Service and Support Manager

Travelodge has an exciting opportunity for a Service and Support Manager to join the team based in Thame. You will be on a full time permanent contract, with a highly competitive salary of up to £55,000 plus excellent benefits.

The Service and Support Manager job in a nutshell

Travelodge is a successful and growing Hotel business with more than 500 hotels across Europe and more than 10,000 employees. This is a great time to be joining our growing IT Department. We’re looking for an inspirational IT Service and Support manager to take up the leadership, transformation and ownership of our IT Support function. The function includes 1st and 2nd line service desks, problem/incident management and all service/support process across both internal and customer facing services.

What you’ll be doing as our Service and Support Manager

You’ll be responsible for the shaping and creation of a new generation service model and support structure. You’ll live and breathe service improvement, and you’ll manage the multi-site, multi skilled technical support teams including desktop services, incident/problem management and optimisation of process across multiple partners.

Some services are outsourced, so supplier engagement and management skills will be required. You’ll develop the service modernisation and SLA proposition with customer focus at the forefront of everything you do. You’ll also implement the financial governance and business process change requirements as the function develops, liaising with service transition, project delivery and development functions.

We have around 5000 Service Desk requests per month, and an efficient process is at the heart of giving our hotels a great service with regards to their IT support issues. You’ll have ownership of a significant budget, taking a strong focus on financial control and optimising internal and external offerings to ensure maximum value from our investment.

You’ll be responsible for achieving a customer centric services excellence model across all deliverable areas.

What we’ll expect from you

To be successful in the Service and Support Manager role you’ll have significant services support management experience including strong people management and ideally have been involved in at least one service management transformation and service change. You might be from either an IT services background or an end user service support function and ideally you’ll be ITIL qualified.

As well as this, we’re looking for:

- Previous leadership of technical support / services teams

- Operational and strategic service development and design experience

- Experience of delivering and improve ITIL best practice and continuous improvement

- A strong understanding of IT Infrastructure and desktop service and incident environments

- Strong external and internal client stakeholder management and service improvement skills

- Resource management experience to meet both operational and fiscal objectives

 - Able to undertake executive management reporting and analysis

What you can expect from us

Culture

At Travelodge, we are warm, straightforward and optimistic. We have a big footprint in the UK, but still a small company feel and you can expect quality and value to be built in to everything we do. You’ll have the support of a close network of colleagues and managers, and every day is different here! We want you to bring your personality to work and we love our diversity.

Reward and recognition

It’s not just our customers we want to wake up with a smile on their face. As well as a competitive salary, being part of our hotel support centre means great holiday entitlements, pension contribution deals, being part of our bonus scheme, and a Thanks Card giving generous room and food discounts as well as friends and family rates.

Career and development

We want you to develop further with us at Travelodge and we’ll provide you a development plan to help you reach your goals. You can expect to have a full induction and training relevant to your role. We advertise all our vacancies internally, so you’ll have the opportunity to really develop your career with Travelodge.

If you feel you would be a success as our new Service and Support Manager then please show your interest by clicking ‘Apply’ today…