Senior Service Delivery Manager
Our Technology team is the backbone of our company: constantly creating, testing, learning and iterating to better meet the needs of our customers. If you thrive in a fast-paced, ideas-led environment, you’re in the right place.
Why this job’s a big deal
As a Service Delivery Manager, you will be accountable for the quality of Services provided to Priceline's Business Customers and Affiliates from on-boarding to operations.
The core focus of this role to maximize the effectiveness and performance of cross-functional internal and external teams to deliver value to our Business Customers and Affiliates
In this role you will get to:
Oversee each project’s lifecycle from conception to completion, with an emphasis on both technical and business point of view. This means having a full working functional knowledge of priceline.com services and offerings as well as through understanding of the OTA and travel industry.
Serve as the single point of contact and liaison between Priceline and its Business Customers, Affiliates and partners.
Coordinate with resources and contractors responsible for execution and completion of IT projects that focus on multiple cross functional areas such as Hotels, Flights, Cars, Packages and more.
Provide guidance to the team to achieve goals in accordance with established policies.
Remove ‘blockers’ or obstacles to successfully complete complex projects.
Handle escalation calls with internal and external customers.
Identify customer needs and the solutions/resources needed to successfully deliver the projects.
Collaborate with customer, account team to meet project deliverables.
Collaborate with internal and external project team members to ensure full understanding and successful execution of each task.
Responsible for successful planning, implementation and execution of the contracted services as defined in the Service Level Agreement (SLA).
Ensure compliance of Operational practices.
Develop Service Performance reports.
Lead Service Delivery performance reviews with clients.
Accountable for quality of service, including ownership of process improvement.
Who you are:
EDUCATION: Bachelor's degree in the field of Information Technology, Computer Systems or Management. Master's degree preferred.
Experience managing/working with different cultures in a global team
Proven experience in IT industry,
Experience OTA/travel/ strongly preferred
Minimum 7 years of experience with customer implementations
Project management experience
IT Service Management experience
Ability to connect and communicate with all levels of management internally and externally
Strong verbal communication and listening skills
Strong analytical and solution-oriented skills
Proficiency in creating and delivering formal training programs and presentations
Functional and technical troubleshooting experience
Have proven knowledge of Excel, Word, PowerPoint and a general understanding of computers and networks
Ability to lead and direct multiple projects simultaneously; ability to delegate work to subordinate employees; proven leadership ability.
Willingness to travel to customer locations and/or other global team locations
Ability to translate customer needs into business requirement documents
Ability to work with technology to translate BRDs into TRDs
Demonstrated history of living the values important to Priceline: Customer, Innovation, Team, Accountability and Trust.
The Right Results, the Right Way is not just a motto at Priceline; it’s a way of life. It’s therefore essential that you also meet our high standard of ethics, honesty, transparency and compliance.
Who we are:
WE ARE PRICELINE.
Our success as one of the biggest players in online travel is all thanks to our incredible, dedicated team of talented employees. Priceliners are focused on being the best travel deal makers in the world, fueled by our passion to help everyone experience the moments that matter most in their lives. Whether it’s a dream vacation, your cousin’s graduation, or your best friend’s wedding – we make travel affordable and accessible to our customers.
Our culture is unique and inspiring (that’s what our employees tell us). We’re a grown-up, startup. We deliver the excitement of a new venture, without the struggles and chaos that can come with a business that hasn’t stabilized.
We’re on the cutting edge of innovative technologies. We keep the customer at the center of all that we do. Our ability to meet their needs relies on the strength of a workforce as diverse as the customers we serve. We bring together employees from all walks of life and we are proud to provide the kind of inclusive environment that stimulates innovation, creativity and collaboration.
If you want to be part of something truly special, check us out!
Priceline ensures equal employment opportunity to all employees and applicants without discrimination or harassment based on race, religious creed, color, age, sex, sexual orientation, gender identity, national origin, religion, marital status, medical condition, disability, military service, pregnancy, childbirth and related medical conditions, or any other classification protected by federal, state, or local law.