Service Delivery Manager

Permanent
Location: Luton
Hours: Full time, Monday - Friday
Pay: £46,000 pa

About the Role:

• Lead and manage the Assisted Travel operation, ensuring consistent delivery of high-quality passenger services.
• Ensure all Service Level Agreements (SLAs) and regulatory standards (including ECAC legislation) are met and maintained.
• Drive a culture of continuous improvement, proactively identifying trends and implementing corrective actions.
• Oversee incident, complaint, and compliance processes, ensuring investigations and reporting are completed in line with SOPs.
• Build and maintain strong, collaborative relationships with airport stakeholders, airlines, and partners.
• Manage and develop the Duty Management Team, setting clear objectives and driving performance.
• Ensure effective resource planning, including rostering, absence management, and coverage to meet operational needs.
• Maintain a safe and secure environment through robust Health & Safety practices, audits, and asset control.

Why Join Us?

• Annual leave entitlement of 5.6 weeks
• Lifestyle Benefits – Mortgage and financial advice, vouchers for various shopping outlets and food stores, employee referral scheme. 
• Learning & Development – we actively encourage progression and offer various eLearning courses, progression, training whilst on site, apprenticeships, and in-house training courses.  
• Health and Wellbeing – Life assurance scheme, access to mental health support specialists
• Access to an Online GP for you and your dependents. 
• Financial support 
• Discounts on hundreds of retail sites
• Cycle to Work scheme

What we are looking for:

• Proven experience leading a customer service-led operation and delivering against contract or performance targets.
• Demonstrated ability to manage, motivate, and develop high-performing teams.
• Strong leadership and communication skills, with the ability to influence at all levels.
• Experience managing change and driving teams to achieve operational goals.
• Ability to work effectively in a fast-paced, high-pressure environment while maintaining service excellence.
• Proactive approach to problem-solving with strong decision-making skills.
• Sound knowledge of Health & Safety practices, with a “Safety First” mindset.
• Full UK driving licence and proficiency in Microsoft Office and operational systems.

Interested? Apply now and let your career take off! 

Please be aware that, on occasion, we may close a vacancy earlier than the advertised deadline if we receive a high volume of strong applications

Please note:

• An Access NI Disclosure Check will be required for this position
• Wilson James Limited have a policy on Recruitment of Ex-Offenders and Storage handling, copies of which can be made available upon request

Wilson James is an equal opportunities employer and welcomes applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age. A criminal conviction will not necessarily be a bar to obtaining a position, however each case will be assessed on an individual basis. For information about Wilson James' commitment to Equality, Diversity and Inclusion, https://wilsonjames.co.uk/sustainability 
Wilson James have been raising standards in security, construction logistics, aviation services, and technology for over 30 years. With 5,000 employees and a presence across over 300 client sites all over the UK, we are dedicated to delivering tailored solutions and top-tier customer service. As a leading managed service provider, we prioritise safety, efficiency, and customer satisfaction. Joining Wilson James offers the excitement of working with diverse, vibrant clients, making for a dynamic and engaging workplace.   
Internal Applicants
At Wilson James, we support career growth and offer internal mobility to help employees explore new roles and advance within the company. Committed to promoting from within, we provide clear career pathways and continuous skill development. Unlock your potential by applying for exciting internal opportunities and new challenges
If you are currently employed under TUPE terms and conditions, please note that successful appointment to this role will be on Wilson James standard terms and conditions.

Please note that successful internal applicants will be appointed on the terms and conditions applicable for this role and as detailed above, current terms and conditions will not apply.