ABOUT THE JOB:

As an IT Airport Manager will be responsible for managing all aspects of operational service delivery for a specific Airport, managing all customer incidents and service requests, ensuring that all tickets are responded to and resolved promptly to defined operating procedures and within contractual service levels whilst achieving high levels of customer satisfaction.

PHYSICAL REQUIREMENTS:

• Able to lift or push 20-50 pounds of equipment if need it.
• Able to stand or kneel for extended periods of time.
• Able to use mechanical tools.

• Manage the operational delivery of contracted services at the Airport to ensure that SLAs and KPIs as defined in the relevant contracts are met or exceeded
• Control, review and monitor all cost and expenditure for the airport to ensure that costs are controlled and potential efficiencies are readily identified.
• Maintain quality of service to meet or exceed ESP customer satisfaction targets.
• Provide key customers a single point of contact (SPOC) for operational escalation of ESP services and manage escalated issues through to a successful resolution.
• Attend, when required, customer service reviews with the Account / Service Delivery Manager as requested.
• Provide timely and appropriate escalations to the Head of Airport Operations, Americas or Account / Service Delivery Manager (or other defined escalation path) on all relevant issues impacting service performance within the airport environment.
• Proactively review areas impacting operational efficiency and identify and deliver process change improvements resulting in tangible service improvements.
• Promote excellent two-way communication within the team, ensuring staff understanding of job requirements, new customer information, process improvements and special projects.
• Provide key reports to ESP’s senior management team on operational site performance as required.
• Liaise directly with various airport departments i.e. Parking, Accommodation, Security/Airport Police, ID Centre and manage the airside pass process
• Manage and lead the operational delivery of all projects and service transition / business take-on across existing and new accounts within the airport.
• Manage the performance of Airport operational staff to ensure acceptable levels of site support and service are maintained with appropriately skilled and qualified staff enabling optimum operational performance and delivery.
• Manage, coach and mentor all staff within the Airport team and lead the performance and development of those staff.
• Act as a role model and coach to support / direct and counsel individuals and teams to continuously challenge themselves to achieve greater levels of performance and customer satisfaction.
• Ensure that all operational activities comply with health and safety standards.