Service Delivery Analyst

4 weeks ago

London, Greater London, United Kingdom Collinson Full time
Job Title: Service Delivery Analyst

Collinson is a global company that helps people travel with ease and confidence. We offer a unique blend of industry and sector specialists who provide market-leading airport experiences, loyalty, and customer engagement solutions for over 400 million consumers.

We operate Priority Pass, the world's original and leading airport experiences programme. Our network of 1,500+ lounges and travel experiences helps elevate the journey into something special. We work with leading payment networks, banks, airlines, and hotel groups worldwide.

We've been innovating since inception, from launching the first independent global VIP lounge access programme to creating the first loyalty agency in the travel sector. Today, we continue to invest in innovation to deliver superior customer experiences.

Our key clients include Visa, Mastercard, American Express, Cathay Pacific, British Airways, LATAM, Flying Blue, Accor, EasyJet, HSBC, Chase, and HDFC.

Our mission is to do good beyond profit, which means we seek opportunities for our people to share in our success and give back to the communities we work with.

Job Summary

The Service Delivery Analyst will work closely with the Service Management Office (SMO) and Service Delivery Managers to facilitate quality service delivery. This role will interface with customers on named accounts, providing day-to-day support.

Key Responsibilities
  • Support the SMO and Service Delivery Managers in providing support to internal and external customers.
  • Participate in the 'Duty Manager' rota structure to provide Major Incident Management guidance to the Service Assurance coordinators.
  • Identify opportunities to improve optimal service and customer satisfaction.
  • Facilitate and create customer-specific and operational reports, and support customer service reviews.
  • Contribute to Service Management policies and processes as part of a Continual Service Improvement approach.
  • Support the Problem Management process.
  • Own the Knowledge Database and work with the Service Delivery Manager (Governance) to keep it updated and improved.
  • Monitor agreed support channels and ensure recommendations are included or updated in existing Knowledge Articles.
  • Build strong relationships with teams and stakeholders to enable effective dialogue exchange between departments.
  • Establish and maintain excellent relationships with customers, internal and external service providers, SMO, and Service Desk leadership teams.
  • Own customer service escalations and coordinate with internal and external stakeholders until restoration of services.
  • Own and coordinate Root Cause Analysis of any service outage for customers with relevant internal and external stakeholders.
Requirements
  • Work experience in a service-focused role with exposure to digital technologies and key functions such as Incident, Problem, Change, and Major Incident Management.
  • A comprehension of enterprise-level infrastructure and applications.
  • Exceptional customer-facing, presentation, and influencing skills.
  • Experience of working to escalation procedures, incident management, and other disciplines related to service delivery.
  • Experience in conflict management and influencing.
  • An analytical mind with a focus on Continual Service Improvement.
  • Ability to manage and prioritize tasks efficiently.
  • Fluent written and spoken English.

We are an equal opportunity employer and welcome differences in all their forms. We are focused on continually evolving our purpose-driven, high-performing culture, providing an environment where our people have the opportunity to achieve their full potential and do interesting and meaningful work. Our company values are: Act smarter, Do the right thing, One team, and Be insight-led.

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