Service Delivery Manager

Role Description:

Job Summary

drive governance over our platform to ensure we deliver against our defined SLAs.

• Work Manager - Front the Service Delivery team in Bangalore and manage those recruited in the

• Support the onsite team in Europe by managing the below capabilities
• Incident Management - Ensure Incident Process is followed, during a P1 be on point to align with

• Change Management - Ensure Change Process is followed, Facilitate CAB and any queries

• Problem Management - Attend Post Mortem Reviews, Chase open problem tickets, Drive a

• Security Management - Help chase and track open vulnerabilities, Support Security teams with

• Documentation - Manage content and work with teams in the delivery of enhanced documents
• Reporting - Create a Service Pack for our stakeholders and help with the delivery of an outage

• Engagement - Build and maintain a strong relationship with our stakeholders, enhance

• Process - Follow the agreed processes and where gaps are identified solution a maturity program

• Ability to translate technical jargon into consumable business context and a strong leader with a genuine interest and proven talent for coaching and developing others
• Minimum 8-12 years of extensive Service Delivery Experience and minimum 3 years of team leading experience
• ITIL Foundation Certification - ITIL V3 or later [Mandate] & PMP, PM2 or Prince 2 Certification or Agile Scrum certified [Good to Have]
• Experience managing external service vendors with accountability for contractual delivery of service / supply hours
• Strong negotiation skills and capable of influencing others including senior stakeholders using reason and analysis
• Solid interpersonal skills with an emphasis on effective communication, both verbal and written English
• Ability to act with a sense of urgency to ensure internal and external customers are served in a timely manner
• Capable to work under stressful situations
• Confidence and ability to explain complex concepts effectively across a variety of stakeholders / partners
• Experience within an IT Service Management role developing IT processes, information flow, associated reports, and applications for defined service domain
• Experience in working agile in a regulated landscape would be an advantage
• Familiar with risk management
• Analytical and Problem Solving Skills
• Never leave a customer behind attitude
• Hands on mentality
• Seeks feedback for personal growth willing to learn
• A positive attitude which embraces Booking.com culture
• Embraces a learner mindset and can play protagonist when necessary