Service Assurance Coordinator

Collinson; Cape Town; On-site; ZAR 350,000 - 600,000; Full time

Job summary

A leading company in the travel sector is seeking a Service Assurance Coordinator to drive quality and improvement in services. The role includes managing major incidents, enhancing operational effectiveness, and supporting stakeholders. Candidates should have 2+ years in incident management and strong communication skills.

Qualifications

• 2+ years’ experience in major incident management setting.
• Great verbal and written communication skills.
• Ability to cope under pressure.

Responsibilities

• Manage all Major Incidents to a successful resolution.
• Host Post Incident Review to capture preventative actions.
• Conduct trend analysis within the Service Desk for reporting.

Skills

Major Incident Management

Communication

Problem-solving

Analytical thinking

Education

ITIL Foundation v3 or v4 (advantageous)

Tools

ITSM systems (e.g., Fresh Service)

Job description

Collinson is the global, privately-owned company dedicated to helping the world to travel with ease and confidence. The group offers a unique blend of industry and sector specialists who together provide market-leading airport experiences, loyalty and customer engagement, and insurance solutions for over 400 million consumers.

Collinson is the operator of Priority Pass, the world’s original and leading airport experiences programme. Travellers can access a network of 1,500+ lounges and travel experiences, including dining, retail, sleep and spa, in over 650 airports in 148 countries, helping to elevate the journey into something special. We work with the world’s leading payment networks, over 1,400 banks, 90 airlines and 20 hotel groups worldwide.

We have been bringing innovation to the market since inception – from launching the first independent global VIP lounge access Programme, Priority Pass to being the first to sell direct travel insurance in the UK through Columbus Direct and creating the first loyalty agency of its kind in the travel sector with ICLP. Today we still invest heavily in innovation to ensure that we continue to deliver superior customer experiences.

Key clients include Mastercard, American Express, Cathay Pacific, British Airways, LATAM, Flying Blue, Accor, EasyJet, HSBC, Chase, HDFC.

Our mission is focused on doing good beyond profit, which for us means we seek out opportunities for our people to share in our success and that we give back to the communities and people within which we work.

Never short of ambition, the success of our business is delivered through the diverse and talented team of over 2,200 global colleagues.

Purpose of the job

Reporting to the Service Assurance Manager, the Service Assurance Coordinator is an important role within the Service Management Office (SMO). Driving quality and focusing on continuous improvement of our services, is a key deliverable of this role and is there to support the key objectives of the SMO.

This role ensures that major incidents are managed effectively, communication is succinct, and service is improved through review of repetitive issues and follow up improvement activities.

Key responsibilities

Major Incident Management

• Major Incident Management is the primary function of the job role
• Manage all Major Incidents to a successful resolution utilizing the established Major Incident process
• Host the Post Incident Review to capture preventative actions, and then following up on the agreed actions to ensure improvements have been made.
• Participate in a weekly on-call schedule to support Major Incidents OOH’s
• Prepare a monthly reporting deck to display Major Incident stats which contain trends, risks, recurring incidents, blockers and recommendations.

Service Assurance

• Support the Service Assurance Manager with their Quality Agenda
• Implement actions derived from the Service Improvement Plan for the enhancement of operational effectiveness.
• Establish relationships with key stakeholders to build trust with the Service Assurance function to enable buy-in with future improvements in various business areas
• Provide support the SAM with any internal/external audit requirements
• Support the Problem Management function with regular reviews of incidents with the Problem Manager
• Chair the Change Advisory Board (CAB) and ensure all changes requiring CAB Approval are sanity checked for all correct information before approving.
• Provide support to the SMO with its long-term objectives and be a champion for Service Management
• Supporting the SIAM model through ad hoc quality checks to help drive improvements with the Global Lead of Service Integration

Service Desk

• Ensure Service Desk tickets are reviewed in line with quality standards so correct information is captured.
• Conduct trend analysis within the Service Desk for reporting, which will lead to continual service improvement. Provide data-driven recommendations for improvement.
• Support the Service Desk where resource constraints prevent optimal performance.
• Maintain excellent relationships with the Service Desk Leadership to encourage cooperation

Knowledge, skills and experience required

• 2+ years’ experience in major incident management setting
• Great verbal and written communication skills to converse with stakeholders at all levels, fluent in written and spoken English
• Demonstrate a high level of command and control during conference calls with both internally and customer facing teams.
• Ability to cope under pressure.
• Advantageous to hold ITIL Foundation v3 or v4, or experience of working in an ITIL structured environment.
• Experience of working in an ITSM system such as Fresh Service

Collinson is an equal opportunity employer and welcomes differences in all their forms including: colour, race, ethnicity, gender identity, sexual orientation, neurodivergence, family status, age, individuals with disabilities and people from all backgrounds, cultures and experiences as we strongly believe this contributes to our on-going success.

We are focused on continually evolving our purpose driven, high performing culture, providing an environment where our people have the opportunity to achieve their full potential and do interesting and meaningful work. Our company values are: Take Action, Do the right thing, One team and Be insight led. These help guide everything we do internally in terms of how we think, act and interact, right through to how we deliver value to our customers and clients.

In your application, please feel free to note which pronouns you use (For example - she/her/hers, he/him/his, they/them/theirs, etc).