Job Details: Service Delivery Coordinator
The Role
Our core vision is to delight our owners and guests, so we’re on a continual mission to look at ways we can improve processes, whether through effectiveness or efficiency. This role will see you working with our Guest and Owner facing teams to drive improvements with a key focus on supporting our ongoing digital transformation.
We’re looking for a proactive team player, who is comfortable identifying processes that can be improved or automated. Once identified, you’ll help to shape and document new processes which will enhance the overall service we provide to Guests and Owners. However, it’s super important that any changes and implementations don’t impact on our day to day business or risk affecting our operations. To avoid this, you’ll need to work with internal teams and a number of key stakeholders to build strong relationships based on trust.
Think you have what it takes to be our new Service Delivery Manager? If you’re an advocate for change and continuous improvement and love driving projects forward, this role presents an opportunity to work on large, pan-European projects where you’ll deliver effective change management, whilst supporting our teams in ensuring we’re all focused on the same end goal. It’s not all about processes, though; we’re looking for someone who is people-focused and who can drive engagement and end user buy in through effective transformation communication plans.
Key tasks, responsibilities, and accountabilities
We’re a team full of energy, with a passion for what we do, so it’s key that you’re enthusiastic, driven, keen to be part of a team and love to travel. What else do you need in order to succeed in this role?
Assist Transformative Change
1. Engaging with multiple stakeholders to monitor and deliver transformation success and help ensure that changes are conducted with minimal execution risk and disruption to business as usual.
2. Forming and maintaining trusted relationships with key stakeholders across the business to support change delivery.
3. Help to embed a ‘Continuous Improvement’ culture across the teams working with key departments to deliver local change (i.e. process improvements).
4. Help deliver effective change management plans for large projects focused on improving our technology and processes.
5. You’re proactive and take pride in delivering good results, balancing deadline management with project coordination.
6. You’re a great communicator who can build fantastic and lasting working relationships.
7. Working alongside Product and Tech teams in delivering business roadmaps, handling risks/issues/dependencies as they arise and keeping stakeholders focused on the agreed change outcomes and benefits.
8. Help to deliver the operations transformation communication plan and drive engagement across the teams to deliver growth and efficiency results.
9. You’re passionate about travel and delivering change!
Change Management and Process Optimisation
1. Work with the Owner and Guest teams to ensure process optimisation, reducing time in the funnel and driving forward technological change.
2. Driving forward process adoption across Owner and Guest teams, reducing friction points in system and process.
3. Ensuring we have optimal processes in place to improve Owner and Guest sentiment and help deliver business service levels/KPIs.
4. Work closely with business stakeholders to review efficiencies in Owner and Guest facing teams whilst focusing on improving the Guest and Owner experience.
Equally as important as all the technical “stuff”, we’re looking for someone who is hungry to learn and develop. We don’t believe in standing still (we work in travel, after all), but instead think that everyone should be learning, all the time. If you’re excited by working in a fast paced environment, are obsessed with continuously improving Owner and Guest experience and want to join us on our journey, we’d love to chat.
Skills /Experience/Education Required
Minimum Desirable
1. Strong systems experience.
2. Ability to analyse and evaluate data to make recommendations for improvements.
3. High level knowledge of Excel and PowerPoint.
4. Strong communicator.
5. Strong organisational skills.
6. Ability to work to strict deadlines and prioritise workloads.
7. Knowledge of change management methodologies.
8. Salesforce experience.
9. Project management experience.
10. Degree level education.
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