We're looking for an experienced Service Manager who is passionate about delivering excellence when it comes to customer service and service performance to lead and inspire multi-disciplinary teams.

Take the next step in your career with a company that welcomes your ideas and experience.

Role Overview

As Service Manager, you will oversee and manage customer service and support operations in the Technology Department, leading teams to provide exceptional service to our global community of travel professionals and head office colleagues.

You will manage the day-to-day service operations of the technology platform to ensure high availability and performance and own, optimise, and evolve the technology service operations and experience.

Principal Accountabilities

Team Leadership: Leading a team of c. 20 technology professionals covering various disciplines, including service desk, application support, project delivery and platform administration. This Service Team is responsible for the delivery of platform service to our global community of c. 3,000 users and over 6,000 devices.
Service Operations Management: Responsible and accountable for the delivery of effective service operations and overseeing the support of the platform, including its technology supply chain and ecosystem, including our bespoke travel management platform, internal CoTS software, and Microsoft 365 platform (including telephony).
Customer Experience: Responsible for the delivery of an exceptional, caring, effective, and professional customer experience and service performance.
Service Optimisation: Responsible for driving the continued improvement of our Technology Service and Service Management Lifecycle to our global community of colleagues and Travel Counsellors
Team Development: Identifying opportunities for and delivering policy, process, guidance, training, mentorship and coaching to build and mature the team's capabilities.
Process Optimisation: Responsible for developing and improving our key service management processes, including incident & escalation management (including on-call), change control, and asset management

Benefits

A competitive basic salary + annual company bonus
Flexible hybrid working model
Career development and promotional opportunities
25 days holidays (increasing to 28 after 5 years of service)
A Moments That Matter Day (annually)
Enhanced maternity/paternity pay
Holiday buy and sell (up to 5 days per year)
3 paid days charity leave
Company events, socials, and incentives
3x annual salary death in service benefit
Company pension scheme
Costco membership
Salary sacrifice, company car scheme
Cycle to Work Scheme
Employee Assistance Programme
Free breakfast, fruit, and hot/cold beverages
Referral scheme
Employee discount
Private medical insurance (taxable benefit) or healthcare cash plan (costs incurred by employees)

Essential Skills

A Bachelor's degree in Computer Science, Information Technology, or a related field
A minimum of 5 years of experience in platform management, IT operations, or a similar role
A proven track record of managing complex technical environments and leading technical teams
Service management qualifications such as ITIL or SDI ManagementJoin us as a Service Manager today and become a valuable part of our award-winning business; apply today!

About Company

Here at Travel Counsellors, our customers, communities, and colleagues lie at the heart of everything we do - and that's what makes us special. For us, relationships come before transactions, and we are there for our customers, connecting with them on a deeply human level through the moments that matter.

We've been changing lives for the past 30 years as the leading travel marketplace for self-employed travel entrepreneurs, empowering over 2,000 global independent travel agents to run successful leisure and corporate travel businesses. We pride ourselves on remaining a company that truly cares and has never wavered from its purpose - to redefine what personal means for a travel business.

Our Travel Counsellors are supported by a team of over 400 super-talented people in our support offices to help them create unique, inspiring, and exciting experiences for their customers whilst building lasting personal relationships that bring them back to us, time and time again.

Our unique approach within the workplace - as well as towards customers - has seen us receive numerous awards and accolades, including being named The Best Place to Work in Travel at the 2022 TTG Travel Industry Awards, placing in the Sunday Times Best Places to Work list 2023 and 2024 (Large Company) as well as being the first travel company to be awarded the Queen's Award for Enterprise in the Innovation category!

We are expanding at a phenomenal rate - on the back of our record year in terms of revenue (over £930m) - and are looking for outstanding individuals to join our dedicated Head Office team to help the company continue to flourish