Service Delivery and Service Desk Manager

1 month ago

Greater Manchester, United Kingdom Travel Counsellors Full time
Service Manager Role Overview

We're seeking an experienced Service Manager to lead and inspire multi-disciplinary teams in delivering exceptional customer service and service performance. As Service Manager, you will oversee and manage customer service and support operations in the Technology Department, leading teams to provide high-quality service to our global community of travel professionals and head office colleagues.

You will manage the day-to-day service operations of the technology platform to ensure high availability and performance and own, optimise, and evolve the technology service operations and experience. This role involves managing a team of 20 technology professionals covering various disciplines, including service desk, application support, project delivery, and platform administration.

The Service Team is responsible for the delivery of platform service to our global community of customers. Key responsibilities include:

  • Service Operations Management: Responsible and accountable for the delivery of effective service operations and overseeing the support of the platform, including its technology supply chain and ecosystem.
  • Customer Experience: Responsible for delivering an exceptional, caring, effective, and professional customer experience and service performance.
  • Service Optimisation: Responsible for driving the continued improvement of our Technology Service and Service Management Lifecycle to our global community of colleagues and customers.
  • Team Development: Identifying opportunities for and delivering policy, process, guidance, training, mentorship, and coaching to build and mature the team's capabilities.
  • Process Optimisation: Responsible for developing and improving our key service management processes, including incident and escalation management, change control, and asset management.
Benefits
  1. A competitive basic salary + annual company bonus
  2. Flexible hybrid working model
  3. Career development and promotional opportunities
  4. 25 days holidays (increasing to 28 after 5 years of service)
  5. A Moments That Matter Day (annually)
  6. Enhanced maternity/paternity pay
  7. Holiday buy and sell (up to 5 days per year)
  8. 3 paid days charity leave
  9. Company events, socials, and incentives
  10. 3x annual salary death in service benefit
  11. Company pension scheme
  12. Costco membership
  13. Salary sacrifice, company car scheme
  14. Cycle to Work Scheme
  15. Employee Assistance Programme
  16. Free breakfast, fruit, and hot/cold beverages
  17. Referral scheme
  18. Employee discount
  19. Private medical insurance (taxable benefit) or healthcare cash plan (costs incurred by employees)
Essential Skills
  1. A Bachelor's degree in Computer Science, Information Technology, or a related field
  2. A minimum of 5 years of experience in platform management, IT operations, or a similar role
  3. A proven track record of managing complex technical environments and leading technical teams
  4. Service management qualifications such as ITIL or SDI Management

Travel Counsellors is a leading travel marketplace for self-employed travel entrepreneurs, empowering over 2,000 global independent travel agents to run successful leisure and corporate travel businesses. We pride ourselves on remaining a company that truly cares and has never wavered from its purpose - to redefine what personal means for a travel business.

We are expanding at a phenomenal rate - on the back of our record year in terms of revenue (over £930m) - and are looking for outstanding individuals to join our dedicated Head Office team to help the company continue to flourish.

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