As a Service Performance Manager, you will be the accountable shift leader for all airside operations, including Ramp, Baggage, Aircraft Presentation, and Aircraft Turnaround Coordination.
You will ensure safe, efficient, and high-quality service delivery to Red Handling UK’s airline partners while leading a multi-functional team. This role replaces previous Duty Officer and Manager structures and is designed to drive operational excellence, cost efficiency, and team accountability.
Due to the nature of airport operations, you must be available to work across all shift patterns if required, including:
- Days and nights
- Weekends
- Bank holidays and religious festivals
This ensures transparency, as operational requirements may change over time.
Key Responsibilities
Operational Leadership
- Oversee all day-to-day airside operations including ramp handling, baggage services, aircraft presentation, and turnaround coordination.
- Ensure safe and compliant operations in line with airport regulations and airline requirements.
- Proactively manage shift planning and resource allocation to meet operational demands and control costs.
- Monitor and manage worked hours, ensuring adherence to budgeted hours and KPI targets.
- Lead incident response and delay management, ensuring accurate reporting and corrective actions are implemented.
- Maintain and enforce SOPs, LOPs, and company policies across all airside departments.
- Complete daily audits for all airline operations to ensure compliance and service standards are met.
- Act as a flexible resource to fill coverage needs.
- Perform and oversee GSE checks to ensure safety and operational readiness.
- Maintain the GSE portal and ensure all inspections are completed and documented in accordance with regulatory and company standard
Performance & Cost Management
- Drive performance against airline and company KPIs including turnaround times, safety metrics, and service quality.
- Identify inefficiencies and implement cost-saving initiatives without compromising service standards.
- Analyse operational data and collaborate with leadership to improve processes and reduce delays.
Team Leadership & Accountability
- Lead, coach, and develop a diverse airside team across multiple departments.
- Conduct performance reviews, manage absence, and lead full disciplinary procedures and investigations.
- Foster a culture of accountability, recognition, and continuous improvement.
- Deliver team briefings and ensure alignment with operational goals and safety standards.
Stakeholder Engagement
- Represent Red Handling UK in meetings with airline clients, airport authorities, and third-party service providers.
- Build and maintain strong working relationships to ensure collaborative and efficient service delivery.
- Communicate operational updates, incidents, and service recovery actions clearly and professionally.
Administrative Support
- Complete shift handovers and ensure all incidents, delays, and deviations are logged in the company reporting system before the end of shift.
- Support Admin and Payroll teams when and if required.
- Additional tasks may be assigned outside this job description within reasonable expectations.
Person Specification Essential
- Minimum 3–5 years’ experience in a leadership role within airport ground handling.
- Proven ability to manage multi-departmental airside operations.
- Strong understanding of ramp, baggage, and turnaround procedures.
- Experience in managing disciplinary processes and investigations.
- Excellent communication and stakeholder management skills.
- Financial awareness and ability to manage resources within budget.
- Flexible and adaptable to shift work, including nights and weekends.
- Fluent in English (written and spoken).
- Must pass Criminal Record and Airside Security checks.
- Must hold manual driving licence
Desirable
- Experience in business continuity, incident, and crisis management.
- Familiarity with airport systems and operational planning tools.
- Analytical skills related to process improvement and value chain systems.
Job Type: Full-time
Pay: £42,000.00-£44,000.00 per year
Benefits:
- Company pension
- Free parking
- On-site parking
- Sick pay
Experience:
- finance and budget: 1 year (required)
- Leadership within airport ground handling: 3 years (required)
Work Location: In person
