Company Description
SSP Group plc is a global leader in operating food and beverage outlets in travel locations, employing 49,000 employees across 3,000 units in nearly 40 countries. Specializing in travel hubs such as airports and train stations, SSP Group offers a wide variety of dining options, including restaurants, bars, cafés, lounges, and convenience stores, with tailored solutions to meet the preferences of global travelers. With a commitment to being the best part of every journey, SSP focuses on delivering outstanding service, great food, and welcoming hospitality. The organization values sustainability, aiming to lead the way in creating a positive impact on the food travel sector. SSP operates on the core values of teamwork, passion, curiosity, and ownership to provide a memorable experience for every customer.
Role Description
This is a full-time hybrid role based in Birmingham, offering flexibility for remote work. As a Service Delivery Manager at SSP Group, you will oversee the delivery of IT services ensuring high-quality customer experiences and adherence to strategic objectives. Key responsibilities include managing service performance, ensuring customer satisfaction, and implementing process improvements. You will collaborate with internal teams and external partners to maintain smooth operations, address service-related issues, and contribute to the achievement of business goals through effective service delivery.
Qualifications
* Experience in Service Delivery Management, including oversight of service quality and performance.
* Strong expertise in Customer Service and Customer Satisfaction to ensure a high standard of client experience.
* Knowledge of IT Service Management best practices and frameworks to improve operational efficiency.
* Proven ability to manage and improve Service Delivery processes and address service-related challenges proactively.
* Excellent communication, problem-solving, and stakeholder management skills.
* Proficiency in project management and the ability to adapt to hybrid work settings effectively.
* Experience in the food, beverage, or travel industry is an added advantage.
* Bachelor's degree in a relevant field or equivalent professional experience.