Operations Manager - Critical Services - #194458

Reference 12053 Closing date 24/7/2026 Brand British Airways Career area Ground Operations & Cargo Contract type Permanent Full Time Location Heathrow Airport, London

A Career Without Limits

At British Airways, we connect Britain with the world and the world with Britain. Behind every successful flight is a team of dedicated operational professionals working together to deliver a safe, secure and punctual operation for our customers.

We're looking for an experienced and motivated Operations Manager to join our Critical Services team at Heathrow. This is an exciting opportunity for a proven operational leader who thrives in a fast-paced environment, enjoys leading people, and is passionate about delivering exceptional safety and operational performance.

The Role

As an Operations Manager within Critical Services, you will play a key leadership role in one of the busiest and most complex airport environments in the world. Working at the heart of our Ground Operations function, you will lead teams responsible for delivering critical operational services, ensuring the highest standards of safety, compliance and performance are maintained around the clock.

You'll be a visible and influential leader, supporting colleagues on the frontline, managing operational challenges, and driving continuous improvement across the operation.

What You'll Be Responsible For

• Leading Critical Services teams across a 24/7, 365-day operation.
• Acting as the management representative during operational and safety-related incidents, ensuring appropriate reporting and duty of care processes are followed.
• Creating a positive, high-performing culture where colleagues feel engaged, supported and empowered to succeed.
• Driving operational excellence, safety performance and customer-focused outcomes.
• Working closely with Heathrow operational leaders, safety and security teams, and other stakeholders to deliver a safe and efficient operation.
• Coaching, developing and motivating frontline colleagues and managers to achieve outstanding results.
• Managing operational disruption and ensuring effective decision-making in a dynamic environment.
• Identifying opportunities for continuous improvement and leading change initiatives that enhance performance.

What We're Looking For

We're seeking an inspirational leader who combines operational expertise with strong people management skills.

You will ideally have:

• Significant experience working in a fast-paced operational or airport environment.
• Proven leadership and people management experience, including coaching and developing teams.
• Experience managing operational performance, safety and compliance requirements.
• Strong stakeholder management and communication skills.
• The ability to make sound decisions under pressure and lead through operational challenges.
• An understanding of working with trade unions and employee relations processes.
• Knowledge of people policies and performance management processes.
• A proactive, collaborative approach with a passion for continuous improvement.

Essential Requirements

• Full UK manual driving licence held for a minimum of 12 months.
• No more than three penalty points on your licence.
• Ability to obtain and maintain an airport airside pass.
• Ability to obtain and maintain an airside driving permit.
• Flexibility to work a shift-based roster covering days, nights, weekends and public holidays.

Location: London Heathrow Airport (Terminal 5)
Contract: Full Time, Shift-Based (24/7/365 Operation)

Why British Airways

At British Airways, you'll have the opportunity to make a real impact in one of the world's most recognised airlines. We invest in our people, encourage career development, and provide opportunities to grow your leadership capability while working alongside talented colleagues who are passionate about delivering excellence.

Inclusion & Diversity

At British Airways, we are committed to creating an inclusive workplace where everyone can be themselves and thrive. We welcome applications from people of all backgrounds, experiences and perspectives because we know that diverse teams drive innovation, creativity and better outcomes for our customers and colleagues alike.

Join us and be part of our journey to become a Better BA.

We reserve the right to close this campaign earlier than the advertised closing date if a sufficient number of suitable applications are received