Senior Service Delivery Manager

2 weeks ago

Bengaluru, Karnataka, India Shaerp Next Full time
Technology is at our core. And innovation is everywhere. But our company is more than datasets, lines of code or A/B tests. We're the thrill of the first night in a new place. The excitement of the next morning. The friends you make. The journeys you take. The sights you see. And the food you sample. Through our products, partners and people, we can empower everyone to experience the world.

We're a truly global e-commerce company, with business operations in nearly every country and city on the planet.

And we want to make it easy for everyone, anywhere in the world, to pay for their travel or do business with our platform – whenever and however it's convenient for them.

Our brand new FinTech business unit – with teams in Amsterdam and London – develops new products and drives innovation to help us continue removing financial friction from the travel process.

That makes buying and selling travel-related products and services simpler for both travelers and partners.

Financial System products within the FinTech organization are supported by multiple vendors. These vendors are responsible for delivery of new functionality, fulfilling user requests and ensuring reliable and secure systems.

Collaboration with these vendors requires new skills, processes, governance bodies and artifacts. Moreover, the partnership and ways-of-working with the vendors will need to be continuously improved.


As a Service manager you will be responsible for the management of one or more vendors that are providing managed services to our core platforms, mostly around application maintenance and support.

This includes setting up and improving the governance across all areas of the delivered services including service management, incident and change management.

The role will be key working with internal and external stakeholders driving service excellence in a complex and agile environment.


This role is responsible for:
Set up all meetings related to vendor interactions (CABs, Operations Tactical, etc.).

For both the legacy SAP (ECC) and new S4 environments, as well as several adjacent platforms and services in the financial systems domain.

Set up and improve service management processes with vendor interaction:
change management, incident management, service level management, etc.

Drive the full implementation and further improvement of the service deskCoach stakeholders in the execution of their new responsibilities related to vendorsWork with vendor and stakeholder to set up dashboards for service level and vendor performance reportingManage IT budgets and order decisions accordinglyExecuting service management processes, including:

monitoring SLAs and reviewing exceptions to identify opportunity areasreviewing major changes and mitigating any impact to our customers, and ensuring a smooth change advisory process is implementedreviewing outages and identifying ways to prevent reoccurrence, ensuring proper problem management and follow-up is setup.

Drive a process of continuous improvement, identifying and implementing opportunities to increase service management efficiency across processes and reporting (e.g.

automation of reporting requirements).Single Point of Contact for our external service providers (incl two large AMS suppliers) for all issues outside of regular processes and governance bodiesDriving contractual changes based on lessons learned (e.g.

ticket volumes, incident priorities, change capacity, etc.)Provide a consolidated input from a service management perspective to the Vendor Performance Management Reviews with our external vendors.

Your contribution:
You have 5-8 years of a relevant experienceExperience with service delivery management with a strong focus on a vendor management;Strong stakeholder management skills including steering virtual and / or offshore teamsExperience / familiarity with SAP is a must haveData analysis skillsContract management skills, in particular legal and commercial skillsExperience with ITIL service management good to haveKnowledge or experience in FinTech / Banking is a strong advantageBachelor degree in technology or business management

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