Collinson is an equal opportunity employer and welcomes everyone to our team. We strongly encourage people of any colour, race, ethnicity, gender identity, sexual orientation, neurodivergence, family status (including pregnancy), age, individuals with disabilities and people from all backgrounds, cultures and experiences to apply. If you need reasonable adjustments at any point in the application or interview process, please let us know.

In your application, please feel free to note which pronouns you use (For example - she/her/hers, he/him/his, they/them/theirs, etc)

Collinson is a global loyalty and benefits company.

We use our expertise and products to craft customer experiences which enable some of the world's best-known brands to acquire, engage and retain the most demanding and choice-rich customers. In particular, our unique expertise and insight into high earning, frequent travellers allow us to create products and solutions for our clients that inspire greater customer engagement to drive more profitable relationships, enrich their travel experiences, protect what matters and assist in in times of need.

While specialising in Financial Services, Travel and Retail, we also support clients in multiple sectors. We have worked with over 90 airlines, 20 hotel groups and more than 600 financial institutions and banks, with clients including Accor Hotels, Air France KLM, American Express, British Airways, Cathay Pacific, Diners Club, Mandarin Oriental, Mastercard, Radisson Hotel Group, Sephora, Visa and VHI.

We take our 30 years' experience working with these kinds of household names in over 170 countries and help our clients to deliver the smarter experiences it takes to differentiate their propositions, and help them win deeper devotion with their customers.

Collinson is a privately-owned entrepreneurial business with 2,000 passionate people working in 20 locations worldwide. Our solutions include Priority Pass, the world's best known airport experiences programme, while we are also the trusted partner behind many of the leading financial services, airline and hotel brand's reward programmes and loyalty initiatives.

Purpose of the job

The Sr. IT Manager in the Customer Technology Services team is responsible for working alongside, guiding, supporting, and developing a group of Customer Technology Services Engineers. This role blends hands-on technical oversight with people and workload management to ensure effective service delivery and optimal team performance. The Sr. IT Manager acts as a bridge between engineers, management, and stakeholders, fostering a culture of collaboration, accountability, and continuous improvement.

Key Responsibilities

• Team Leadership & People Management: Supervise, mentor, and motivate a team of Customer Technology Services Engineers, supporting their professional growth, conducting regular performance reviews, and coordinating training or upskilling as needed.

• Workload Management: Allocate and balance work assignments based on team capacity, project priorities, and customer needs, ensuring timely completion of tasks and optimal resource utilization.

• Operational Oversight: Monitor daily CTS activities (including but not limited to Vulnerability management and Patch/Update management, conference room readiness), track key metrics, and drive continuous improvement initiatives to enhance service quality and efficiency.

• Collaboration & Communication: Facilitate effective communication within the team and with other departments, ensuring shared understanding of goals, expectations, and best practices.

• Customer Engagement: Work closely with customers (internal and external) to understand their technology needs, fulfil service requests, resolve incidents, resolve escalated incidents, and ensure high levels of customer and CTS Engineer satisfaction.

• Technical Guidance: Provide guidance and support to CTS Engineers on complex technical issues; serve as an escalation point for critical / major incidents.

• Project Participation: Collaborate with other stakeholders on project planning, implementation, and post-project reviews when CTS Engineers are needed for project support.

• Reporting: Maintain clear records on team performance, workload distribution, customer feedback, and areas for improvement; provide regular updates to management

• Additional Responsibilities: Must be willing to support or temporarily cover other Team Leads and/or their teams in the event of Team Lead absences or gaps in coverage, be on-call in the event of a major incident. Coordinate team scheduling, shift rotations, and holiday/on-call coverage to support 24x7 operations.

• Additional In-Role Opportunities: Work in a dynamic, collaborative environment focused on continuous innovation and service excellence. Be part of a strategic technology function that supports global business operations and transformation.

Knowledge, skills and experience required

• Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).

• 5+ years of experience in IT support, with at least 2 years in a team lead role.

• Strong knowledge of end user / customer technologies, including Windows/Mac OS, Microsoft 365, collaboration tools (e.g., Teams, Zoom), and endpoint management platforms (e.g., Intune, SCCM, JAMF, PDQ, etc.).

• Proven experience managing global teams or working in a follow-the-sun support model.

Preferred Qualifications

• ITIL Foundation certification or familiarity with ITIL-based support practices.

• Experience with Fresh Service or similar ITSM platforms.

• Familiarity with asset lifecycle management processes and end user / customer security standards.

• Project coordination or task delegation in a multi-team environment.

• Certifications in Microsoft, Apple, or endpoint management technologies.

Person Specification

• Excellent interpersonal and communication skills, with the ability to lead across cultures and time zones.

• Strong organizational and problem-solving abilities with a focus on continuous improvement.

• Ability to handle competing priorities and adapt to changing demands.

• Technical acumen and troubleshooting

• Workload planning and resource allocation

• Customer focus and stakeholder management

• Process orientation and attention to detail

• Collaboration and teamwork

• Adaptability and resilience