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Service Delivery Manager - East Kilbride

Customer Services & Support
Ref: 37 Date Posted: Monday 12 Mar 2018
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Join Traveltek and play a part in shaping the future of online travel booking

Traveltek is currently pursuing an aggressive global expansion strategy. The East Kilbride-headquartered firm, which also has offices in the Midlands, Sydney, Miami, Dubai, Hyderabad, Singapore and Hong Kong is looking to strengthen its market share in existing locations and establish a presence in new growing markets.

As Service Delivery Manager you will deliver excellent client support and issue resolution through the management and leadership of the Support team. Accountable for performance of a globally dispersed Support team against customer-facing and internally-driven SLAs. Proactively identify, plan and implement improvements to optimise efficiency, capability and operational service delivery.


  • Accountable for the provision of excellent 24x7 IT support for clients, resolving tickets within SLAs and delivering excellent service to clients and stakeholders
  • Prioritise Service where demands on resource are conflicting
  • Excellent customer facing skills in a service management role
  • Management of customer escalations and complaints, ensuring timely resolution and that any follow up actions and lessons learned are completed
  • Identify opportunities to enhance operational efficiency and service delivery of the team and own implementation of these
  • Ensure the support team is fully compliant with the ITIL framework
  • Responsible for ensuring that the support team has the correct documentation and tools in place in order to deliver an excellent service to clients
  • Report on the operation, its performance and improving existing measures
  • Ongoing management of resource levels to ensure SLA obligations and project requirements are met
  • Deliver continuous improvement within the operation to ensure excellent service delivery and high client satisfaction
  • Lead, develop, manage and motivate the team to provide excellent client support and an efficient service.



  • Demonstrable experience leading, managing and improving Support team operations
  • Strong client and stakeholder management
  • Excellent communication skills, able to adapt to the requirements of the audience
  • Outstanding planning and analysis skills, with an ability to manage concurrent projects and issues
  • Resilient, logical, calm and innovative problem solver
  • Experience line managing and coaching geographically dispersed teams including delivery and measurement of KPI's
  • Ability to influence and achieve buy-in at all levels
  • Outstanding planning, report generation and analytical skills, with an ability to manage concurrent projects and issues
  • ITIL qualified (or similar)
  • Passionate about providing excellent customer service and driving service delivery excellence
  • Foreign language skills, especially Spanish, German, Italian or French would be advantageous
  • Self motivated, enthusiastic, innovative and able to act on own initiative.



The position of Service Delivery Manager is an exciting, dynamic and highly rewarding one for the right candidate. The successful candidate will benefit from a competitively based salary starting from £30k to £36k per annum with a benefits package inclusive of Private Health Care, Performance related KPI bonus and Pension Contribution Scheme.

Some International Travel may be required to fulfill this role.

This position is full time and office based at our HQ in East Kilbride, Glasgow.

This position is subject to pre-employment checks including Disclosure Scotland screening.


Team spirit

Join Traveltek and you become part of a team that values strong working relationships, career progression and shared success. We are committed to your development and job satisfaction in the firm belief that if you excel, so do we. We want you to play a key role in our evolution and expansion, becoming part of our ongoing success story – and the growing Traveltek family.


Take your career to new heights with Traveltek. We look forward to having you on board!