Service Delivery Manager

Role & responsibilities

• People Manager - Front the Service Delivery team in Bangalore and manage those recruited in the team. Also support the team to embrace to Booking values
• 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 stakeholders.
• Change Management - Ensure Change Process is followed, Facilitate CAB and any queries raised by stakeholders
• Problem Management - Attend Post Mortem Reviews, Chase open problem tickets, Drive a Service Improvement Plan
• Security Management - Help chase and track open vulnerabilities, Support Security teams with any crossover service issues
• 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 report. Once created present these to leadership and our key stakeholders
• Engagement - Build and maintain a strong relationship with our stakeholders, enhance relationships with our product teams
• Process - Follow the agreed processes and where gaps are identified solution a maturity program

Preferred candidate profile

• A strong leader with a genuine interest and proven talent for coaching and developing others
• Ability to translate technical jargon into consumable business context
• 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
• 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
• Strong experience in ITIL Service Foundations
• Experience in working agile in a regulated landscape would be an advantage

Required Competencies:

• 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

Perks and benefits

Hybrid work environment

EMEA Shifts