Wyndham Worldwide Service Delivery Coordinator- 1 year fixed term contract in Kettering, United Kingdom

Service Delivery Coordinator- 1 year fixed term contract

Description

JOB TITLE: Service Delivery Coordinator

REPORTS TO: Senior Service Delivery Manager

DEPARTMENT: WDN, IT Shared Services

ROLE PURPOSE

This role provides support for individual brands problem, incident and change and release management as it pertains to Global IT Shared Services Infrastructure and Operations (SSIO) function. The role is responsible for ensuring that ITIL and Agile best practices are understood and integrated into each process, while working with Brand key contacts to improve the efficiency and effectiveness of shared services delivery. The Service Delivery Coordinator will build trusted relationships with WDN Brands and service as a point of communications in the delivery of shared services.The role is instrumental in overseeing the Service Catalog and CMDB and for the development of specific and measurable targets aligned to the agreed tiered service levels with clear and unambiguous expectation of the level of service to be delivered by the Global IT shared services organization.The role will coordinate major incidents and will be required to be part of a 24x7 callout rotation for incidents as needed. Some aspects of the role will occasionally require work outside of normal business hours.

KEY TASKS/RESPONSIBILITIES/ACCOUNTABILITIES

  • Ensure consistent and regular communication with all WDN Brands covered by SSIO. Schedule service review meetings with Brands to review work in progress as well as any items pertaining to service including change, incident, and problem and release management. Define and execute service improvement plans and provide feedback to internal IT groups.

  • Incident Management

  • Responsible for ensuring all incidents are resolved efficiently and effectively managing technical resources assigned to the incident within the guidelines and procedures for compliance, customer satisfaction and service

  • Responsible for the control and overview of all incidents and manage communications to the stakeholders until the incident has been resolved.

  • Act as a point of escalation for customers achieving resolution by engaging all available resources

  • Change Management

  • Accountable to ensure all changes follow the designated guidelines and procedures for compliance and act as a liaison point for the coordination of Brand changes and the SSIO teams.

  • Problem Management

  • Responsible to ensure all incidents have a full and complete problem review to root cause analysis and resolution, which is reviewed by Brands as applicable and remedial action is applied commensurate with findings.

  • Service Level Management

  • Responsible to monitor and work with the Global IT team to improve customer satisfaction and continuous improvement to the quality of service delivered through improvement and integration of policies, standards and procedures that support the Service Delivery processes.

  • Responsible to identify, report and review metrics in order to meet or exceed Service Level Objectives and ensure environments maintain the availability required to meet service levels

  • Coordinate with SSIO technical teams and vendors on changes, initiatives and projects to ensure the Service Catalogue and CMDB are aligned and that Brands are advised of requirements to maintain serve levels as systems, applications and data demands change

  • Negotiates and secures agreement of future requirements and targets, and the documentation and management of Service Level Objectives, Operational Level Agreements and g ensuring supplier contracts and agreements with Supplier Management to ensure that targets are aligned with Service Level Agreements.

  • Release management

  • Engage with internal business customers as well as external business partners in solution development scenarios in line with corporate standards and practices. The role will assist as required in all projects phases for in-scope tasks and assisting in developing processes, standards, and guidelines and attends projects and team meetings, maintains project timesheets and provides status reports

Qualifications

QUALIFICATIONS/EDUCATION REQUIRED

MINIMUM

DESIRABLE

  • In discipline training or equivalent experience

  • Educated to GCSE level or equivalent experience

  • Educated to HND / degree level in IT or a related discipline or equivalent experience

  • ITIL Service Management experience or qualifications

  • Agile practitioner

  • PRINCE2 Project Management – Foundation level or equivalent project experience

#

RELEVANT CAREER HISTORY/EXPERIENCE NECESSARY TO FULFILL THE

JOB ROLE

MINIMUM

Knowledge & Skills

DESIRABLE

  • Minimum 4 years in similar discipline

  • Track record of working on multiple projects within a programme of work

  • Good working knowledge of IT Service Delivery including change, incident, problem and release management

  • Excellent communication skills, both written, verbal and presentation skills

  • Results-oriented and able to deliver and lead delivery in a fast-paced environment

  • Effortless multi-tasking in a fast moving and changing environment

  • Systems monitoring technologies – reporting and proactive trending for issue avoidance with strong self-sufficiency and initiative work ethic.

  • Ability to understand and follow complex processes and make quick decisions

  • Ability to organize, create, follow, coordinate proactive maintenance of documented processes and learn quickly, work autonomously and make sound decisions

  • Ability to quickly assimilate and understand complex technology architectures

  • Extremely detail oriented and adept at understanding abstract concepts.

  • Excellent customer service

  • Minimum of which 3 years’ experience in an mid-size to large environment

  • Good knowledge of call center, e-commerce and enterprise applications

Job: Support

Primary Location: England-East Midlands-Kettering

Other Locations: England-North West England-Earby, England-Suffolk-Lowestoft

Employee Status: Temporary

Schedule: Full-time

Organization: Wyndham Vacation Rentals UK

Job Posting: Oct 10, 2017, 3:39:05 AM

Requisition ID: 1714808