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 applications.

The job in a nutshell

As the IT Service Delivery Manager, you will primarily be responsible for continuously identifying the changing needs of the business and ensuring that the service delivered by the outsourced Service Desk meets those needs.

You will own, manage and be accountable for the IT Service Desk relationship, including performance management, continuous improvement and service integration with both internal and external resolver groups. 

You will be responsible for the quality of the end user support service and associated NPS and will act as the first point of management escalation/intervention for all end user support issues.

What you’ll be doing

  • Ensuring that all user impacting changes are communicated to the Service Desk 

  • Ensuring that any relevant training is provided to the Service Desk as part of the Service Transition process

  • Creating, owning and updating as necessary Ticket Handling procedures, Standard Operating Procedures and Call Handling procedures in line with the service provider 

  • Ensure that comprehensive monthly reporting is completed with regards to Service Desk performance with a clear articulation and analysis of trends 

  • Continuously driving productivity and efficiency within the Service Desk function

  • Developing and executing plans to reduce ticket volumes and implement automation where possible

  • Helping to set the direction for the ongoing maturity of the ITSM tool (working closely with the ITSM Process Manager) to ensure maximum effectiveness with respect to ticket handling

  • In partnership with functional managers, ensuring that all teams are operating in adherence with Incident and Request SLAs as well as NPS targets

  • Working closely with the outsourced Service Desk partner to mature and develop the existing Service Desk function, it’s performance and quality including SLA adherence, FCR and FLR

  • Overseeing all Service Desk activities to ensure the Service Management function has the customers viewpoint at the forefront of everything they do

  • Owning the First Line Responsibilities Matrix ensuring it is reviewed and updated on a regular basis 

  • Owning the IT Service Catalogue ensuring ad-hoc updates are made as appropriate and regular reviews are undertaken

  • Spending approximately 50% of your time with the Service Desk in person to build strong relationships with all Service Desk personnel

  • Being accountable for the quality of service and performance, ensuring future demand from growth is well understood and planned for

  • Providing daily reports on all IT tickets focusing on volumes, SLAs, trends and key problems 

  • Managing the Service Management ticket queue in the ITSM tool ensuring SLAs are consistently met

  • Proactively owning and managing escalations from all users, liaising with internal IT teams and third parties to achieve satisfactory outcomes

  • Supporting the Senior IT Service Manager in Service Desk contract renewals

  • Delegating for the Senior IT Service Manager when needed

  • Managing in-hours P2 incidents where necessary

  • Partaking in the IT Operations On-Call Rota

Budget & Staff Management Accountabilities


What we’ll expect from you

  • At least 5 year's experience running an outsourced Service Desk or, working in a similar role to this

  • ITIL Foundation certified, hold ITIL Service Operation certificate and ideally, a number of other ITIL intermediate (capability or lifecycle) certificates

  • Previous exposure to implementing and configuring ITSM toolsets with a clear understanding of how tools should be used to support core ITSM processes

  • Experience running IT projects, preferably directly related to either Service Desk improvements or other ITSM areas

  • Strong influencing and persuasion skills with an inherent ability to demonstrate and sell the benefits of effective ITSM and obtain buy in and support from all stakeholders

  • A self-starter with an organised and methodical approach and a proven ability to build relationships with internal and external, technical and non-technical stakeholders

  • A fast learner with an inherent ability to understand complex technology solutions and communicate the impact of incidents, problems and changes in both IT and business terms

  • A hands on individual who is not afraid to roll up sleeves and get into the detail with excellent analytical skills with a commitment to quality standards

  • Experience running or supporting complex contract renewals


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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