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Service Delivery Analyst
2 months ago
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 for travellers in over 650 airports across 148 countries.
We work with leading payment networks, banks, airlines, and hotel groups worldwide. Our mission is to deliver superior customer experiences while doing good beyond profit.
Key Responsibilities
- Support the Service Management Office (SMO) and Service Delivery Managers in providing support to internal and external customers.
- Take part 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.
- Contribute to Service Management policies and processes as part of a Continual Service Improvement approach.
- Support with 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.
- 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.
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.
About Collinson
Collinson is an equal opportunity employer and welcomes differences in all their forms. We strongly believe that our diverse team contributes to our ongoing success. Our company values are: Act smarter, Do the right thing, One team, and Be insight-led. These values guide everything we do internally and in how we deliver value to our customers and clients.
We have a purpose-driven, high-performing culture that provides an environment where our people can achieve their full potential and do interesting and meaningful work.
We are committed to continually evolving our culture and providing support to our people. If you need any extra support throughout the interview process, please email us at [insert email].
We also have our very own Beacons (Domestic Abuse Advisors) supporting within each of our global offices. Our Beacons will be your point of contact if you or someone you know needs support.
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