Service Management Officer (Temp)

Join our crew and help CTM take flight. Apply now and pack your skills for a business travel journey that promises growth, discovery and plenty of first-class moments.

About CTM

CTM is an award-winning provider of travel service solutions spanning corporate, events and sports markets. Headquartered and founded in Australia, CTM has offices all around the world, including Europe, Asia, North America, Australia and New Zealand. https://uk.travelctm.com/

About the Role

The purpose of the role is to support our customers on a short-term basis, primarily within our London office (Blackfriars) delivering professional, timely and high-quality customer service. The role involves providing both technical and non-technical support before, during and after customer needs are met, ensuring every interaction leaves customers feeling listened to, valued and respected, while providing the successful candidate with the potential to become an integral part of a collaborative and growing team. To support staff, processes, data and infrastructure to ensure and deliver high-quality IT services that meet the needs of the region and its users. They ensure that IT service delivery is consistent, reliable, and aligned with best practices ITIL.

Skills & Experience

Skills:

• Excellent customer service and interpersonal skills.
• Strong teamwork and collaboration skills
• Proficient in ITIL best practices.
• Strong problem-solving and analytical skills.
• Effective communication skills, both written and verbal.
• Ability to manage multiple priorities and work under pressure.
• Technical proficiency in relevant IT infrastructure and service desk tools.

Experience:

• Experienced within a hybrid Active Directory Domain / Office 365 / Entra environment.
• Experienced in office IT management, including laptop deployment and peripherals.
• Experience in IT service analysts or a similar role.
• Experience with ITIL or similar IT service management frameworks.
• Demonstrated ability to work as part of a team of IT professionals.
• Experience in vendor management and negotiation.

Knowledge:

• In-depth understanding of ITIL best practices and frameworks.
• Knowledge of IT infrastructure, including networks, servers, and security.
• Knowledge of computer hardware including but not limited to, laptops peripherals & AV equipment.
• Knowledge of computer OS/software, including but not limited to Windows 10/11 & O365.
• Understanding of customer service principles and practices.
• Familiarity with service desk software and tools.

What to expect from the recruitment process

• Every hire starts with a chat with our Talent Acquisition team, if your profile is selected you will be contacted by phone or email (please check your spam folder);
• Then, if you are progressing, the hiring manager will invite you to an interview, usually on Teams;
• If you are successful we will invite you to our office for a final stage interview.

Wherever possible we will provide you with feedback, however we are a small team and often we won't be able to do so until after we fill the vacancy.

CTM is a responsible employer and is dedicated to conduct thorough right to work checks in the interests of both parties, candidates and the company. Candidates selected and invited to an interview will be invited to a mandatory 15 min call with the TA lead to produce their RTW documents. This call is a mandatory step for all candidates regardless of their RTW status. This call is confidential and conducted by HR professionals only.

CTM is an equal opportunity employer. We want to make sure our entire recruitment process is accessible to everyone. If you need accommodations at any stage of the application or interview process, please let us know: as a Disability Confident Employer, we’re here to support you in any way we can. Do not hesitate to connect with our Recruitment team if you need to discuss arrangements.

Reward & Recognition

Our learning platform CTM Learning, our annual conference the All Stars, our High-Performance programme and a global leadership programme.

Employee Wellbeing and Flexibility

Our wellbeing platform Vitality, our Employee Assistance Programme (EAP), our new private healthcare Medicash + our mental health first aiders.

Most of our roles offer a hybrid working pattern, with 3 days per week in the office. Where permitted and depending on the role, we can offer flexible start and finish times to suit your other commitments and support a healthy work-life balance. We are committed to finding a setup that works for you and the business.

Sustainability Focus

Principles of Governance, People, Planet, and Prosperity, CTM’s Sustainability Strategy identifies material issues and outlines initiatives to achieve this.

CTM is the Data Controller with respect to the personal information you provide during your application. We will use this information solely to process your application, and our legal basis is that you are considering taking up an employment contract with us. We may share this information with our parent company in Australia, but otherwise we will not disclose it to any other organisation. If you take up employment with us, we will keep the information for the duration of your employment, otherwise we will destroy it 2 months after the post is filled.

All the information that we ask for in application forms has to be completed for your application to go ahead. There is no profiling or automated decision making applied to the personal information you supply. You have all the legal rights with your personal data as laid out in the General Data Processing Regulation (GDPR) and the Data Protection Act 2018, including the right to complain to the Information Commissioner’s Office. Our Data Protection Officer may be contacted at EU.DPO@travelctm.com.