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. That means ensuring we meet the changing needs of the passengers, colleagues and partners who use our airport to work, travel, trade, shop, eat, explore and connect. 

Our Solutions team covers project management, process improvement, business change, technology, cyber defence, masterplanning, infrastructure and procurement. It brings together people with the skills to deliver prestigious and often large-scale projects, from transforming terminals to making big 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 everyone from retailers to airlines, or improving the unique infrastructure that includes everything from 200 buildings to 250 HV substations. It’s a collaborative environment where you can rely on the support of the experts around you as you take on projects you’ll both take pride in and feel 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 individuals' 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 the 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. Its sounds. Its constant air of excitement. Heathrow is an amazing backdrop to a career filled with unique opportunities.

Every day, you’ll discover a world full of fresh possibilities and end the day buzzing with stories to tell, as you encounter people from all cultures, nationalities and experiences. A world full of pride for what we do and no end of exciting career prospects to explore.

It brings out the best in all of us. And inspires everyone to deliver on our ambitious plans. 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.

Join us on that journey and we'll help you achieve your ambitions too. Supporting you to learn, encouraging you to be yourself, backing you to achieve more than you might ever have imagined. Because there’s no place like Heathrow. 

Our rewards

We offer competitive salaries and excellent benefits that will support you now and in the future. As well as performance-based annual bonuses and our longer-term Share in Success Bonus plans, we also offer generous annual leave allowances and market-leading pensions. With family-friendly policies, access to private health insurance and a wide range of wellbeing tools, we’ll support you to be at your best inside and outside work. And of course, we’ll provide varied learning and development opportunities too. Here you’ll find everything you need for a fulfilling career journey that can take you in exciting directions. 

Working Location

Our Hybrid working approach offers the opportunity for colleagues in some roles to work from home for an average of two days a week, providing the flexibility to work in an agile way whilst ensuring we deliver for the operational needs of Heathrow.  Working arrangements vary from team to team and will be confirmed during the recruitment process. You’ll need to be based in the UK and within a commutable distance to Heathrow. 

Sustainable Travel to Work

Heathrow’s Sustainable Travel Guide sets out easy and sustainable travel options that everyone can access.

  Equal Opportunities

As an equal opportunity employer, we encourage applications from all. We believe that diverse talent makes us stronger, not least because we welcome passengers from all corners of the globe, every single day. Heathrow is an accessible place to work. With five diversity networks, we champion inclusivity and celebrate individuality.