Head of Onboard Services

DFDS; New Forest; On-site; GBP 50,000 - 70,000; Full time

Job summary

DFDS is seeking a Head of Onboard Services for its Eastern Channel vessels. This pivotal role involves overseeing daily operations, ensuring service excellence, and leading a diverse team. The ideal candidate will have extensive maritime experience and a strong leadership track record, contributing to DFDS's reputation for excellence in the maritime industry.

Benefits

Extensive development opportunities

Training programs

Career progression pathway

Qualifications

• Extensive experience in maritime operations.
• Proven success in resolving people management challenges.
• Excellent organizational skills.

Responsibilities

• Oversee financial and operational performance of onboard services.
• Ensure consistent delivery of brand and service standards.
• Lead and develop a diverse team.

Skills

Leadership

Operational Management

Team Development

Crisis Management

Collaboration

Education

STCW 95 Certification

Tools

Microsoft Office

Job description

At DFDS, we are committed to delivering exceptional customer experiences at sea, aligning with our mission to "Move for All to Grow." As the Head of Onboard Services for our Eastern Channel vessels, you will play a pivotal role in elevating our onboard service standards, shaping team culture, and driving continuous improvement across every voyage.

Be part of the movement – and play your part

About The Role

As Head of Onboard Services at DFDS, you will play a vital role in overseeing the daily operations of onboard services across our designated routes on the Eastern Channel vessels. In this dynamic position, you report directly to the Commercial Experience Manager and work within the Onboard Services (OBS) Crew department, where you are responsible for managing financial performance, monitoring key operational indicators, and ensuring that our service, brand, and concept standards are consistently delivered on every crossing. You will serve as the essential link between our vessels and the shore-based teams, collaborating closely with colleagues from Global OBS, Crewing, Finance, Technical, and T&I to champion our innovative concepts and drive continuous improvements that result in a world-class passenger experience. This role is structured as a full-time, rotational position on a 14‑day shift pattern, offering an exciting opportunity to make a significant impact in the maritime industry while advancing DFDS’s reputation for excellence.

Key Responsibilities

• Operational Leadership: Oversee the financial and operational performance of onboard services while managing budgets and KPIs to ensure financial targets are met.
• Standards Implementation: Ensure consistent delivery of brand, service, and concept standards across all voyages.
• Team Development: Lead, motivate, and support a diverse team of Senior Business Leaders (SBLs) and onboard crew, fostering professional development and succession planning.
• Cross-Functional Collaboration: Act as a vital link between vessel management and shore-side functions by sharing insights and feedback that enhance operational improvements.
• Crisis & Escalation Management: Serve as the escalation point for crewing and HR-related matters, stepping into the SBL role when necessary to maintain service continuity.
• Project Delivery: Drive the successful implementation of seasonal, process, and service improvement projects in conjunction with the Crewing and OBS teams.
  
  

About You

The ideal candidate is a strong, inclusive leader with a track record of managing teams across multiple locations. You possess:

• Extensive experience in maritime operations, backed by valid STCW 95 and relevant maritime certifications.
• Proven success in resolving people management challenges with a practical, solution-based approach.
• Excellent organizational skills and the ability to thrive in a dynamic, back-to-back management environment.
• Proficiency in Microsoft Office (Excel, Word, PowerPoint, Outlook) and an aptitude for working across functions.
• A collaborative mindset with the ability to build strong stakeholder relationships and influence operational decisions.
  
  

What’s in it for You?

In this high-profile role, you will lead service excellence on a critical and challenging route, joining a supportive, inclusive, and forward-thinking team committed to maritime service excellence. This dynamic culture offers extensive development opportunities, training, and a clear pathway to career progression. Your leadership will directly drive operational improvements, enhancing both the passenger experience and team performance.

Ready to Step Onboard?

Ready to make a lasting impact?

Join DFDS and help us maintain our reputation as a Great Place to Work and Sail. Apply today to become part of a passionate team dedicated to excellence and continuous improvement across our Eastern Channel fleet.

About DFDS

We operate a transport network in and around Europe with an annual revenue of DKK 30bn and 17,000 full-time employees.

We move goods in trailers by ferry, road & rail, and we offer complementary and related transport and logistics solutions.

We also move car and foot passengers on short sea and overnight ferry routes.

DFDS was founded in 1866 and headquartered and listed in Copenhagen.

Be part of DFDS and be part of the movement.