Service Operations Lead — Incident & KPI Excellence

TUI; Luton; On-site; GBP 75,000 - 95,000; Full time

Job summary

TUI is seeking a Service Operations Manager to lead technology operations for Marella Cruises, ensuring seamless performance of infrastructure, software and applications on shore and at sea. You will own incident and problem management, coordinate across delivery teams, and drive service improvements across the organization.

You will review operational metrics, define SLAs, and collaborate with SMEs and stakeholders to ensure end-user satisfaction while traveling to support operations and gain

Qualifications

• Experience building and developing Service Operations functions.
• Track record in incident, change and problem management within an Agile context.
• Excellent communication with senior tech and business stakeholders.

Responsibilities

• Manage technology operations across the cruise business, ensuring infrastructure, software and apps run smoothly onshore and onboard.
• Own incident and problem management, issue timely updates to stakeholders, enable delivery teams to resolve issues, including out-of-hours support for major incidents.
• Review and report on operational performance, SLAs and KPIs, promoting a service culture and continuous improvement.
• Define operational SLAs and KPIs for all services, design and implement service models for new products and transitions.
• Maintain understanding of the application landscape and engage SMEs and tech stakeholders to support incident response.
• Travel for on-site operations support and to experience the cruise product first-hand.

Skills

Service operations leadership

Incident management

Problem management

Change management

KPI/SLAs

Stakeholder communication

Agile experience

Education

ITIL certification

Tools

Job description

TUI is seeking a Service Operations Manager to lead technology operations for Marella Cruises, ensuring seamless performance of infrastructure, software and applications on shore and at sea. You will own incident and problem management, coordinate across delivery teams, and drive service improvements across the organization.

You will review operational metrics, define SLAs, and collaborate with SMEs and stakeholders to ensure end-user satisfaction while traveling to support operations and gain