
We offer competitive salaries and excellent benefits, including performance bonuses, long-term Share in Success plans, generous annual leave, market-leading pensions, family-friendly policies, private health insurance, wellbeing tools, and development opportunities. We’re committed to providing everything you need for a fulfilling career that can take you in exciting directions.
Working Location
Our Hybrid working approach allows some roles to work from home about two days a week, offering flexibility while ensuring operational needs are met. Working arrangements vary and will be confirmed during recruitment. You need to be based in the UK and within a commutable distance to Heathrow.
As an equal opportunity employer, we welcome applications from all. We believe diverse talent makes us stronger. Heathrow champions inclusivity and celebrates individuality with five diversity networks, making it an accessible place to work.
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