Sr. Service Delivery Manager

Expedia Group brands power global travel for everyone, everywhere. We design cutting-edge tech to make travel smoother and more memorable, and we create groundbreaking solutions for our partners. Our diverse, vibrant, and welcoming community is essential in driving our success.

Why Join Us?

To shape the future of travel, people must come first. Guided by our Values and Leadership Agreements, we foster an open culture where everyone belongs, differences are celebrated and know that when one of us wins, we all win.

We provide a full benefits package, including exciting travel perks, generous time-off, parental leave, a flexible work model (with some pretty cool offices), and career development resources, all to fuel our employees' passion for travel and ensure a rewarding career journey. We’re building a more open world. Join us.

Our Marketing division is committed to establishing enduring connections with both travelers and partners. We aim to foster a deep sense of trust and affinity for our brands, achieved through creative excellence and innovative marketing strategies. 

Why Join Us?  

To shape the future of travel, people must come first. Guided by our Values and Leadership Agreements, we foster an open culture where everyone belongs, differences are celebrated and know that when one of us wins, we all win.    

We provide a full benefits package, including exciting travel perks, generous time-off, parental leave, a global hybrid work setup (with some pretty cool offices), and career development resources, all to fuel our employees' passion for travel and ensure a rewarding career journey. We’re building a more open world. Join us.  

Introduction to team 

Strategic Partnerships and Affiliates (SPA) is a flourishing business, with bold growth ambitions, within the Expedia Group consumer business. We are uniquely positioned at the intersection of B2B and B2C marketing, with a growing portfolio of products that support thousands of affiliate partners, businesses, and people, to become successful travel entrepreneurs.

Our business’ purpose is ‘to profitably extend the reach of Expedia Group’s (EG) brands and engage with travellers where they choose to discover and book travel, by enabling businesses and people to monetize their audiences through branded travel products’.

Role Overview:

We are seeking an experienced incident manager who lives to solve problems. In this role, you will harness your analytical skills to identify – both proactively and reactively – instabilities and inefficiencies in the SPA ecosystem. You thrive on collaborating with other people to reach a resolution and have a passion for delighting customers.

The Service Delivery Manager is responsible for the end-to-end operational management of all incidents and escalations relating to the SPA business. In this role, you will successfully manage the full lifecycle of all incidents, starting with triaging, to troubleshooting, to working with different business units to deliver a full resolution, through to root cause analysis and recommendations on future-proofing.

In this role, you will:  

- Manage all incidents received to resolution and ensure they are resolved within service level targets

- Deliver quality solutions that resolve the issue at first contact. Ensure that all partner satisfaction metrics are met

- Identify inefficient processes and implement operational solutions using root cause analysis and processes redesign to deliver operational efficiencies

- Monitor work volumes and call out trends in a timely fashion to ensure proactive steps are taken to anticipate issues before they arise

- Provide the business with detailed and comprehensive analysis on incidents and any future recommendations

- Monitor process flows and proactively identify breakpoints or bottlenecks, taking appropriate actions to resolve issues

- Build relationships with dependent teams to enhance the team’s visibility and influence in prioritization

- Provide regular updates to SPA stakeholders and set expectations on timelines to keep everyone aligned

- Own all API related enquiries and escalations and ensure they are resolved within the targeted service level

Experience and qualifications:  

- 5+ years’ experience in an Incident Management or similar operational role

- An excellent problem solver with strong interpersonal skills and the ability to interact with all levels of an organization and cross-functional teams

- Proven ability to manage and analyse large datasets to identify patterns, trends, and tro