Join Whitbread, a leading hospitality business with over 40,000 employees.

As a Service Operations Manager your team will play integral part in monitoring all our technology which underpins our outlets, from Premier Inn to Bar & Block. This fantastic opportunity is a leadership role managing and developing a team of Major Incident Managers. you will also have the very important responsibility of managing suppliers with accountability for ALL key aspects within IT Operations!

Salary: Up to £65,000

Location: Whitbread Court, Dunstable, LU5 5XE with hybrid working (minimum of 3 days a week in our Dunstable campus)

Why You’ll Love It Here

Bonus:An annual Whitbread performance incentive worth up to 30% of base salaryHealthcare:Family BUPA HealthcareUp to 10% Matched Pension, 33 Days holiday and Company Share Save Scheme

What You’ll Do:

Build relationships with major vendors and service providers to meet service and budget expectations. Major Incident Management and service desk management. Own and maintain processes, seeking improvements and ensuring adoption by the support organization and business. Ensure root cause is established for all major incidents with corrective actions tracked and managed to conclusion. Govern and lead the Service Desk and Service Management toolset for optimal service delivery. Work closely with Service Delivery Managers, Business stakeholders, and Suppliers to review service performance and understand service experience. Recruit, lead, motivate, develop, and manage direct reports to build a high-calibre team with necessary skills and capabilities.

What we need:

Demonstrable management experience building cross-function consensus with exposure to technology providers and/or business clients. Experience managing and leading a high-performing, cohesive team. Experience of working with a mix of insourced, outsourced as well as onshore/offshore, agile & waterfall service providers. Demonstrable, strong working knowledge of ITIL Service Management framework and process areas. Cares and take accountability for incidents, escalations and problem resolution and uses expertise to offer solution options and recommendations.

Be part of the Tech team at Whitbread 

Through collaboration, passion and hiring the smartest minds, our Technology team builds products and services that are used by 38,000 of us at Whitbread and millions of guests. Everything from an eCommerce website that handles £2 billion in transactions per year, applications that are scalable across our 1,200 hotel and restaurants, devices that enable our teams and guests to have a seamless experience, all whilst keeping data secure. Together we’re building the hotel of the future.

We believe that everyone is unique and there should be no barriers to entry and no limits to ambition. We are committed to being an inclusive organisation that values diversity and welcomes your application whatever your background or situation.

Under-represented groups such as women, ethnic minorities, people with disabilities & members of the LGBTQIA+ community (those who identify as lesbian, gay, bi, trans and non-binary or those who use a different LGBTQIA+ term), are strongly encouraged to build a career with us. Speak to us about workplace adjustments, part-time and flexible working. Where possible we will support this.

Job ref:836223-1629
Advertised:17 Jul 2024