Service Delivery Manager

Specialist Holidays Group Limited
Crawley, West Sussex
17 Oct 2016
31 Oct 2016
Contract Type
At A Glance As the IT Service Delivery Manager, you will be responsible for managing the delivery of IT Services, across the Travelopia business. Using the ITIL framework, you will ensure processes are continuously assessed and developed to improve ITIL maturity. You will be accountable for all Service Delivery processes, Vendor Management, Stakeholder Management and Service Level Management. You will also act as a point of escalation for the Service Desk, whilst providing direct line management for the UK & Overseas Service Desk Team Leaders and Change & Problem Manager, including regular 121s and performance reviews. What You Will Be Doing Accountable for Service Desk team and their KPIs. SLAs/PCA/Response timesAccountable for ITIL Service Management processes.Hiring/Performance management of Service Desk Team.Handling incident and problem escalation, ensuring that all issues are dealt with and escalated to the appropriate team efficiently.Accountable for performance and development of all aspects of IT Service Management. Including, but not limited to the Service Desk, Service Level Management, Asset Management, and Incident/Problem/Change.Working closely with direct reports to analyse and improveDevelopment of ITIL maturity.Ownership of ITSM toolset configuration, championing best practice in ticket management.Representation of the IT Service Desk at project meetings as required.Building relationships with key internal contacts and third party suppliers to ensure adherence to agreed SLA.Assist/liaise with contractors, third parties and/or other members of Travelopia in supplying IT services to the Travelopia Business, both overseas and in the UK.Facilitate regular team meetings ensuring best practice is followed. What We Are Looking For ITIL Foundation qualified (minimum).ITIL Intermediate Qualifications desirable.Previous team management experience. Previous Service Desk experience.Excellent communication skills.Strong team leading skills.Strong task management skills.Customer service driven. Working Within TUI Group Operating across the globe including Europe, Australia, North America and Canada, we're passionate about being the best and pride ourselves on the unique and diverse range of holiday experiences we offer our customers. Our combined businesses are the world's largest provider of specialist and experiential travel with a range of unique experiences, from private jets, polar expeditions, sailing, ski holidays and more. Join us and in return you'll be rewarded with: Competitive salaryVarious employee discounts and offersChildcare vouchers & cycle to work schemeContributory Pension schemeCareer progression opportunities Please note that for all benefits, details were accurate as at the date of publication. Any changes will be notified to you upon your start with the Company." How to Apply Please click on the link below, the application process consists of answering a few questions and uploading your CV.