Service Desk Manager

Corporate Travel Management (CTM) UK/EU; Greater London; Hybrid; GBP 70,000 - 90,000; Full time

Benefits offered by this job

CTM Learning

All Stars conference

High-Performance programme

Global leadership programme

Vitality wellbeing platform

EAP (Employee Assistance)

Job summary

CTM UK/EU is seeking an IT Service Manager to lead the customer service lifecycle and ensure high-quality IT services across the London region. The role combines people leadership with hands-on ITIL-aligned service delivery in a hybrid office setting.

The ideal candidate will have 5+ years in IT service management, strong leadership, and experience managing service desk operations and IT infrastructure. DBS and security checks are part of the onboarding process.

Qualifications

• 5+ years in IT service management or similar role.
• Proven experience managing customer service lifecycle.
• Experience managing IT infrastructure and service desk operations.
• Experience with ITIL or similar IT service management frameworks.
• Demonstrated ability to lead and manage a team of IT professionals.
• Experience in vendor management and negotiation.
• Bachelor’s degree in information technology, Computer Science, or related field.

Responsibilities

• Manage the customer service lifecycle and deliver high-quality IT and non-technical support.
• Align IT infrastructure delivery with CTM business objectives and ITIL best practices.
• Oversee service desk staff and IT infrastructure to ensure reliable, efficient service.
• Lead and develop IT professionals and coordinate vendor relationships.

Skills

Customer service

Leadership

ITIL best practices

Problem solving

Communication

Multi-priority

Service desk tools

Education

Bachelor’s degree in IT / CS

Job description

Now boarding: Your career in travel is ready for take-off.

Corporate Travel Management (CTM) is undergoing an exciting period of growth as worldwide travel returns. If you’re ready to embark on a career with a global leader in business travel, we want to hear from you.

At CTM, our people are at the heart of everything we do. We know that our diverse team is the reason CTM is the award-winning TMC we are today, which is why recruiting like-minded travel enthusiasts is an important part of our business’ success and growth.

About CTM

CTM is an award-winning provider of travel service solutions spanning corporate, events and sports markets. Headquartered and founded in Australia, CTM has offices all around the world, including Europe, Asia, North America, Australia and New Zealand. www.travelctm.co.uk

About the Role

This role requires to work from out London UK office (hybrid) - kindly refrain from applying if you do not live in the UK.

About the Role

The purpose of the role is to manage the customer service lifecycle and provide professional, timely, helpful, high quality and consistent customer service both technical and non-technical before, during and after the customer's needs are met.

The role also ensures that the region's IT infrastructure aligns with CTM business objectives. They manage infrastructure, service desk staff, and processes to ensure the effective and efficient use of technology and deliver high-quality IT services that meet the needs of the region and its users. They ensure that IT service delivery is consistent, reliable, and aligned with best practices ITIL.

Skills

• Excellent customer service and interpersonal skills.
• Strong leadership and team management abilities.
• Proficient in ITIL best practices.
• Strong problem-solving and analytical skills.
• Effective communication skills, both written and verbal.
• Ability to manage multiple priorities and work under pressure.
• Technical proficiency in relevant IT infrastructure and service desk tools.

Experience

• 5 years + experience in IT service management or a similar role.
• Proven experience in managing customer service lifecycle.
• Experience in managing IT infrastructure and service desk operations.
• Experience with ITIL or similar IT service management frameworks.
• Demonstrated ability to lead and manage a team of IT professionals.
• Experience in vendor management and negotiation.

Knowledge

• In-depth understanding of ITIL best practices and frameworks.
• Knowledge of IT infrastructure, including networks, servers, and security.
• Understanding of customer service principles and practices.
• Familiarity with service desk software and tools.
• Knowledge of project management methodologies.

Qualifications

• Bachelor’s degree in information technology, Computer Science, or a related field.

What to expect from the recruitment process

• Every hire starts with a chat with our Talent Acquisition team, if your profile is selected you will be contacted by phone or email (please check your spam folder);
• Then, if you are progressing, the hiring manager will invite you to an interview, usually on Teams;
• If you are successful we will invite you to our office for a final stage interview.

Wherever possible we will provide you with feedback, however we are a small team and often we won't be able to do so until after we fill the vacancy.

CTM is a responsible employer and is dedicated to conduct thorough right to work checks.

CTM is an equal opportunity employer. We want to make sure our entire recruitment process is accessible to everyone. If you need accommodations at any stage of the application or interview process, please let us know: as a Disability Confident Committed, we’re here to support you in any way we can. Do not hesitate to connect with our Recruitment team if you need to discuss arrangements.

Reward & Recognition

• Our learning platform CTM Learning
• our annual conference the All Stars
• our High-Performance programme and a global leadership programme.

Employee Wellbeing and Flexibility

• Our wellbeing platform Vitality
• our Employee Assistance Programme (EAP)
• our new private healthcare Medicash + our mental health first aiders.

• Most of our roles offer a hybrid working pattern, with 3 days per week in the office.
• Where permitted and depending on the role, we can offer flexible start and finish times to suit your other commitments and support a healthy work-life balance. We are committed to finding a setup that works for you and the business.

Sustainability Focus

Principles of Governance, People, Planet, and Prosperity, CTM’s Sustainability Strategy identifies material issues and outlines initiatives to achieve this.

CTM is the Data Controller with respect to the personal information you provide during your application. We will use this information solely to process your application, and our legal basis is that you are considering taking up an employment contract with us. We may share this information with our parent company in Australia, but otherwise we will not disclose it to any other organisation. If you take up employment with us, we will keep the information for the duration of your employment, otherwise we will destroy it 2 months after the post is filled.

All the information that we ask for in application forms has to be completed for your application to go ahead. There is no profiling or automated decision making applied to the personal information you supply. You have all the legal rights with your personal data as laid out in the General Data Processing Regulation (GDPR) and the Data Protection Act 2018, including the right to complain to the Information Commissioner’s Office. Our Data Protection Officer may be contacted at [e-mail]

In our UK and European operations, CTM uses LinkedIn to process applications for open job roles. Using only the information submitted by the applicant, LinkedIn automatically filters applications based on the criteria set by CTM’s recruitment team.

Note that this role requires a DBS and a security clearance process (you must have lived in the UK for 5 consecutive years to be eligible). Do not apply if you are not willing to undergo these conditional background checks, this continually applies during the course of your employment.

You can read about SC on the government site - National security vetting: clearance levels - GOV.UK