Landside Operations Service Delivery Manager - London Stansted Airport

The Landside Operations Service Delivery Manager is responsible for ensuring that all aspects of the Car Park operation are carried out safely, efficiently and in a way which proactively improves performance, customer experience and protects and enhances the reputation of MAG and the Meet & Greet product as a business. You will oversee a oversee annual movements of 800,000, as well as lead, develop and support a colleague population of circa 150 to drive engagement and increase customer experience. You will support the Head of Car Park Performance in delivering Opex budget of £3.8m and deputise for this role as required.

The Company

MAG is the country’s largest airport group. We own Manchester, Stansted and East Midlands Airports. However, our airports are so much more than the place where your holiday starts! Behind the scenes thousands of MAG employees work tirelessly 24hrs a day, 7 days a week across numerous operational departments to ensure that our customers experience a seamless, enjoyable and safe travel experience. 

The Role

• Responsible for ensuring all third-party contracts are managed effectively to ensure a consistent and fair client/customer relationship ensues.

• Responsible for the delivery of new contract expectations with the procurement team to ensure budgets are delivered

• Promote a culture of continuous improvement and encourage innovation to improve operational efficiency and customer experience in Landside Operations. Translate colleague feedback and ideas into practical solutions which can be adopted by the operation.

• Own car park processes and procedures and ensure these are kept up to date, with all changes highlighted to operational Managers.

• Manage Car Park Operational Health & Safety requirements (including risk assessments) and develop a safety focussed culture within the operational delivery teams.

• Responsible for ensuring the effective management of all ER issues (investigation, capability, and disciplinary) and ensure effective controls are in place. Promote the MAG values in the fair and consistent treatment of colleagues.

• Responsible for ensuring communications strategy is delivered to all colleagues in Landside Operations in a timely and engaging manner ensuring accessibility and consistency. Support with engagement action plans and work towards achieving the departmental target.

• To plan, resource, implement changes to manage all seasonal and ad hoc events to ensure they are delivered effectively and efficiently.

• To deputise for the Head of Car Park Performance where necessary.

• To ensure car parks related purchase orders and supplier payments are completed as and when required.
  
  
• To help respond to Car Park related requests and queries from Airport staff, tenants and outside organisations, including the general public, providing them with information and services either by telephone or in person, or producing correspondence to ensure efficient information and good relations are maintained.