Technology Dublin, Ireland

Service Delivery Manager

Company Intro

Booking Holdings (NASDAQ: BKNG) is the world leader in online travel and related services, provided to customers and partners in over 220 countries and territories through six primary consumer-facing brands –, KAYAK, priceline,,, and OpenTable. The mission of Booking Holdings is to make it easier for everyone to experience the world. During 2019, the Company had consolidated revenues and net income of $15.1 billion and $4.9 billion, respectively, and a current market value of approximately $60 billion.

Booking Holdings Financial Services (hereinafter “BHFS”) is based in Dublin, Ireland and provides financial services in the form of payment services and e-money products across all the brands. BHFS is committed to conducting its business in compliance with applicable laws, regulations and guidelines, with integrity and to the highest ethical standards.

Job Overview

The Service Delivery Manager will deliver the service model for BHFS, oversee compliance and ensure continuous service improvements.

Responsibilities and Duties

  • Define and review Intercompany and Vendor Agreements. Implement formal process for regular revision and updating. 

  • Review and refine existing Service Level Agreements. Define new Service level agreements as required. 

  • Set KPIs for Service Levels across all services. 

  • Monitor and Review SLAs and KPIs and establish operating rhythm with Exec Team for report outs

  • Manage the relationships with service providers, both internal and external.

  •  Agree the pricing structure and any performance related service credits and present for approval.

  • Oversee delivery of all new technology and functionality, define service levels and embed into reporting metrics.

  • Ensure documentation meets required industry and corporate standards.

  • Oversee Change Control of all services and measure impact. Put reporting and metrics in place to track change success.

  • Facilitate audits of External, Intercompany and Service Level Agreements, including metric reporting. 


  • Bachelor’s degree or equivalent program in Computer Science, Information Technology or Business Information Systems.
  • Strong experience in setting up and running Service Delivery and management in a large company.
  • Experience in working in a regulated financial services environment is mandatory.
  • Experience in delivering services in a multi-Vendor environment.
  • Experience of working in Payments is an advantage.
  • Excellent interpersonal skills and ability to influence and negotiate with senior stakeholders.
  • Succinct Communicator – ability to break down complex issues and communicate at all levels in the organization.
  • Ability to work in a cross-functional matrix environment.
  • Highly motivated. Ability to work under pressure and under own initiative.
  • Solution driven with demonstrated ability to meet deadlines and deliver results.
  • Travel required – 25%.

About BKNG 

Booking Holdings is the world leader in online travel & related services. Our teams work around the clock to build and improve the technology that empowers people to more freely travel across borders, time zones, languages and cultures. At Booking Holdings, we make it easier for everyone to experience the world every day through seamless technology powered by our six major brands: 



  • priceline

  • agoda


  • OpenTable

Through the Booking Holdings brands, we help our customers reach all corners of the earth. Our ability to provide great service rests on how well we understand our diverse customer base, which is why having a diverse team is so important to us. We bring together employees from all walks of life and we are proud to provide the kind of inclusive environment that stimulates innovation, creativity and collaboration.

EEO Statement:

Booking Holdings is an equal opportunity employer in accordance with all applicable federal, state and local laws. We ensure equal employment opportunity to all employees and applicants without discrimination or harassment based on race, religious creed, color, age, sex, sexual orientation, gender identity, national origin, religion, marital status, medical condition, disability, military service, pregnancy, childbirth and related medical conditions, or any other classification protected by federal, state, or local law.

Booking Holdings also extends this policy to every phase of the employment process including, but not limited to, recruitment, selection, placement, transfer, training and development, position elimination, restructure, promotion, compensation, benefits, layoffs, termination, and all other conditions or privileges of employment. Booking Holdings and its Affiliated Companies are Equal Employment Opportunity employers and welcome all job seekers including individuals with disabilities and veterans with disabilities. If you have a disability and believe you need reasonable accommodation in order to search for a job opening or apply for a position, please email with your request. M/F/V/D/SO  

Our Brands