Company Intro

Booking Holdings (NASDAQ: BKNG) is the world's leading provider of online travel and related services, provided to consumers and local partners in more than 220 countries and territories through five primary consumer-facing brands: Booking.com, Priceline, Agoda, KAYAK and OpenTable. The mission of Booking Holdings is to make it easier for everyone to experience the world. For more information, visit

BookingHoldings.com and follow us on X (formerly known as Twitter) @BookingHoldings.

Booking Holdings Financial Services (hereinafter "BHFS") provides financial services in the form of payment services and e-money products across all the brands. BHFS is committed to conducting its business in compliance with applicable laws, regulations and guidelines, with integrity and to the highest ethical standards

Job Summary

The Product and Technology Service Delivery Manager is responsible for overseeing the end-to-end delivery of IT services provided by third-party vendors to BHFS. The role ensures that these services are delivered reliably, meet agreed-upon Service Level Agreements (SLAs), and align with evolving business needs.

This SDM manages the relationship with external partners, tracks key performance indicators (KPIs), and oversees service review meetings to drive continuous improvement.

Key Responsibilities

Support the Senior Service Delivery Manager across the following activities: Vendor Governance:

● Oversight of KPI's /SLA's and KRI's as per contracts.

● Monitor the Service Reviews and operational calls as a key stakeholder. ● Enforce the terms of reference for Service Reviews to be upheld. ● Validate reports and dashboards provided by suppliers ensuring all SLA's and KPI's are as per contract.

● Manage the Third Party Risk Management engagement with vendors for Product and Technology Function.

● Ensure compliance as per agreed Service Schedules.

● Monitor strategic and tactical changes as part of the improvement cycle. Reporting:

● Provide a monthly overview of all vendors' performances.

● Establish and report on Continuous Service Improvement plans in collaboration with Vendor Service Delivery Managers.

● Oversee suppliers on audit finding remediation and support IT controllers on closure with relevant artefacts.

● Verify Daily Health Monitoring Reports.

● Provide KRI data monthly.

● Ensure all relevant reports are stored in correct repositories for compliance with IT controls.

Processes:

● Collaborate with suppliers and third parties on 3rd party process development.

● Review documentation and provide feedback as per ITIL best practices internally and externally as required, especially Incident Problem Management and other supporting processes..

● Validate on a quarterly and annual basis that documentation is correct and no updates are required.

● Ensure key controls and sla's align to contracts and update as more services activate.

● Support the adoption of new regulatory requirements and be accountable for communicating these to vendors where required.

Collaboration:

● Support the IT Controller to ensure all IT controls are reported on time and available for compliance auditing.

● Act as SME for Incident and Change management with other functions. ● Oversee and motivate the 3rd party service delivery managers to ensure contract metrics are met and CSI is ongoing.

● Support the P&T team with new projects and engage as needed.

Years of Relevant Job Knowledge- Advanced job knowledge (5-8years)

Knowledge Skills & Abilities

Experience in a MSP environment and vendor management.
Strong communication, problem-solving, some technical understanding, stakeholder
management & logical reasoning.
Experience in conflict resolution, and the ability to influence partners who are not direct reports

Booking Holdings Financial Services International Ltd. is an equal opportunity employer that is committed to inclusion in the workplace. We are committed to treating all employees equally, regardless of gender, civil status, family status, sexual orientation, religious belief, age, disability, race or membership of the traveler
community. This policy extends to every phase of the employment process including, but not limited to, recruitment, selection, placement, transfer, training and development, position elimination, restructure, promotion, compensation, benefits, layoffs, termination, and all other conditions or privileges of employment. Booking Holdings Financial Services International Ltd is an Equal Employment Opportunity employer and makes hiring decisions based solely on qualifications, merit, and business needs at the time.

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.