Within Booking.com we are implementing a regulated approach over our payment flows to deliver control and safeguarding of funds travelling through our financial systems. To maintain operational control and ensure service is being delivered we are looking to grow our Service Delivery team to maintain the delivery of service at the expected level. The successful candidate will be expected to build and manage a relationship with our internal stakeholders and help drive governance over our platform to ensure we deliver against our defined SLAs.

Due to the rapid and continuous growth of the organization, the tasks and duties of this role may evolve over time. You will be keen to develop and grow within the role and to take on additional challenges and responsibilities as they occur.

B.Responsible:

• 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

• Security Management - Help chase and track open vulnerabilities, Support Security teams with any crossover service issues

• SLM - Proactive monitoring on SLAs, deliver services as per agreed SLA

• Documentation - Manage content and work with teams in the delivery of enhanced documents

• Reporting - Create a Service Pack for our stakeholders and help with the delivery of an outage report. Once created present these to leadership and our key stakeholders

• Engagement - Build and maintain a strong relationship with our stakeholders, enhance relationships with our product teams

• Process - Follow the agreed processes and where gaps are identified solution a maturity program

• Tools : Exposure to any AI tools, BI tools, familiar with Jira and Servicenow will be added advantage.

B.Skilled:

• 6 - 8 Years Extensive Service Delivery experience

• Level of Education : Bachelor degree (minimum qualification)

• ITIL Certification (ITIL V3 or later)

• PMP, PM2 or Prince 2 Certification (Nice to have)

• Agile Scrum certified (Nice to have)

• Self starter who has a learner mindset

• Ability to translate technical jargon into consumable business context

• Experience in a managed service environment

• Solid interpersonal skills with an emphasis on effective communication, both verbal and written English

• Ability to act with a sense of urgency to ensure internal and external customers are served in a timely manner

• Capable to work under stressful situations

• Confidence and ability to explain complex concepts effectively across a variety of stakeholders / partners

• Nominal experience within an IT Service Management role developing IT processes, information flow, associated reports, and applications for defined service domain

• Experience in working agile in a regulated landscape would be an advantage

• Analytical and Problem Solving Skills

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.