Service Delivery Manager

Job Description

Within Booking.com we are implementing a regulated approach over our payment flows to deliver control and safeguarding of funds travelling through our financial systems. To maintain operational control and ensure service is being delivered we are looking for a Service Delivery Manager. The successful candidate will be expected to build and manage a relationship with our internal stakeholders and help drive governance over our platform to ensure we deliver against our defined SLAs. Key Responsibilities Work Manager - Front the Service Delivery team in Bangalore and manage those recruited in theteam. 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 withstakeholders. Change Management - Ensure Change Process is followed, Facilitate CAB and any queriesraised by stakeholders Problem Management - Attend Post Mortem Reviews, Chase open problem tickets, Drive aService Improvement Plan Security Management - Help chase and track open vulnerabilities, Support Security teams withany 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 outagereport. Once created present these to leadership and our key stakeholders Engagement - Build and maintain a strong relationship with our stakeholders, enhancerelationships with our product teams Process - Follow the agreed processes and where gaps are identified solution a maturity program Required Skills 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