Reporting to: Head of service - UK

Location: London – Heathrow (hybrid, as travel to UK sites as required)

Contract Type: Permanent

About us

Vanderlande is recognised as the market leader in efficient logistics automation for airports, parcels, and warehouses. Our solutions are designed to streamline operations and enhance efficiency across these crucial sectors.

We have forged strong partnerships with industry leaders such as IAG Cargo, the cargo handling division of the International Airlines Group (IAG). We are steadily expanding our presence in the UK airport sector, with existing support contracts with MAG, Newcastle, and Cardiff airports.

At Vanderlande, we deliver practical, impactful solutions that meet our customers' evolving needs while maintaining a steadfast commitment to quality and service.

Introduction to role

As the Service Manager, you will be at the forefront of delivering exceptional service and operational performance for our customers. This role blends customer relationship management, service development, and operational leadership. You will not only maintain service levels and grow new business from existing and new customers, but also ensure the safe, efficient, and high-performing delivery of services at key sites.

You’ll work closely with our customers to understand and support their evolving needs through Life Cycle Planning, Retrofit, Upgrades, and Innovation. In parallel, you’ll lead teams delivering live operations, control room performance, and contract compliance. This is a strategic, people-focused role that bridges customer experience and service excellence.

Role Responsibilities

As a key member of the Vanderlande UK Service team, you will develop and lead customer relationships while also owning service delivery and contract performance across multiple operational sites whilst growing Vanderlande’s service business in the UK.

• Develop and maintain Account Plans for key customers.
• Lead proactive relationship management through site visits, meetings, and regular engagement touchpoints.
• Drive a service pipeline that includes:
• Existing Sites: Life cycle strategies, service contract renewals, system upgrades, and enhancements.
• New Sites: Develop service models (e.g., site based vs. remote), contribute to new project proposals.
• Identify and progress upgrade and enhancement opportunities in collaboration with commercial and technical teams.
• Evaluate and assess customer requirements; ensure service and operational solutions meet expectations.
• Manage bid processes and contractual negotiations with internal departments and clients.
• Promote and contribute to a culture of safety, quality, and innovation.
• Lead operational strategies aligned to the global service strategy, delivering against defined targets (Safety/Quality/Cost/Delivery/People).
• Oversee the performance of live baggage handling systems at strategic accounts
• Operational incident management, escalations and continuous improvement efforts.
• Ensure smooth and compliant service takeover from project teams to operational delivery.
• Work in partnership with third-party service providers to manage SLAs and contractual obligations effectively.
• Champion a “safety-first” culture across all operational activities.
• Ensure operational readiness and equipment availability for maximum efficiency.
• Drive digital transformation through data, innovation, and technology adoption.
• Inspire and lead cross contract teams to deliver exceptional service performance on UK contracts.
• Provide clear direction, coaching, and performance management for direct reports.
• Champion a high-performance culture focused on continuous improvement and innovation
• Ensure team capability through training, career development planning, and operational support.

Role Qualifications and Skills

• Strong experience in stakeholder management and service operations.
• Experience leading teams in large-scale, dynamic operational environments.
• Knowledge of baggage handling systems, logistics, or similar complex service environments (preferred).
• Commercial acumen with experience in service contract negotiations.
• Excellent communication, leadership, and coaching skills.
• Proven ability to use data to drive operational and strategic decisions.
• Strong influencing skills and the ability to work with cross-functional teams and partners.
• Passion for innovation, safety, and continuous improvement.

What we offer

• 28 days of annual leave (excluding public holidays)
• Bupa Medical Cover
• YuLife – Wellbeing membership with fast access to GP appointments, promotion of health and wellbeing along with daily quests to gain Yucoins that can be swapped for shopping vouchers
• Perkbox includes things such as free eye tests at Specsavers including discounts on Glasses, free cinema vouchers and a weekly free coffee from Nero. Along with hundreds of savings on day-to-day shopping, trips etc.
• A challenging work environment with lots of opportunities of career progression.
• Cycle to work scheme
• Pension with Aviva

Diversity & Inclusion

Vanderlande is an equal opportunity/affirmative action employer. Qualifies applicants will be considered without regards to race, religion, color, national origin, gender, sexual orientation, age marital status or disability status. If you feel there is a barrier that potentially prevents you from applying, we are always happy to discuss or explore, any reasonable adjustments can be made to support your application.