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


As Senior IT Service Manager you will be responsible for Travelodge’s outsourced IT Service Desk, co-sourced end user computing (EUC), ITSM processes and associated programmes/projects (including rollouts and new hotel openings). You will own the IT support model and SLA proposition for all service lines and will be a senior escalation point for all support issues.


Your key objectives during this 12 month engagement will include:

  • Maturing our IT Service Desk and EUC functions, delivering measurable improvements to SLAs and other key performance indicators.

  • Personally leading and managing a complex, estate wide Windows 10 rollout and hardware upgrade programme for c.500 hotels.

  • Overseeing the implementation of new Hardware Asset Management and Access Management processes based on industry best practice.

  • Maturing our approach to ticket based trend analysis, reporting and continual service improvement, with a focus on efficiency, automation and cost.


What you’ll be doing

  • Overseeing and managing the outsourced IT Service Desk, ensuring that contracted SLAs are achieved.

  • Overseeing and managing the co-sourced EUC function, including outsourced services and internal support teams.

  • Project managing key initiatives, personally leading on scoping, governance, planning/scheduling, stakeholder management, RAID management and budget management where required.

  • Owning and continuously improving all ITSM processes (Request, Incident, Problem, Change, Asset, Access etc).

  • Regularly reviewing, analysing and reporting on service performance against agreed SLAs and KPIs, undertaking detailed trend analysis and identifying key problems/improvements.

  • Owning and managing the IT service improvement backlog, ensuring improvements are prioritised by business value and delivered in line with agreed plans.

  • Overseeing all new hotel openings on behalf of IT, managing risks/issues/escalations, maturing processes and driving a right first time approach to all activities.

  • Participating in the IT Duty Management rota including an out of hours/on call support service (avg. 1 week in 4), providing management support for major incident/key events affecting IT systems.

  • Owning and managing IT vendor relationships and associated budget lines,  including performance management, financial management, and contract management.


Budget & Staff Management Accountabilities

  • Management of outsourced IT Service Desk, co-sourced EUC and internal service management and project teams.

  • Ownership of IT Service Management budget, c.£1m.

  • Ownership of project CAPEX budgets, upto £1m.


What we’ll expect from you


To succeed in this role you will be capable of both strategic and operational thinking and must not be afraid to roll up your sleeves and get hands on, particularly in managing support issues (major incidents/problems) and leading projects and improvements initiatives.


The ideal candidate will be an Senior IT Support / Service / Operations Manager with the following attributes...



  • Extensive experience of overseeing and maturing IT Service Desks and End User Computing teams.

  • Previous hands-on experience leading and managing (2+) large scale multi-site hardware rollouts/OS upgrade projects (500+ seats).

  • A background in IT service management (ITSM) with significant experience of successfully implementing, managing and improving ITSM processes.

  • Highly analytical with the commercial acumen to review performance metrics, identify problems/opportunities and develop a prioritised improvement plan.

  • Strong interpersonal skills with an inherent ability to effectively communicate with and influence internal and external stakeholders up to a senior level.

  • Strong problems solving skills with a natural desire to seek out and implement creative solutions to complex issues.

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



  • Windows 10 rollout experience.

  • Leading IT support/projects/programmes in the hospitality industry.

  • ITIL expert certification or equivalent experience.

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 




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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