BHFS Service Delivery Manager

Service Delivery Manager - BHFS

About Us: At Booking.com, data drives our decisions. 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 encounter. The journeys you take. The sights you see. And the memories you make. Through our products, partners and people, we make it easier for everyone to experience the world.

Role Description: The Service Delivery Manager is a crucial role focused on maintaining operational control and rigorous service governance over customer support processes related to regulated payment flows and financial systems. This role acts as the critical link to ensure the Customer Service (CS) organization maintains operational readiness and stability to effectively handle these regulated processes. The successful candidate will be responsible for upholding defined Service Level Agreements (SLAs) by leading core Service Management processes. This involves building strong relationships with internal and external stakeholders, and driving continual process maturity within a demanding, regulated financial environment.

• Support the Customer Service team by leading the coordination and execution of daily service delivery activities
  
  
  • 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
  • Risk Management - Proactively identify risks and seek stakeholder engagement to develop effective controls and solutions
• Documentation - Manage content and work with teams in the delivery of enhanced documents
• Reporting - Own and develop a Service Pack for our stakeholders and help with the delivery of ad-hoc reports.
• Engagement - Build and maintain a strong relationship with our stakeholders
• Process - Follow the agreed processes and where gaps are identified solution a maturity program

• IT Service Management (ITSM) Expertise: Proven, in-depth knowledge and practical application of ITSM frameworks, preferably ITIL V4, with specific competency in Incident, Change, and Problem Management.
• Operational/CS Support Experience: Direct experience supporting the infrastructure, applications, or processes of a large-scale Customer Service or Operations Center is highly desirable.
• Financial Regulation & Governance: Experience working in a regulated financial services or high-compliance environment.
• Strong Negotiation and Interpersonal Skills: Capable of influencing senior stakeholders using reason and analysis, with an emphasis on effective communication (verbal and written).
• Proactive Work Ethic: Ability to act with a sense of urgency, a hands-on mentality, and confidence to explain complex concepts effectively.
• Problem Solving and Analytical Skills: Familiar with risk management and capable of working under stressful situations.
• Growth Mindset: Seeks feedback for personal growth, embraces a learner mentality, and aligns with the Booking.com culture.

• Annual paid time off and generous paid leave scheme including: parent, grandparent, bereavement, and care leave
• Hybrid working including flexible working arrangements, and up to 20 days per year working from abroad (home country)
• Industry leading product discounts - up to 1400 per year - for yourself, including automatic Genius Level 3 status and Booking.com wallet credit

• Let's go places together: How we Hire
• Detailed instructions on post-application requirements including any required application materials, deadlines, portfolios, coding challenges, or other assessments as defined by BU or department.
• This role does not come with relocation assistance.