Cruise Tech Service Operations Lead

TUI Cruises GmbH; Luton; Hybrid; GBP 65,000 - 95,000; Full time

Job summary

Marella Cruises is seeking a Service Operations Manager to lead technology operations across onshore and onboard environments. You will coordinate all teams, own incident and problem management, and drive a culture of service excellence while reporting on performance and KPIs.

You will design service models for new products, maintain a clear view of the application landscape, and engage with key stakeholders to ensure end-user satisfaction. Some travel to support operations will be required.

Qualifications

• Solid experience building and developing Service Operations functions in an agile context.
• ITIL certification or equivalent service management experience.

Responsibilities

• Coordinate technology operations across onshore and onboard teams.
• Own incident and problem management with timely stakeholder communications.
• Review operational performance, SLAs and KPIs to drive continuous improvement.
• Define and implement service models for new products and transitions.
• Maintain understanding of the application landscape and engage SMEs for incident response.
• Travel to support operations and experience the cruise product.

Skills

Service Operations

ITIL

Incident management

Change management

Stakeholder communication

KPIs/SLAs

Agile

Tools

IT systems

Job description

Marella Cruises is seeking a Service Operations Manager to lead technology operations across onshore and onboard environments. You will coordinate all teams, own incident and problem management, and drive a culture of service excellence while reporting on performance and KPIs.

You will design service models for new products, maintain a clear view of the application landscape, and engage with key stakeholders to ensure end-user satisfaction. Some travel to support operations will be required.