Service Delivery Manager

2 weeks ago

London, United Kingdom Collinson Full time

Collinson Group is a global leader in drivingloyalty and engagement for many of the worlds largest companies.Predominantly through the provision of travel related benefitswithin a market leading digital travel ecosystem. The group offersa unique blend of industry and sector specialists who togetherprovide marketleading experience in delivering products andservices across four core capabilities: Loyalty Lifestyle Benefitsand Insurance.

The group provides unrivalledinsight and expertise around affluent consumers and frequenttravellers creating and delivering products and services nowaccessible to over 400m end consumers.

We havemore than 25 years experience with 28 global locations servicingover 800 clients in 170 countries employing 1800people.

We have been bringing innovation to themarket since inception from launching the first independent globalVIP lounge access Programme Priority Pass to being the first tosell direct travel insurance in the UK through Columbus Direct andcreating the first loyalty agency of its kind in the travel sectorwith ICLP. Today we still invest heavily in innovation to ensurethat we continue to deliver superior customerexperiences.

Key clients include: Visa MastercardAmerican Express Cathay Pacific British Airways LATAM Flying BlueAccor EasyJet HSBC Chase HDFC.

Our mission isfocused on doing good beyond profit which for us means we seek outopportunities for our people to share in our success and that wegive back to the communities and people within which wework.

Never short of ambition the success of ourbusiness is delivered through the diverse and talented team of over1800 colleagues globally.

Purposeof the job

Reporting to theService Management Director Global the Service Delivery Manager isanexperienced professional with demonstrable experience andaccountability for key Service andSupport capabilities. Working ina dynamic environment this role will drive a customercentricculture through relationships across the businessparticularly at C level.

You will work closelywith the existing Infrastructure and Application delivery teamsandfellow Service Delivery Managers taking ownership of thefacilitation and governance of ServiceDelivery while ensuring thatthe global delivery and customer facing teams are getting thebestservice possible from internal Travel Experience resolvergroups and in turn providing improvedservices to our end usersacross theglobe.

KeyResponsibilities

Responsible forthe management of services aligned with the Travel Experiencedepartment within Collinson
Provision of service qualityand overseeing the successful resolution of all service tickets tothe satisfaction of all involved parties
Work with theresolver groups to improve services and reduce the number of repeatincidents both from an application perspective as well asinfrastructure
Management of services in line withcontractual commitments
Forge and maintain excellentrelations with internal and external customers
Ability toeffectively communication with all stakeholders at all levels forexample business owners product owners technical owners operationaldepartments and C level
Contribute toward strategies forservice transformation improvement and maintaining serviceprocesses and quality through working closely with the ServiceManagement Office (SMO)
Provide timely and accuratecommunication/reports to management colleagues and internal/external clients where required including the appropriateescalation of issues
Produce and maintain requiredservice delivery documentation
Participate in and/or runinternal and external stakeholder meetings related to supported andfuture demand Responsible for the provision of 24 x 7 escalationsupport as required
Taking part in an out of hours MajorIncident Manager rota structure
Monitoring local andvirtual support teams to ensure SLAs are met and to ensure optimalservice and customer satisfaction
Continual Improvementis a focus and has high priority
Ensuring problemsidentified are resolved in a timely fashion Ensure that systemsprocedures and methodologies are aligned with the ServiceManagement Office (SMO) and adhered to to support outstandingservice delivery
Providing accurate and regular reportson performance of the Travel Experience resolver groups
Building strong relationships with teams and stakeholdersto enable effective dialogue exchange between departments
Representing the TE services across the business ensuringrisk is raised at the correcttime

Knowledge skills andexperience required

5 10 yearswork experience in a Service Delivery Management role withdemonstratable experience in IT service delivery in a clientfacingenvironment
A broad understanding of enterprise levelinfrastructure and applications
Commercial thinking withan understanding of technology service delivery andSLAs
Exceptional customerfacing presentation andinfluencing skills
Experience in working withmultidisciplined development teams including external vendors andagencies providing services for projects
The ability todemonstrate through examples the effective management ofstakeholder relationships internally and externally
Provenexperience and capability in ITIL or VeriSM principles with ITILfoundation qualification Skilled in conflict management andinfluencing
Strong organizational and problem solvingskills
Capacity to train and guide other team members andbusiness teams in right practices Ability to manage and prioritisetasks efficiently
Excellent third party and stakeholdermanagement
Fluent written and spokenEnglish

Collinson is an equalopportunity employer and welcomes differences in all their formsincluding: colour race ethnicity gender identity sexual orientationneurodivergence family status age individuals with disabilities andpeople from all backgrounds cultures and experiences as we stronglybelieve this contributes to our ongoing success.

We are focused oncontinually evolving our purpose driven high performing cultureproviding an environment where our people have the opportunity toachieve their full potential and do interesting and meaningfulwork. Our company values are: Act smarter Do the right thing Oneteam and Be insight led. These help guide everything we dointernally in terms of how we think act and interact right throughto how we deliver value to our customers and clients.

In your application pleasefeel free to note which pronouns you use (For example she/her/hershe/him/his they/them/theirsetc).

If you need any extrasupport throughout the interview process then please email us at

We also have our very ownBeacons (Domestic Abuse Advisors) supporting within each of ourglobal offices. Our Beacons will be your point of contact if you orsomeone you know needs support.

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