What you will do. A glimpse in your role:
As an IT Service Delivery Manager for Traveller Solutions, you will be responsible for ensuring the reliable delivery and continuous improvement of all IT services supporting Global Blue's traveller ecosystem. This role encompasses both backend infrastructure and front-end applications critical to the tax-free shopping journey, including our corporate website, Traveller App, and cloud-based SaaS marketing automation platform. As a people leader and service excellence champion, you will drive operational excellence while fostering strong relationships across multiple internal departments and external vendor partnerships.
Your responsibilities include:
Service Delivery Management
Maintain end-to-end accountability for service availability, performance, and quality across all Traveller Solutions platforms
Define, monitor, and report on Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)
Conduct regular service reviews with stakeholders to ensure alignment with business objectives
Develop and maintain service catalogues, ensuring clear documentation of all supported services
Drive service improvement initiatives based on performance metrics and stakeholder feedback
Team Leadership & Development
Lead, mentor, and develop a team of support engineers, fostering a culture of excellence and continuous learning
Conduct regular performance reviews, set clear objectives, and support career development plans
Manage resource allocation and capacity planning to ensure optimal team performance
Facilitate knowledge sharing and cross-training within the team
Champion best practices and ensure adherence to established processes and procedures
Stakeholder Management
Serve as the primary point of contact for all service-related matters with business stakeholders
Build and maintain strong relationships with product owners, development teams, and business units
Coordinate with external vendors, particularly for the cloud-hosted SAS solution, ensuring vendor performance meets contractual obligations
Facilitate effective communication between technical teams and non-technical stakeholders
Present service performance reports and improvement recommendations to senior management
Incident & Problem Management
Oversee incident response and resolution, ensuring minimal business impact
Lead major incident management, including stakeholder communication and post-incident reviews
Drive root cause analysis and implement preventive measures to reduce recurring incidents
Maintain and improve incident management procedures and escalation protocols
Ensure comprehensive documentation and knowledge base maintenance
Change & Release Management
Review and approve changes affecting Traveller Solutions services
Coordinate release planning and deployment activities across multiple platforms
Assess change-related risks and implement appropriate mitigation strategies
Ensure smooth transitions with minimal service disruption
Maintain change advisory board participation and stakeholder engagement
Continuous Service Improvement
Identify opportunities for service optimization and cost reduction
Implement automation and process improvements to enhance efficiency
Analyse service metrics and trends to proactively address potential issues
Lead service improvement projects from conception through implementation
Establish and maintain a culture of continuous improvement within the team
Vendor & Contract Management
Manage relationships with third-party vendors, particularly for cloud-hosted solutions
Monitor vendor performance against contractual SLAs
Negotiate service improvements and resolve vendor-related issues
Coordinate vendor engagement for specialized support and escalations
Maintain vendor documentation and ensure compliance with agreements
Every action has an impact. You will make a difference here if you have:
Soft Skills:
Exceptional leadership abilities with a proven track record of team development.
Outstanding communication skills, able to translate technical concepts for diverse audiences.
Strong analytical and problem-solving capabilities.
Excellent organizational skills with the ability to manage multiple priorities.
Customer-focused mindset with a commitment to service excellence.
Collaborative approach with the ability to influence without direct authority.
Resilient under pressure with strong crisis management skills.
Technical Competencies:
Strong understanding of ITIL framework and service management best practices.
Experience with service monitoring and management tools.
Knowledge of web technologies, mobile applications, and cloud platforms.
Familiarity with marketing automation platforms and SaaS solutions (experience with SaaS preferred).
Understanding of backend infrastructure and application architecture.
Key competencies to empower your journey. You'll drive towards success if you have:
Bachelor's degree, preferably in Computer Science, Information Technology, or a related field (Master’s preferred).
3–5 years of experience in IT service delivery or service management roles.
People management experience, preferably leading technical teams.
Proven experience managing services in hybrid cloud/on-premises environments.
Nice to Have:
ITIL v4 Foundation certification.
Project management certification (PMP, PRINCE2, or equivalent).
Experience in retail technology or e-commerce environments.
Knowledge of tax-free shopping or the travel retail industry.
Experience with specific platforms: marketing automation tools, mobile app ecosystems.
Familiarity with Agile/DevOps practices.
At Global Blue, we foster career growth through internal mobility, a multicultural environment, and an Agile Working Model that supports work-life balance and team spirit. Committed to sustainability, we prioritize positive impacts for employees, clients, and communities. Guided by our 5 Ways of Working, we focus on client satisfaction, collaboration, innovation, and value creation. As forward thinkers, we embrace open dialogue, continuous learning, and shared success to shape the future while delivering tangible results.
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