(GSD) IT Service Delivery Manager (Bangkok-based, relocation provided)
Skills
About This Role
About Agoda
At Agoda, we bridge the world through travel.
Our story began in 2005, when two lifelong friends and entrepreneurs, driven by their passion for travel, launched Agoda to make it easier for everyone to explore the world.
Today, we are part of Booking Holdings [NASDAQ: BKNG], with a diverse team of over 7,000 people from 90 countries, working together in offices around the globe.
Every day, we connect people to destinations and experiences, with our great deals across our millions of hotels and holiday properties, flights, and experiences worldwide.
No two days are the same at Agoda.
Data and technology are at the heart of our culture, fueling our curiosity and innovation.
If you’re ready to begin your best journey and help build travel for the world, join us.
Who we are:
Agoda is Asia’s leading and fastest growing online hotel reservation website.
Maintaining this position requires an incredible amount of data, a superior IT infrastructure, and world class talent to bring it all together.
Information Technology is Agoda’s core competency, and an IT career with us provides excellent growth opportunities in an exciting, multicultural environment with 74 nationalities.
Agoda’s IT department is a fast-paced environment where innovation and creative thinking matter; where passion for new technology applied in creative ways drives us to constantly improve the customer experience.
We strive to create products and services that make a difference, and work hard to ensure continuous, consistent progress and we never forget to have fun while doing it.
What we need:
Agoda is currently seeking a talented and experienced IT Service Delivery Manager to join our IT Support Department. The ideal candidate will have a strong track record of leading end-to-end IT service delivery in Windows and macOS environments, with a focus on improving user experience, meeting SLAs, reducing time to resolution, and driving measurable service improvements (e.g., laptop performance, ticket response times) while delivering cost-effective outcomes within agreed KPIs.
Responsibilities
- Own and continuously improve IT support service delivery, ensuring consistent performance against SLAs/OLAs and agreed KPIs.
- Lead operational governance for service performance (e.g., daily/weekly reviews), producing clear reporting on ticket volumes, response/resolution times, CSAT, and recurring issues.
- Manage Incident, Problem, and Change processes to restore service quickly, reduce repeat incidents through root-cause analysis, and minimize business disruption from changes.
- Coordinate cross-functional teams (IT Support, Infrastructure, Security, Engineering, and business stakeholders) to prioritize demand, remove blockers, and deliver service enhancements.
- Oversee key suppliers and partners, including performance management, escalation handling, service reviews, and cost control to ensure value for money.
- Drive continual service improvement initiatives (process, tooling, automation, and knowledge management) to improve productivity, reduce MTTR, and enhance end-user experience.
- Maintain service documentation, including service catalog entries, runbooks, SOPs, and operational procedures.
Requirements
- Bachelor's degree in information technology, Computer Science, or a related field (or equivalent practical experience).
- 5+ years of experience in IT Service Delivery, IT Operations, or IT Support leadership roles.
- Strong understanding of ITIL/ITSM practices (Incident, Problem, Change, Request Fulfilment, Knowledge, and Service Level Management).
- Experience managing and reporting on SLAs/KPIs and driving continual service improvement.
- Familiarity with corporate IT services including Microsoft 365, Entra, Active Directory and GSuite. Along with Windows and macOS endpoint management.
- Hands-on experience with ITSM/ticketing tools (e.g., ServiceNow, Jira Service Management, Freshservice) and operational reporting.
- Excellent stakeholder management, communication, and escalation skills across technical and non-technical audiences.
- Strong organizational, time-management, and problem-solving skills, with the ability to manage competing priorities.
- Experience managing vendors and budgets to deliver cost-effective services.
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- Please review our Hiring Process Guidelines before your interview — click here to learn how interviewing at Agoda works.
Discover More About Working At Agoda
- Agoda Careers https://careersatagoda.com
- Facebook https://www.facebook.com/agodacareers/
- LinkedIn https://www.linkedin.com/company/agoda
- YouTube https://www.youtube.com/agodalife
Equal Opportunity Employer
At Agoda, we pride ourselves on being a company represented by people of all different backgrounds and orientations.
We prioritize attracting diverse talent and cultivating an inclusive environment that encourages collaboration and innovation.
Employment at Agoda is based solely on a person’s merit and qualifications.
We are committed to providing equal employment opportunity regardless of sex, age, race, color, national origin, religion, marital status, pregnancy, sexual orientation, gender identity, disability, citizenship, veteran or military status, and other legally protected characteristics.
We will keep your application on file so that we can consider you for future vacancies and you can always ask to have your details removed from the file.
For more details please read our privacy policy.
Disclaimer
We do not accept any terms or conditions, nor do we recognize any agency’s representation of a candidate, from unsolicited third-party or agency submissions.
If we receive unsolicited or speculative CVs, we reserve the right to contact and hire the candidate directly without any obligation to pay a recruitment fee.
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