Role Overview As Service Manager, you will oversee and manage customer service and support operations in the Technology Department, leading teams to provide exceptional 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.
Principal Accountabilities Team Leadership: Leading a team of c. 20 technology professionals covering various disciplines, including service desk, application support, project delivery and platform administration.
This Service Team is responsible for the delivery of platform service to our global community of c. 3,000 users and over 6,000 devices.
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, including our bespoke travel management platform, internal CoTS software, and Microsoft 365 platform (including telephony).
Customer Experience: Responsible for the delivery of 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 Travel Counsellors 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 & escalation management (including on-call), change control, and asset management Benefits A competitive basic salary + annual company bonus Flexible hybrid working model Career development and promotional opportunities 25 days holidays (increasing to 28 after 5 years of service) A Moments That Matter Day (annually) Enhanced maternity/paternity pay Holiday buy and sell (up to 5 days per year) 3 paid days charity leave Company events, socials, and incentives 3x annual salary death in service benefit Company pension scheme Costco membership Salary sacrifice, company car scheme Cycle to Work Scheme Employee Assistance Programme Free breakfast, fruit, and hot/cold beverages Referral scheme Employee discount Private medical insurance (taxable benefit) or healthcare cash plan (costs incurred by employees)