BHFS Service Delivery Manager

Service Delivery Manager - BHFS

About Us: At , 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 manage these regulated processes. The successful candidate will be responsible for upholding defined Service Level Agreements (SLAs) by managing 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.

Key Job Responsibilities and Duties:

• Support the Customer Service team by managing 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

Qualifications & Skills:

• 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 mindset, and aligns with the culture.

Benefits & Perks - Global Impact, Personal Relevance:

's Total Rewards Philosophy is not only about compensation but also about benefits. We offer a competitive compensation and benefits package, as well unique-to- benefits which include:

• 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 wallet credit

Diversity, Equity and Inclusion (DEI) at

Diversity, Equity & Inclusion have been a core part of our company culture since day one. This ongoing journey starts with our very own employees, who represent over 140 nationalities and a wide range of ethnic and social backgrounds, genders and sexual orientations.

Take it from our Chief People Officer, Paulo Pisano: "At , the diversity of our people doesn't just build an outstanding workplace, it also creates a better and more inclusive travel experience for everyone. Inclusion is at the heart of everything we do. It's a place where you can make your mark and have a real impact in travel and tech."

We ensure that colleagues with disabilities are provided the adjustments and tools they need to participate in the job application and interview process, to perform crucial job functions, and to receive other benefits and privileges of employment.

Application Process:

• 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.

is proud to be an equal opportunity workplace and is an affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We strive to move well beyond traditional equal opportunity and work to create an environment that allows everyone to thrive.

Pre-Employment Screening
If your application is successful, your personal data may be used for a pre-employment screening check by a third party as permitted by applicable law. Depending on the vacancy and applicable law, a pre-employment screening may include employment history, education and other information (such as media information) that may be necessary for determining your qualifications and suitability for the position.