Job Description - Senior Service Delivery Manager (15728)
Company
In 2019 we launched our brand new easyJet holidays business, with a mission to provide brilliant holiday experiences at unbeatable prices. We do this by combining easyJet’s flexible flight programme with handpicked hotels and best-in-class technology to provide hassle-free, personalised holidays. Since then, we have:
1. Launched our sustainability strategy, becoming the first major UK tour operator to offset the carbon emissions from its package holidays.
2. Doubled the size of our team.
3. Been named one of the Best Workplaces in Travel.
4. Reached a milestone 1.1 million customers in our first full year of trading.
5. Become the fastest growing UK tour operator.
We’re an ambitious bunch and we don’t intend on stopping here. We want to lead the industry, making sustainable travel affordable and accessible to everyone and to do this we’re building remarkable teams with modern ways of working. That’s where you come in! Join us as our Service Delivery Manager and help create brilliant holiday experiences for our customers.
Team
The Platforms team has a responsibility for managing and maintaining the underlying technology platforms that contribute to the success of easyJet Holidays (Website, reservations system, customer and comms platforms, data and analytics platforms etc). By providing secure, available and scalable platforms and the capabilities to enhance these systems we can enable business growth demanded by our Destination 2027 strategy.
Job Purpose
Own and Deliver for our Stakeholders:
1. This role develops close working relationships with all business areas and is responsible for the delivery of business aligned IT Services and the achievement of related performance targets (including SLAs) for each of those services.
2. The role is also responsible for delivering continuous service improvement and managing the customer facing aspects of change, metrics, reporting and acting as the primary escalation point for live services.
Manage Teams
The role's primary focus in this area is to manage both internal Live Support Teams and the operational aspects of key suppliers within IT, ensuring that those operational elements enable the operational needs of customers of those services.
Job Accountabilities
1. Understanding business priorities and how the services delivered assist in meeting business goals and strategies.
2. Maintaining and developing internal customer relationships within the business for all IT service-related issues (including major incidents).
3. Maintaining and developing support processes to ensure transparency in identifying, triaging, and resolving incidents.
4. Assisting internal customers to exploit the maximum value from IT services.
5. Regularly and routinely reporting incident management / problem management and service achievements in formal service review meetings.
6. Whenever necessary adopting the role of senior incident manager ensuring an optimal resolution of the service issue and maintaining communication with those customers affected throughout and after the incident.
7. Achieving high levels of internal customer satisfaction with the delivery of IT services.
8. Driving and governing live service improvements to achieve desired outcomes.
9. Agreeing SLAs and running service reviews with IT’s Service Providers.
Manage Supplier / Vendors (including easyJet Airline)
Specific activities will include:
1. Contracting with relevant 3rd parties in order to provide the service cover required.
2. Analysing supplier performance via regular service operational reviews and improvement plans.
3. Ensuring SLAs, service credits and discounts are calculated correctly.
4. Tracking and providing MI on all supplier performance.
5. Creating an environment which enables suppliers to work together on common activities.
6. Owning and rehearsing DR scenarios.
7. Working with suppliers to identify service enhancements and improvements.
8. Maintaining and executing capacity plans for all critical services.
Key Skills
1. Excellent understanding of business goals, ambitions and strategies.
2. Excellent communicator with a highly developed sense of “emotional intelligence”.
3. Displays exemplary “customer champion” behaviours.
4. Ability to translate to and from technology language and business language.
5. Good understanding of service quality assessment techniques and methodologies (i.e. strong ITIL knowledge).
6. Excellent problem solver.
7. Excellent vendor management and supplier relationship skills.
8. Ability to work cross-functionally to meet local and corporate goals.
9. Ability to display a motivational leadership style and set of behaviours which achieves targets and contributes to developing a positive culture and attitude from other team members and internal customers.
Key KPIs
1. Business satisfaction with IT Service Delivery.
2. Achievement of SLA Targets.
3. Reduced operational costs.
Location and Hours of Work
This full-time role will be based in Luton, and will be 40 hours per week, with some occasional travel required.
Requirements of the Role
Business Area
Technology - easyJet holidays
Primary Location
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