Avis Budget Group Global Service Delivery Manager in Parsippany, New Jersey

Main Job Responsibilities:

  • Responsibility for overseeing governance and quality of all Incident, Change and Problem Management processes and policy. Drive/Manage service quality, performance, and improvement of Operations Team processes.

  • Operate and champion the Incident, Problem and Change processes across ABG.

  • Responsible for Major Incident Management process, ensuring the process is adhered to by all parties (including fully trained and aware of Major Incident responsibilities) and all outputs of the lifecycle of Major Incident are well documented.

  • Key player in assisting and driving the implementation of future Service Management strategy globally.

  • Initiate, lead and manage Service Management process improvements (CSI)

  • Assist in the design, implementation and running of both the Service Catalog and CMDB (Configuration Management Database).

  • Ensure all Service Management issues are progressed effectively and to the satisfaction of the business

  • Build and maintain effective relationships with Senior Business and IT Stakeholders and ensure Senior Management, Country MD’s and other relevant parties (IT Leadership) are kept fully informed at all times of the progress being made on their issues where escalated.

  • Conduct regular reviews with all business areas and drive the prioritisation of support issues in conjunction with IT & the business

  • Drive the automation of processes to achieve efficiencies across both technology and resource

  • Drive governance of all required SDLC documentation and ensure a fully assessed, managed handover of projects into the Support Services environment (in conjunction with other teams within Support Services).

  • Participate in cost controls, identify ways to reduce cost, and improve service

  • Facilitate and ensure adoption of technology and strategic tools within Operations Teams

  • Deliver on service commitments and participate in plan/strategy

  • Drive/manage employees, subcontractors/third party providers

  • Participate in technical solution preparation and review

  • Provide technical advice and ensure participation in the Change Control Board and/or change control process

  • Ensure Defect Prevention investigation is being conducted to drive additional value

  • Lead the Daily Huddles with the entire Operations Team to ensure the issues, concerns, highlights and activities are being handled according to business needs

  • Ensure they and their team(s) share across pools / teams / countries / geographies learning and best practices to enable the larger success of the Operations Team in the organization. This will help to avoid/mitigate challenges others may experience in support of the business

  • Consolidate and Report the Operational Efficiency levels from the Operations Teams

  • Foster best practice sharing with the Global Leadership of each team within the integrated Operations Teams

  • Maintain an auditable security compliance position

  • Optimize the availability of IT infrastructure, systems, and services to meet commitments

  • Deliver an Enhanced Recovery Model for resolution of Major Incidents of complexity or long duration

  • Provide integrated management and coordination of Incident Management, Problem Management, Change Management, and Availability Management processes

  • Assuring that services and components are designed and delivered to meet their availability targets.

  • Bridge gaps between Operations Teams and drive rapid recovery during crisis incidents

  • Provide a holistic view of the environment and make recommendations to improve overall service.

Crisis Management:

  • Drive communication of OneIT and team successes/challenges across IT and the business

  • Ensuring that any new solutions are fit for purpose prior to transition into operations

  • Ensuring that a pragmatic robust Change Management process is in place to protect the various operational environments.

  • Future development of this role will include the management of delivery of service from 3rd Parties.

  • Future development may also include line management.


  • Demonstrate appetite for managing risk and driving change eg. Embracing the outsourced model with IBM, Mindtree and TCS and sharing examples of what works well with the wider team

  • Adopt an assertive driving behaviour to better IT as a whole and stop/remove ‘Passive’ behaviours. Eg. Encouraging team members to drive changes and act on recommendations for improvements.

  • Responsibility for ensuring adequate training and development of staff for Service Management processes to enable them to perform their roles to the required standards.

  • Challenge non-conforming behaviour amongst peers, colleagues, customer and management

Corporate Governance:

  • Understand and enforce company policies and procedures and operate within the guidelines.

  • Creates and maintains a positive working environment and foster team working across Global IT.

  • The role holder may be asked to fulfil other general IT management duties as well – for example related to financial management, organisation design, change management and other interim management duties

  • Comply with regulatory requirements

Business Awareness/Strategy

  • Be aware of business strategy and the key drivers which impact on the department and individuals within the department.

  • Actively participate in cost containment initiatives and support and lead cost saving and productivity initiatives

  • Contribute to overall department and divisional strategy as appropriate.

  • Relationship management with key stakeholders and 3rd parties

  • Build effective relationships with both key business and IT stakeholders encouraging honest and mutually beneficial dialogue to ensure Global IT is seen as a trusted partner across all regions.

  • Ensure that the Service Management team and relevant processes/vision are well represented within the countries

  • By owning and strengthening Service Management processes look to influence and provide continuous improvements throughout other teams within Support Services and the wider Global IT team.



  • Degree, HND or HNC

  • ITIL qualification


  • Appropriate Business qualification

  • Appropriate Management qualification



  • IT Line management experience

  • Management of 3rd party suppliers

  • Experience of iterative and waterfall methodologies

  • Regular Customer facing experience

  • ITIL Certified

  • Deep technical skillset and knowledge of environment.


  • Experience of working in an Support Services managerial role

  • Knowledge of the AVIS IT environment

  • Knowledge of travel industry preferably car rental



  • Excellent understanding of the full software development lifecycle

  • Complex problem solving skills

  • Can do attitude and out of the box thinking

  • Ability to be the ‘face’ of IT

  • Budgetary awareness

Avis Budget is an EO employer – Vets/Disabled and other protected categories.

The information listed in this advertisement describes the general nature and level of this position only. Essential functions and responsibilities may change as business needs require. Your response to this ad may result in your being considered for employment with an affiliated company of Avis Budget Group, the publicly traded parent company of Avis Budget Car Rental, LLC and its subsidiaries.

This advertisement does not constitute a promise or guarantee of employment.