_{01st September, 2025}

About the Role:
This role focuses on managing all aspects of IT 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.

What will you do?

• 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.
• This role is working Monday – Sunday – 5 days (40 hours) – 07:00am to 06:00pm

What will you bring to ESP?

• 4-6 years' experience required in an airport or airline / IT operational service delivery role at team leader level or supervisor
• 4-6 years' experience managing a team
• 4-6 years' experience in performance management
• Proven people management skills
• Strong interpersonal and communication skills

If you are….
Motivated beyond sales achievement and looking for an environment that enables you to achieve your personal, career, financial and recognition goals, and your sense of accomplishment is achieving a truly valued brand, we want to hear from you.

What We Will Offer: Salary:
We offer a competitive range based upon suitability and experience.

Benefits:

• Medical Insurance, Vision & Dental plans
• PTO time
• Perkbox discounts
• Commuter Program

Personal & Professional Development
Within a learning and development culture, we offer unlimited access to a wealth of professional and personal training so that you may develop your career. We will guide all employees to both specific technologies and client environment training and compliment with recommended learning journeys via our L&D system, that cater to helping you reach career goals or objectives — whether you want to become a knowledge expert in your field or apply your skills to another division.

Diversity, Inclusion & Belonging
We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know diverse backgrounds are valued and succeed here.

Who are we:
ESP Global Services has been providing customized 24/7 Global IT support solutions since 1992, expertly managed by a dedicated service delivery team, we offer day-to-day support via teams of on-site engineers or responsive visiting engineers, and multi-lingual service desk coordination that’s manages over 1,000+ tickets a day for more than 300+ customers.

Our ability to deliver customer-centric, targeted, and tailored IT support solutions is a natural fit for the complex needs of the fast-paced and evolving aviation industry. We developed technology-based solutions to address the high emphasis on meeting extremely short service levels spread across large campus areas with strict security controls. Supporting equipment for airports and airlines in many locations worldwide, has led to an IT support approach that applies equally to any global business with multiple international locations, wide campuses, and demanding security requirements. Plus, our spares, repairs, and logistics service enables us to deliver intelligent end-to-end IT hardware lifecycle management anywhere in the world.

We are a global community of exceptional people passionately working together with one shared vision. We uphold the highest standards of ethics, compliance, and security. We are fully ITIL-aligned and ISO-accredited for Environment, Information Security, Business Continuity, IT Service Management, and Occupational Health and Safety, and have privacy built by design into all our systems.

Our vision and ethos have stood the test of time, and we aim to exceed expectation and delight customers every time and our values are integral to the way we work together.
Join a team that prioritizes excellence—our ISO 9001 certification reflects our commitment to quality and superior customer service

ESP Global Services is an Equal Opportunity / Affirmative Action employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity or any other factor protected by applicable federal, state, or local laws.

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