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IT Application Support Lead
Travelodge Support Office Thame

Position:
IT jobs
Pay:
Competitive plus excellent benefits
Job Description
  Our mission

Travelodge’s mission is to be the UK’s favourite hotel for value.

With more than a million visits every week to our website and more than eighteen million customers a year, the use of technology is critical to both our customer offer and our low-cost operations.

The mission within IT is to ensuring innovative technology drives the business forward, through the development of the company’s customer-facing and internal technology applications.

The job in a nutshell


Are you passionate about business applications and customer service? Do you want to work for a business that takes very seriously the role of providing stable, secure and innovative application services to our end users? Can you lead, organise and inspire colleagues to deliver a consistently awesome application support experience? If yes, then we may have the role for you!


As Application Support Lead, you will be responsible for the creation and support of an awesome IT application support experience for colleagues across Travelodge. Your primary responsibility will be to shape and manage the delivery of our application support function, supporting a number of core business applications including reservation management, revenue management, CRM, finance, HR, maintenance, F&B and data/reporting.


If you’re proactive and very well organised with strong leadership skills and a passion for applying technology to business problems and delivering great service then this is the ideal role for you.


What you’ll be doing


  • Leading the application support team activities on a day to day operational basis, providing an awesome, responsive and consistent support service to customers at all times.

  • Identifying, proposing and leading application related service improvement initiatives according to an agreed plan.

  • Working closely with other Operations teams and vendors to ensure there is a coordinated approach to application support.

  • Overseeing and managing the application support queue ensuring all tickets are resolved/fulfilled within SLA and customer satisfaction targets and other KPIs are achieved.

  • Owning and coordinating all application related incident/major incident activities including root cause analysis, incident trending analysis and vendor management.

  • Coordinating and overseeing application related change management activities, ensuring the change management process is adhered to at all times and maintaining a forward schedule of change for all application services.

  • Ensuring a holistic set of standard operating procedures and wikis are actively maintained and utilised for all in house and third party application support activities.

  • Managing the application support team, ensuring appropriate staffing and skill levels are available to deliver support activities in line with defined schedules and service levels, and in accordance with agreed policies, processes and procedures.

  • Ensuring necessary skills and experience levels are maintained within the team, relevant to the application being supported and processes being used.

  • Contributing to the Travelodge application strategy, encompassing technology and delivery/support approach and vendor/supplier management.

  • Proactively managing the transition of new or updated application services/technologies into support in conjunction with the Application delivery Specialist and Service Management team, including appropriate staff training and development and supplier onboarding.

  • Working closely with various vendors, driving the resolution of incidents and fulfilment of requests, participating in regular service reviews.

  • Championing the adoption of ITIL best practice by the application team and working with the Service Management team to identify and implement improvements.

  • Providing periodic reporting and management information on application performance and operational KPIs.

  • Be part of the Management on-call rota, for OOH support.   


Budget & Staff Management Accountabilities

Line Management of IT Application Support Analysts


What we’ll expect from you


To succeed in this role, you will be a strong people and vendor manager with a solid understanding of business applications and support.


You must be a team player, be passionate about ITIL best practice and know what it takes to build a team that consistently delivers an awesome IT service to internal customers. You will not be afraid to roll up your sleeves and get hands on when required, particularly in leading service improvement initiatives.


The ideal candidate will be an experienced application support lead having held roles responsible for the day to day support and management of business applications with experience across reservation management, revenue management, CRM, finance, HR, maintenance, F&B and data/reporting.


The following skills and experience are essential for this role:

  • At least 3 years experience of managing application support activities in a fast paced, customer centric and multi-site business.

  • Previous experience of leading an application support function in the areas of reservation management, revenue management, CRM, finance, HR, maintenance, F&B and data/reporting.

  • Hands on experience of supporting business applications with an excellent understanding of core business processes, and ideally a good understanding of hospitality or a similar industry.

  • Strong vendor management experience having held roles where business applications are managed and delivered under a SaaS model.

  • Strong interpersonal skills with an inherent ability to effectively communicate with and influence others upto a senior level.

  • High levels of energy, drive and resilience, with the flexibility to thrive in a fast-paced, dynamic environment.

  • Must be able to multitask and manage a large and varied workload and demonstrate high levels of self and team organisation.

  • Drive and determination to continuously improve customer satisfaction.

  • Minimum ITIL V3 Foundation certified and significant experience in ITIL aligned environments.

Travelodge Traits

At Travelodge, we believe that behaviours are just as important as the activities you carry out. The ones we look for in every colleague are:


I care about people

  • I treat everyone in a way I would like to be treated

  • I am easy to work with

  • I have a can do attitude

  • I care about the impact my work has on others


I pay attention to detail

  • I do the little things that make a difference to our customers

  • I work to brand standards

  • I treat Travelodge time, equipment and stock as if it were my own


I drive for results

  • I hit targets in my role and work at the right pace

  • I take ownership of problems and try to fix them fast

  • I look for ways to avoid future problems

  • I look for ways to promote Travelodge





What you can expect from us


Culture


At Travelodge, we are warm, straightforward and optimistic. We have a big footprint in the UK, but still a small company feel and you can expect quality and value to be built in to everything we do. You’ll have the support of a close network of colleagues and managers, and every day is different here! We want you to bring your personality to work and we love our diversity.


Reward and recognition


It’s not just our customers we want to wake up with a smile on their face. As well as a competitive salary, being part of our hotel support centre means great holiday entitlements, pension contribution deals, being part of our bonus scheme, and a Thanks Card giving generous room and food discounts as well as friends and family rates.


Career and development


We want you to develop further with us at Travelodge and we’ll provide you a development plan to help you reach your goals.   You can expect to have a full induction and training relevant to your role. We advertise all our vacancies internally, so you’ll have the opportunity to really develop your career with Travelodge.


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