_{05th June, 2025}

We have an opportunity for a VP level person to lead and manage the Americas Business Operations. This consists of Airport Operations, Field Operations, Service Desks together with Campus Engineering management and the Spares Repairs and Logistics functions. You will be responsible for c150 people.
  
As the Head of Region, you will be responsible for the operational budget across the defined services whilst supporting the drive for incremental business and revenue growth within the America’s region
  
The primary objective is to ensure continuity of service to all customers and that all contractual obligations are fulfilled within SLA requirements with high levels of customer satisfaction.
  
Note: There is a clear pathway defined for this role moving to a General Manager America’s position with full regional business responsibility within a 12-month timeframe, given growth projections are achieved.

Key Accountabilities:

• To contribute to the overall global strategy and develop and deliver a US Operational Strategy which underpins the Vision, Values and Attitudes required to achieve business goals; - High levels of customer satisfaction, profitable growth, operational efficiency, and delivery.
• Lead and manage a US team of Airport Engineers, Campus based, Field based Engineers as well as near shore service desks supporting multiple customers within the America’s
• Oversee and lead operational performance and delivery of contracted services, liaising closely with regional Customer Success Managers to ensure that the quality of service meets or exceeds contractual obligations and customer satisfaction, and delivers business results within budget
• Working with the COO/CEO, contribute to the business strategies for growth, including focusing on the expansion of the business footprint across new customers, new airports
• Driving through the adoption of technology and automation to improve quality and consistency of service as well as improving the operational cost performance.
• Own and lead all resource planning activities in support of the wider operation, constantly reviewing overall levels of resource availability and contingency planning to ensure that acceptable levels of support and service are maintained with appropriately skilled and qualified staff to enable optimum operational performance
• Constantly innovate the delivery of services to gain maximum benefit to the customer and the business by utilising a combination of best of breed working practice and leading-edge technology.
• Identify and implement consistent and standardised work practices, processes and procedures for staff ensuring that they comply with best practice
• Identify and implement efficiencies which maximise revenue and margins from contracts and / or improve performance against the contractual service targets whilst ensuring that costs are effectively managed and minimised.
• Build and maintain strong relationships with Regional and Functional peers to achieve effective collaboration in the delivery of the America’s Operational Services
• Support the Sales Team and, as required, contribute operational expertise on any new sales opportunities to ensure that compelling, competitive and operationally robust bids are produced for all new and renewal business opportunities
• Support the delivery and implementation of all new services and customer contracts, ensuring service / implementation / “steady state” is achieved, and service levels are maintained thereafter
• Implement robust and effective processes, procedures, tools, and guidelines ensuring value for money, quality and supplier performance are consistently delivered to their SLA
• Develop strong relationships with key internal stakeholders to understand the current and future commercial and service requirements and ensure these are aligned to the Supply Base
• Manage and drive Continuous Service Improvement (CSI) Plans and Service Development Plans to maintain, improve and develop the Global Services
• Manage and resolve any escalated issues, problems or complaints and ensure that action plans are prepared and implemented for problem rectification
• Working with the COO, develop and define a toolset to ensure that it meets customer requirements and then promote its use to new and existing customers
• Create and present a monthly performance and cost dashboards to the COO
• Build and maintain relationships with senior customer contacts with primary customers.
• 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.

Skills / Experience Required:

• At least 10 years’ in a Senior Operational or Commercial role within the Aviation Industry
• Experience in managing multiple cross functional teams
• Financially Astute, capable of managing Opex and Capex
• Able to act as a change leader. A strong influencer with the ability to deliver on strategic objectives
• Both a tactical and Strategic thinker, a natural leader who is capable of articulating across many levels and disciplines
• Proven, excellent people management / interpersonal skills
• Capable of producing and delivering ‘C’ level documentations and presentations
• Strong stakeholder management skills
• Self-motivated with a willingness to learn and adapt to any new change or situation
• Highly customer focused with a passion for continuous improvement
• Ability to travel (internationally)
• Demonstrable experience in identifying and implementing process improvements

Why Join ESP Global Services?
Since 1992, we’ve specialized in 24/7 global IT support, with a proven track record of delivering tailored solutions to airports, airlines, and large corporate clients. As we enter a pivotal growth phase, our proprietary solutions, such as AirportNow and AirlineNow, position us as leaders in aviation IT services. Now, we’re looking for a Operational visionary to help us deliver excellence throughout this region.

Apply now!

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