Service Delivery Manager

Collinson Group is a global leader in driving loyalty and engagement for many of the worlds largest companies. Predominantly through the provision of travel related benefits within a market leading digital travel ecosystem. The group offers a unique blend of industry and sector specialists who together provide marketleading experience in delivering products and services across four core capabilities: Loyalty Lifestyle Benefits and Insurance.

The group provides unrivalled insight and expertise around affluent consumers and frequent travellers creating and delivering products and services now accessible to over 400m end consumers.

We have more than 25 years experience with 28 global locations servicing over 800 clients in 170 countries employing 1800 people.

We have been bringing innovation to the market since inception from launching the first independent global VIP lounge access Programme Priority Pass to being the first to sell direct travel insurance in the UK through Columbus Direct and creating the first loyalty agency of its kind in the travel sector with ICLP. Today we still invest heavily in innovation to ensure that we continue to deliver superior customer experiences.

Key clients include: Visa Mastercard American Express Cathay Pacific British Airways LATAM Flying Blue Accor EasyJet HSBC Chase HDFC.

Our mission is focused on doing good beyond profit which for us means we seek out opportunities for our people to share in our success and that we give back to the communities and people within which we work.

Never short of ambition the success of our business is delivered through the diverse and talented team of over 1800 colleagues globally.

Purpose of the job

Reporting to the Service Management Director Global the Service Delivery Manager is anexperienced professional with demonstrable experience and accountability for key Service andSupport capabilities. Working in a dynamic environment this role will drive a customer centricculture through relationships across the business particularly at C level.

You will work closely with the existing Infrastructure and Application delivery teams andfellow Service Delivery Managers taking ownership of the facilitation and governance of ServiceDelivery while ensuring that the global delivery and customer facing teams are getting the bestservice possible from internal Travel Experience resolver groups and in turn providing improvedservices to our end users across the globe.

Key Responsibilities

Responsible for the management of services aligned with the Travel Experience department within Collinson
Provision of service quality and overseeing the successful resolution of all service tickets to the satisfaction of all involved parties
Work with the resolver groups to improve services and reduce the number of repeat incidents both from an application perspective as well as infrastructure
Management of services in line with contractual commitments
Forge and maintain excellent relations with internal and external customers
Ability to effectively communication with all stakeholders at all levels for example business owners product owners technical owners operational departments and C level
Contribute toward strategies for service transformation improvement and maintaining service processes and quality through working closely with the Service Management Office (SMO)
Provide timely and accurate communication/reports to management colleagues and internal/ external clients where required including the appropriate escalation of issues
Produce and maintain required service delivery documentation
Participate in and/or run internal and external stakeholder meetings related to supported and future demand Responsible for the provision of 24 x 7 escalation support as required
Taking part in an out of hours Major Incident Manager rota structure
Monitoring local and virtual support teams to ensure SLAs are met and to ensure optimal service and customer satisfaction
Continual Improvement is a focus and has high priority
Ensuring problems identified are resolved in a timely fashion Ensure that systems procedures and methodologies are aligned with the Service Management Office (SMO) and adhered to to support outstanding service delivery
Providing accurate and regular reports on performance of the Travel Experience resolver groups
Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments
Representing the TE services across the business ensuring risk is raised at the correct time

Knowledge skills and experience required

5 10 years work experience in a Service Delivery Management role with demonstratable experience in IT service delivery in a clientfacing environment
A broad understanding of enterprise level infrastructure and applications
Commercial thinking with an understanding of technology service delivery and SLAs
Exceptional customerfacing presentation and influencing skills
Experience in working with multidisciplined development teams including external vendors and agencies providing services for projects
The ability to demonstrate through examples the effective management of stakeholder relationships internally and externally
Proven experience and capability in ITIL or VeriSM principles with ITIL foundation qualification Skilled in conflict management and influencing
Strong organizational and problem solving skills
Capacity to train and guide other team members and business teams in right practices Ability to manage and prioritise tasks efficiently
Excellent third party and stakeholder management
Fluent written and spoken English

Collinson is an equal opportunity employer and welcomes differences in all their forms including: colour race ethnicity gender identity sexual orientation neurodivergence family status age individuals with disabilities and people from all backgrounds cultures and experiences as we strongly believe this contributes to our ongoing success.

We are focused on continually evolving our purpose driven high performing culture providing an environment where our people have the opportunity to achieve their full potential and do interesting and meaningful work. Our company values are: Act smarter Do the right thing One team and Be insight led. These help guide everything we do internally in terms of how we think act and interact right through to how we deliver value to our customers and clients.

In your application please feel free to note which pronouns you use (For example she/her/hers he/him/his they/them/theirs etc).

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

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