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British Airways Logo British Airways · IT - Administration

Senior Operations Manager Critical Services

United Kingdom, London · Job Posted July 04, 2026
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Job Description

You will lead a shift team of highly engaged and motivated operational managers across Terminal 5. As an experienced people leader, you will be accountable for both the performance and development of your team, creating a culture that drives high standards and continuous improvement. You will lead, manage and inspire a team of approximately five direct reports, with overall responsibility for around 250 colleagues per operational shift, building a high-performance environment that enables individuals to reach their full potential. In this dynamic role, you will make timely operational and commercial decisions while managing relationships across a wide range of internal and external stakeholders. You will balance competing priorities—often with limited information—while ensuring that safety and security remain the top priority at all times. Operating in a fast-paced environment where no two shifts are the same, you will need to demonstrate resilience, sound judgement and the ability to perform under pressure. You will play a key role in delivering a world-class customer experience, while driving the strongest and safest operational performance at Heathrow.

Job Responsibility

  • Lead and support zonal managers on shift to deliver strong day-to-day operational performance
  • Drive continuous improvement through data, insight and trend analysis
  • Make effective operational and commercial decisions within HMC, often under time pressure and with limited information
  • Ensure the highest standards of safety and security across the operation
  • Build and develop a high-performing Critical Services team
  • Work collaboratively with internal stakeholders and external partners to deliver a seamless end-to-end service
  • Take ownership of disruption management, ensuring a coordinated and effective response
  • Manage budgets and operational resources to deliver efficient and resilient performance

Requirements

  • Safety and operational experience
  • Experience of working with external partners
  • Performance management
  • External stakeholder management such as HAL
  • Decision making and prioritisation
  • People development and management
  • Business acumen and ability to make decisions which have commercial impact
  • Full clean UK driving License

What we offer

  • Brilliant staff travel benefits including unlimited basic and premium standby tickets on British Airways flights
  • Up to 30 discounted ‘Hotline’ airfares per year for yourself, friends, and family
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