Continuous Service Improvement Manager Technology Job in Travelopia

Summary: This is an excellent opportunity for a service leader with an AGILE and optimisation demeanor with senior management experience to lead a squad within our service delivery team, Tech Help. You will lead a matrix team to provide technology leadership with global resources to deliver outstanding service to our brands and group functions. Our squads are multi-functional, cross technical and capable of collectively resolving tickets for our user base. You will work closely with the other squad leads to deliver the transformation we require in our service offering. This is a hands-on role you will lead and handle all the approved CSI initiatives but also be required to support hands-on as needed What you will be doing: The Continuous Service Improvement (CSI) Manager will work with the Head of Tech Services and will be responsible for the following: Delivery of service for global brands and group functions supported by Tech Help leading your CSI tasks day to day and being hands-on to understand common problems and support the wider Tech team. Plan and distribute work, optimising for time zones, consistently focusing on metrics, and continuously improving the end-user experience, using your project management and problem remediation abilities. Ensure any critical issues are dealt with promptly and with superb communication. Support the incident manager for any significant incidents across all the Brands. Encourage an AGILE approach to service, champion continual improvement and flexible processes and drive the modernisation of our Service offering through modern tooling, techniques, and methods. Provide leadership driving forward the transformation agenda and using your experience and identifying where common recurring problems required intervention. Be a source of technical guidance for your team, using your experience and collaborating with other technology leaders. As a CSI manager, have a good understanding of project management methodologies, tools, and techniques as you will need to plan, implement, monitor, and control improvement projects effectively. Be able to analyse data, identify patterns, and make data-driven decisions. As a CSI manager, you should have strong problem-solving skills to address challenges in CSI delivery. The CSI manager should be adaptable and capable of adjusting plans and strategies accordingly. The CSI manager should be able to cultivate collaboration, establish relationships, and promote a positive working environment across all of Tech. What we are looking for: Experience working in an agile and/or product-led organisation is important. Experience of working with agile delivery is required to maximise the opportunities we must modernise the way we deliver service through automation and technology. Project Management experience, leading projects and improvements within a service environment Experience in leading teams in an international environment An understanding of a wide range of technology is desirable you will develop a team of engineers who will look to you for leadership and mentoring. 5 to 8 years of hands-on technical experience in a Client-Server business network, and you must be able to demonstrate your customer focus and communication skills. Good experience in working on any ticketing tool. Experience and knowledge of problem-solving and fix techniques are important. Knowledge of critical Operating Systems would be beneficial. Good Understanding of basic technology, application deployment, networking and server architecture. Excellent verbal and written communication skills both with internal teams and with customers Ability to work at pace, establish a vision, inspire change, and deliver results.