Service Delivery Coordinator

Job Description

About AwazeWe are Europes largest manager of holiday rental properties, with 110,000 units under management in over 600 destinations in 25 countries across the continent. Our purpose is simple - to delight owners and guests. The business operates more than 25 consumerbrands including Cottages.com, Novasol, Hoseasons, Landal and James Villa Holidays.The vacation rental market has been growing strongly over the last few years, with people desiring the space, flexibility and uniqueness provided. The current global pandemic has only served to strengthen that trend. 2020 and 2021 saw unprecedented demand,and were not slowing down.The RoleWe are looking for someone to join our Service Delivery team, working closely with Technical Operations and Engineering functions to support and maintain the operational effectiveness of core revenue generating platforms. You will have the opportunity to operata digital first service delivery culture for circa 1500 internal employees, using data driven insights to track performance of key services and processes, especially those linked to incident, change and problem.Key skills we need Capable of acting as the incident manager during a major incident response, engaging appropriate subject matter experts and external partners to minimise impact, disruption and MTTR Experience of developing and maintaining service catalogues and a CMDB Good problem-solving skills ideally with some experience and exposure to APM tools e.g. New Relic Able to lead the problem management process and engaging multiple stakeholders to drive root cause analysis and the defining and tracking of remedial actions Experience in creating and enriching knowledge bases to support incident resolution and digital self-service for internal customers A high-level understanding of key technology concepts and terms Able to interpret and understand technology change requests and ask appropriate questions linked to risk, impact and performance An understanding of change enablement and agile processes Applies an understanding of security and compliance considerations as part of the incident and problem process and able to differentiate between a security incident and a technical incident Able to identify and articulate opportunities for service delivery process improvement, automation, and optimisation A strong all-round communicator, able to keep focus when under pressure and communicate clearly and in non-technical terms to all business stakeholders during an incident Experience in creating major incident reports Previous exposure to the management and maintenance of incident response platforms e.g. PagerDuty Project work and ad-hoc responsibilities as determined by managementWhat else do you need to knowWe want to make the application process as stress-free as possible, so typically well have an informal chat with you on the phone, followed by a comprehensive interview over Teams, where youll have a chance to find out a bit more about the exciting thingswere doing (and maybe tell us what were doing wrong). We want to hear about your favourite (and least favourite) projects, what makes you tick and why.We believe in equal opportunities and aim to create a team that is representative of our society, knowing that embracing differences enhances the capabilities of our business and makes for a happy place to work. We are proud to recognise and celebrate thatwe have a diverse culture where employees are accepted for who they are, regardless of age, gender, ethnicity, sexual orientation, religion or ability.

Keyskills :
Service DeliveryTechnical Operations2nd LineIncident ResponseIncident Management