Whitbread has landed one of its biggest technology transformation projects in its history with our new booking and reservations system – Opera, and handles nearly £2billion worth of transa...
Whitbread has landed one of its biggest technology transformation projects in its history with our new booking and reservations system – Opera, and handles nearly £2billion worth of transactions per year with a staggering 151 million visits to our website. Our Digital Platform Team play a critical role looking after the health and performance of our Whitbread digital platform and its effect on both our customers and business.
The Service Delivery Manager is essential in establishing and maintaining strong relationships with business stakeholders, suppliers, and ensuring that IT services meet standards of quality, cost-effectiveness, and performance. In this role, you will oversee the IT payment services for premierinn.com website, apps, and business booker, focusing on enhancing service reporting and supporting seamless customer bookings.
As our new Service Delivery Manager, you will be responsible for the technology services that support our Digital Payments ensuring an exceptional customer experience.
Role: Service Delivery Manager (Digital and Payments)
£52,000pa - £65000pa, plus up to 30% company performance-based bonus
Contract Type: Full-Time and Permanent
Location: Dunstable/Holborn London, hybrid- a minimum of 3 days per week in the office. Must be able to travel to Dunstable/Holborn.
Why You’ll Love It Here
- Healthcare: Individual & Family BUPA healthcare
- 10% matched pension
- Discounts: Up to 60% discount on Premier Inn stays and 25% discount on our Restaurant brand
Check out all our benefits here: https://www.whitbreadcareers.com/about-us/benefits/
What you’ll be doing:
- Manage IT Payment Service Delivery on behalf of the Digital Team
- Leading Post Incident Review (PIR) following major incidents relating to Payment services
- Be responsible for service delivery for applications, infrastructure and platforms
- Deliver Services in a cost effective manner and when required to budget
- Provide service and supplier governance, including assistance and ownership when appropriate in process and standards development and documentation
- Management of the service performance of the external vendors providing IT support and service delivery
- Assist IT Procurement in Contract management and change
- Successful service delivery - SLA achievement and high level of customer satisfaction
- Monitoring overall performance of services and building service reports
What you’ll need:
- Service delivery and management experience in a complex and dynamic Digital environment
- Exposure to managing multi million pound service contracts
- Strong Supplier management within a outsourced and offshore context
- Able to demonstrate delivering continuous improvements for Digital Service
- Worked within an ITIL framework service manager role previously (ITIL qualification or relevant experience advantageous)
- Have a knowledge of service management methodology and managing full life cycle of services from definition to retirement
- Incident Management
- Experience with service governance methodologies
- Excellent analytical, negotiation and stakeholder skills
Be part of our Digital Team at Whitbread
Keeping up with new platforms and real-world technologies allows us to get closer to our audience than ever before. Our dynamic Digital Platform Team are subject experts and a team who are passionate about what they do.
We encourage your application. Apply today or contact our recruitment team for more information. #LI-MM1
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We believe that everyone is unique and there should be no barriers to entry and no limits to ambition. We are committed to being an inclusive organisation that values diversity and welcomes your application whatever your background or situation.
Under-represented groups such as women, ethnic minorities, people with disabilities & members of the LGBTQIA+ community (those who identify as lesbian, gay, bi, trans and non-binary or those who use a different LGBTQIA+ term), are strongly encouraged to build a career with us. Speak to us about workplace adjustments, part-time and flexible working. Where possible we will support this.
Job ref: 26064-4492
Advertised: 05 Nov 2024
