Operational Excellence at the Line

Andrew Ibsen is Duty Maintenance Manager, British Airways, bridging traditional aviation with emerging digital capabilities. Licensed under B1.1 EASA/UK CAA, he brings extensive experience across MRO, airworthiness, and global regulatory compliance. Proficient in key aviation and business systems, Ibsen supports operational excellence across multiple fleets and carriers. His leadership reflects a commitment to innovation, safety, and performance in fast-paced, high-stakes environments.

Can you tell us about your current role and what a typical day looks like for you?

In my current position, I lead a team responsible for ensuring the safe and timely turnaround of aircraft at one of the busiest international terminals in the U.S. My days are fast-paced, often starting before the first departure and running through the final arrival. Each shift involves managing line maintenance operations, supporting the engineering team, responding to live aircraft issues, and collaborating with multiple stakeholders-from ground handlers to flight crews.

But no two days are the same. Weather disruptions, last-minute schedule changes, and technical snags demand constant problem-solving, clear communication, and split-second decision-making. That is where leadership in the moment really matters.

What are the biggest challenges you face in your role, and how do you tackle them?

Operating in a live environment means everything is dynamic. Resources are always limited-whether it is time, personnel, or parts. One of the key challenges is managing competing priorities under pressure without compromising safety or quality.

“People do not need perfect conditions, they need consistent leadership”

My approach is built on two pillars: clarity and trust. Clarity ensures that my team understands what is expected and why. Trust allows them the autonomy to act decisively. I spend time with the team on the ramp, not behind a desk, and that visibility makes a difference. People do not need perfect conditions, they need consistent leadership.

In your view, what defines strong leadership in a maintenance operation?

Strong leadership in an operational environment is not about being the loudest in the room, it is about being the most dependable. I believe leadership is about making others successful. That means listening before speaking, owning the tough calls, and removing roadblocks so the team can focus on the task at hand.

I also believe in building a culture where feedback is not just welcomed but expected. Mistakes happen; what matters is how quickly we learn and adapt. That is the foundation for continuous improvement, which is essential in aviation.

You have been involved in operational and digital improvements-can you share a bit about that?

Beyond day-to-day operations, we are actively leading the charge in transforming how line maintenance works-digitally and culturally. This past year has been a turning point. We have developed and deployed in-house tools that automate repetitive tasks, streamline compliance workflows, and enhance engineer accountability. These are not just local solutions they are scalable models being looked at across the wider network.

We are giving our customers more transparency, improving communication, and ultimately raising the bar for both safety and quality standards. The goal is to spend less time on paperwork and more time on aircraft. And yes, we are also generating additional revenue by being smarter with our resources. Innovation doesn’t have to mean adding more-it can mean simplifying what’s already there.

What keeps you inspired in this field?

It is the people. There is a unique camaraderie in aviation-especially on the line-where everyone knows what’s at stake. We operate under pressure, in the elements, on tight deadlines, and yet we keep delivering. Watching a team rally around a delay, solve a technical issue, and still make an on-time push, it is magic. It is real-time impact.

Every departure is a mission accomplished-and that never gets old.

What’s next?

We are just getting started. The future of line maintenance is digital, agile, and connected and we are helping define what that looks like. Whether it is developing smarter systems, mentoring the next generation, or championing a leaner way of working, our team is not waiting for change. We’re building it.