Service Delivery Manager
| Posting date: | 26 April 2024 |
|---|---|
| Hours: | Full time |
| Closing date: | 26 May 2024 |
| Location: | Hemel Hempstead, Hertfordshire, HP2 4YL |
| Company: | Bourne Leisure |
| Job type: | Permanent |
| Job reference: | req59989 |
Summary
Service Delivery Manager
As leader of the Warner Service Delivery team, you will be responsible for owning key relationships with service partners and suppliers to streamline support processes and monitor service levels, address gaps in support and ensure appropriate support contracts are in place and regularly reviewed. You will ensure technology is delivered consistently across the Warner estate, and the support processes in place are fit for purposes to allow the business to operate efficiently.
What will I be doing?
- Carry out occasional site visits to better understand where teams experience persistent technology issues, and the impact on their ability to deliver our guest experience. Own and implement the improvement process.
- Demonstrate a commitment to delivering a superior technology experience to our teams.
Support sites teams with resolving operational issues including door locks, phone lines, AP connectivity and PDQs - Ensure the Service Delivery function communicates service outages, project communications and technology-related incidents effectively, and support with reviewing Problem/RCA with internal/external service partners and suppliers
- Gain a sufficient understanding of the systems used by Warner team to help deliver improved service levels
- Gain a sufficient understanding of the necessary workplace systems used with your department, such as iBuy, Cornerstone, Concur, in order to be able to support teams
- Encourage and support Service Delivery continuous improvement, ensuring support and process documentation is always updated, reports and comms fit for purpose, and adopting any other best practises from industry standards.
- Working collaboratively with all central teams to continually improve the team technology experience
- Work towards implementing and owning a streamlined support offering for Warner business, across hotel team and Hemel.
- Provide general support to technology related project plans helping to ensure they are delivered on time and on budget
What are we looking for?
- Good organisation and time management skills
- Able to manage multiple priorities and adapt quickly to changing requirements
- Be proactive in gaining a broad, high-level, understanding of a wide variety of systems and processes
- Autonomous decision maker – able to just between need for assertiveness and peer review
The benefits of working with us
- A fantastic opportunity for career development through externally recognised qualifications in addition to in-house training and development (Degree and Apprenticeship level)
- 20% discount for you, your family & friends across our Bourne Leisure brands; Warner Leisure Hotels and Haven Holidays (including further discounted breaks within
Warner for you, your family, and friends to use) - Access to numerous discount and offers with many national brands and retailers.
Diversity, equality, and inclusion are at the heart of who we are and what we do. Our commitment to these values is unwavering and they are central to our mission. We encourage applications from all backgrounds, communities and industries and we are happy to discuss any reasonable adjustments or flexibility that you may require, including whether a role can be part-time or a job-share.
We genuinely care about every candidate's experience during the recruitment process and are here to provide support where we can. If you require any assistance or reasonable adjustments while applying, please don't hesitate to reach out to us at: Warner.leisurerecruitment@bourne-leisure.co.uk