Booking Holdings Romania is a Center of Excellence based in Bucharest, Romania and was created to support the increasing business demands of the Booking Holdings Brands. The Center of Excellence provides access to specialized and highly skilled talent, leading industry best practices, and collaboration opportunities across all of our Brands.
As part of our Booking Holdings Romania team, you will have the opportunity to be a part of the world’s leading provider of online travel, with a mission of making it easier for everyone to experience the world through five-primary consumer facing brands: Booking.com, Priceline, Agoda, KAYAK and OpenTable.
Role description
The Technical Service Manager plays a pivotal role in the successful delivery and continuous evolution of cybersecurity services provided by B.com to BHFS and other potential BU’s. Acting as the primary liaison between clients, business stakeholders, and cross-functional delivery teams, the Service Manager ensures that services are delivered efficiently, effectively, and in alignment with business needs and strategic objectives.
This role is responsible for managing the full service lifecycle - from capturing and translating demand into actionable service initiatives, to driving service integration across delivery teams and optimizing performance through continual improvement. The Service Manager ensures transparency, alignment, and accountability by coordinating input across technology, operations, and governance functions, with a constant focus on the client experience.
This role provides a hybrid way of working with an onsite presence of 2 days/week.
Key Job Responsibilities and Duties
- Oversee cybersecurity service effectiveness, monitoring performance against SLAs and KPIs, ensuring consistent and secure delivery through coordination with Service Owners and Service Delivery Managers.
- Serve as the central liaison between customers and delivery teams, collecting and translating feedback into actionable service enhancements.
- Align services with customer expectations by collaborating with stakeholders across brands and regions, coordinating governance, and reporting activities including MBRs, QBRs, and project reviews.
- Promote ITIL-based practices across all service phases, ensuring adherence to operating procedures and service management frameworks.
- Ensure new services meet policy and regulatory requirements through collaboration in service design and change enablement, integrating seamlessly into operational environments.
- Facilitate major incident coordination, root cause analysis, and implementing service improvements post-incident, evaluating service operations for optimization and supporting transformational initiatives.
Role Qualifications and Requirements
Bachelor’s degree in Information Technology, Cybersecurity, Computer Science, or a related field (or alternatively proven professional experience)
ITIL Foundation certification; Cybersecurity certifications (e.g., ISO/IEC 27001, CISSP, CISM, NIST) are advantageous.
Preferred 5+ years’ experience in managing IT services within a large or complex environment.
Proven experience in cybersecurity operations or service delivery, with strong understanding of core security principles and frameworks.
Demonstrated success in designing and implementing new services or major service transformations.
Experience coordinating across multidisciplinary teams, including engineering, compliance, product, and business stakeholders.
Solid knowledge of IT service management frameworks (e.g., ITIL), including incident, problem, change, request, and knowledge management.
Familiarity with key cybersecurity domains such as network security, data protection, access control, and compliance (e.g. ISO27001, NIST CSF).
Strong working knowledge of IT and cybersecurity terminology, processes, and tools.
Experience building customer-facing reporting and performance dashboards using KPIs and SLAs.
Excellent verbal, written, and presentation skills with the ability to communicate technical information to non-technical audiences.
Proven ability to interface with a wide range of internal and external stakeholders across all levels of the organization.
Effective in building relationships, influencing decisions, and driving consensus across cross-functional teams.
Ability to lead and coordinate initiatives without direct authority, acting as a facilitator and integrator across service teams.
Customer-first mindset with strong analytical, problem-solving, and decision-making skills.
Passion for continual improvement and service excellence, with a proactive approach to identifying and solving service delivery challenges.
Benefits & Perks
Contributing to a high scale, complex, world renowned product and seeing real-time impact of your work on millions of travelers worldwide
Working in a fast-paced and performance driven culture
Technical, behavioral and interpersonal competence advancement via on-the-job opportunities, experimental projects, hackathons, conferences and active community participation
Competitive compensation and benefits package
Vast amounts of data to validate your ideas and the opportunity to experiment with real users
Pre-Employment Screening
If your application is successful, your personal data may be used for a pre-employment screening check by a third party as permitted by applicable law. Depending on the vacancy and applicable law, a pre-employment screening may include employment history, education and other information (such as media information) that may be necessary for determining your qualifications and suitability for the position.
