Head of Service Design and urance Global

Collinson is the global privatelyowned 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 marketleading airport experiences loyalty and customer engagement and insurance solutions for over 400 million consumers.

Collinson is the operator of Priority Pass the worlds original and leading airport experiences programme. Travellers can access a network of 1500 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 worlds leading payment networks over 1400 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 Visa 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 1800 global colleagues.

Purpose of the job
Working with the Service Management Director this role will be accountable for driving quality initiatives throughout the business. Championing the value the SMO can bring to the business through strong relationships with and a network of key stakeholders and influencers will be a key output of this role.

Leading a team of service professionals this role will contribute to the development direction and strategy of the overall Service Management Office (SMO).
Leading the SMO change initiatives you will contribute significantly to the adoption of various service frameworks that will result in better service delivery and cost effectiveness.

Key Responsibilities
Provide subject matter expertise specialist knowledge and consultancy to enablement functions and provide support to Service Management Office (SMO) in the promotion and adoption of Service Lifecycle and best practise across the Collinson group.
Support and contribute to the vision and strategy of the SMO enabling a Collinson wide global understanding of service maturity and capabilities through development of strategies and roadmaps to support the vision in agreement with the Service Management Director.
Design cost modelling of existing and new support models and incorporate into the Service Catalogue identifying potential cost savings.
Accountable for the overall scope and development of Service Design Advisory Board (SDAB) and Technical Design Advisory Board (TDAB) with a view to establishing enterprise adoption.
Responsible for understanding and analysing specific service design and transition requirements from new and existing clients. This will take the form of service strategy service design and service transition to include data inputs/outputs from enablement functions ensuring the delivery of those services is fit for purpose and the most appropriate solution for Collinson group and customers.
Design Delivery and oversight of right sized governancebased global Service Management reporting and dashboards.
Accountable for service quality standards and governance controls embedding continual improvement to tools processes education and all areas that impact digital service quality across the Collinson group.
Recommend and influence improvements through service quality strategy to the internal enablement and global business functions service delivery teams and external thirdparty providers.
Leveraging the latest service delivery methodologies lead manage or support as appropriate the development of core enterprise Service Management competencies and knowledge
Design and implement experiencebased measurement of digital services.
Build and lead a team of service professionals who will deliver increased service standards through developing core competencies which in turn will demonstrate the value of the SMO.
Act as Service escalation for all escalated queries which are deemed to require a higher level of support. This will include verification as well as management including being a member of the out of hours escalation rota.

Knowledge skills and experience required
Extensive experience in the IT industry with 15 years experience in IT service management
A strong leader with a flexible approach and experience in working in a high performing team
General knowledge of service management tooling
Excellent analytic/problem solving skills
Excellent communication/presentation skills
Exposure to interactions with internal and external service providers
Experience in developing a strategy into a plan of action
Demonstratable experience of contract and commercial service level management including awareness of Service Integration and Management (SIAM)
Demonstratable experience of risk management
Excellent skills and capabilities in management project management and technical management are required
ITIL v3 foundation with ITIL v3 specialist area preferred. ITIL4 desirable
Verism Foundation desirable

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 ongoing 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: Act smarter 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).

If you need any extra support throughout the interview process then please email us at

We also have our very own Beacons (Domestic Abuse Advisors) supporting within each of our global offices. Our Beacons will be your point of contact if you or someone you know needs support.