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 ensure innovative technology drives the business forward, through the development of the company’s customer-facing and internal technology infrastructures.

The job in a nutshell


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


As Infrastructure Support Lead, you will be part of the infrastructure team that is responsible for the creation and support of an awesome IT infrastructure experience for colleagues across Travelodge. Your primary responsibility will be to shape and manage the delivery of our infrastructure tickets both internally and with third parties to ensure we deliver exceptional services to our colleagues and customers. It could be issues with our national WAN, corporate or customer Wifi services, Azure & AWS cloud data centres or any one of our inhouse platforms or ensure our operational checks are completed and all documentation is up to date. It’s a multi-skilled role!


If you’re proactive and well organised with strong organisational skills and a passion for applying technology to business problems and can also manage administrative tasks and delivering great service, then this is the ideal role for you. You will be our incident management SPOC who can really help contribute to the way the infrastructure team works!


What you’ll be doing


  • Managing the Infrastructure incident support queues activities on a day to day operational basis, providing an awesome, responsive and consistent support service to customers at all times.

  • Identifying, proposing and helping to deliver infrastructure related service improvement initiatives with the team where you can identify improvements.

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

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

  • Owning and coordinating all infrastructure related incident/major incident activities assisting with root cause analysis, incident trending analysis and vendor management.

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

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

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

  • Proactively managing the transition of new or updated infrastructure services/technologies into support in conjunction with the service delivery Specialist and Service Management team.

  • Work 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 infrastructure team and working with the Service Management team to identify and implement improvements.

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

  • Maintaining all operational and administrative tasks such as assisting with procurement, completing daily operational checks and identifying potential service improvement plans.

  


What we’ll expect from you


To succeed in this role, you will be a strong people and vendor coordinator with an understanding of business infrastructures and support ticket management.


You must be a team player, be passionate about ITIL best practice and know what it takes to contribute to 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 helping with service improvement initiatives and ensuring admin work is  completed on time.


The ideal candidate will be an experienced infrastructure support coordinator, having held previous roles responsible for the day to day support and management of infrastructures services such as Active directory, IP networking, windows server, as well as be strong in incident management and be capable of following technical troubleshooting documentation.


The following skills and experience are essential for this role:

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

  • Technical skill set for hands on resolution of issues raised.

  • Experience within a technical role of Windows server, VMware ESX, Meraki Wifi and DUO, amongst others.

  • Hands on experience of supporting business infrastructures with an 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 infrastructures are managed and delivered under a IaaS, PaaS and SaaS models.

  • Strong interpersonal skills with an inherent ability to effectively communicate with and influence others.

  • 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 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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