Manager, IT Service

Holland America Line Inc; Southampton; Hybrid; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Employee Discounted Cruising

Annual bonus

Learning and development opportunities

Pension scheme

Private medical and dental insurance

Job summary

Carnival UK seeks a Manager, IT Service to lead the performance, stability and experience of our IT services across Fleet and Shore. You will coordinate cross-functional teams, vendors and engineers to ensure reliable operations and cost-effectiveness.

This role offers hybrid working with up to two days from home and a dynamic, inclusive environment. You will drive service improvements, manage incidents, and align IT services with business priorities in a maritime-focused organization.

Qualifications

• ITIL-based service management experience required.
• Experience owning service performance across operations and vendor teams.
• Strong communication skills with ability to influence senior stakeholders.

Responsibilities

• Own the performance, stability and experience of assigned IT services across Fleet and Shore.
• Coordinate operational support, engineering and vendor teams to maintain service reliability and cost-effectiveness.
• Monitor service performance, analyse trends and lead continuous improvement to reduce issues.
• Support service design, transition and major incident activity, ensuring readiness and improvements.

Skills

ITIL Foundation

Service management

Stakeholder engagement

Vendor coordination

Service reporting & analysis

Job description

In our pursuit of excellence within our technology department here at Carnival UK, we're seeking individuals who bring a wealth of technical knowledge and expertise to our Manager, IT Service. At our core, we believe in the strength of a diverse and skilled team to drive our business forward. Your skills and qualifications are valuable to us.

Key Responsibilities

• Own the performance, stability and experience of assigned IT services across Fleet and Shore, ensuring continued alignment with business priorities.
• Coordinate operational support, engineering and vendor teams to maintain service reliability, resilience and cost-effectiveness.
• Monitor service performance, analyse trends and lead continuous improvement activity to reduce recurring issues and operational inefficiencies.
• Support service design, transition and major incident activity, ensuring operational readiness and lasting improvements.

Position Requirements

Our ideal candidates are those who possess not only the technical skills required for the role but also a passion for technology and a keen eye for detail.

• Practical experience applying ITIL-based service management, supported by an ITIL Foundation certification.
• Experience owning service performance and coordinating activity across operational, engineering and vendor teams.
• Strong stakeholder engagement and communication skills, with the ability to influence senior stakeholders.
• Experience analysing service reporting, supporting service transition and driving measurable improvements.
• Previous experience working within a maritime or similarly complex, operational environment would be advantageous.

About You

You are someone who thrives in a collaborative environment yet can work with a high degree of accuracy and accountability. Your qualifications in technology are just the start; we're looking for a team member who is eager to learn, grow, and contribute to our collective success.

• A proactive problem-solver who can analyse recurring issues and implement structured improvement plans.
• A confident communicator who builds trusted relationships and manages stakeholder expectations effectively.
• A collaborative professional who balances service experience, performance, cost and operational risk.
• An accountable and improvement-focused individual who promotes transparency, shared ownership and efficient ways of working.

Why Join Us?

Positioned within our internal structure from CUK15 (entry level) to CUK1 (Brand President), this role is classified as a CUK07, offered as a full-time position, on a permanent basis, with hybrid working including up to two days from home. We offer a dynamic and inclusive workplace where your work makes a real impact. Beyond salaries and benefits, here’s what we offer:

• Employee Discounted Cruising plus Friends and Family offers
• Annual bonus
• A friendly welcome with help settling in
• Regular office events including live entertainment, lifestyle events and charity partner fundraisers
• Extensive learning and development opportunities
• Minimum 25 days leave, bank holiday allowance and holiday trading scheme
• Employee-led networks
• Employee Assistance and Wellbeing programmes
• Recognition scheme with prizes and awards
• Contributory Defined Contribution Pension scheme
• Company paid private medical and dental insurance and health assessment
• In-house Occupational Health help and access to digital GP
• Life Assurance
• Parental and adoption leave
• Employee Shares Plan
• Electric Car and Cycle to Work schemes
• Onsite restaurant offering range of healthy cooked and grab and go meals
• Discounted retail and leisure via discounts portal

Recruitment Journey

For more information on your recruitment journey, please visit our Candidate Journey Map.

Any offer of employment for this role will be conditional upon the satisfactory completion of a Basic DBS check. A criminal record will not automatically bar you from employment; any information disclosed will be considered fairly and proportionately in light of the responsibilities of the role.