Service Operations Manager - Cruise

TUI; Greater London; On-site; GBP 60,000 - 80,000; Full time

Job summary

Marella Cruises seeks a Service Operations Manager to lead technology operations across onshore and onboard environments. You will coordinate all teams, own incident and problem management, and communicate updates to stakeholders to ensure reliable services.

You will champion a culture of service excellence, define operational SLAs/KPIs, and design service models for new products while staying connected with SMEs and business stakeholders.

Qualifications

• Experience driving service operations in an agile environment.
• Proven ability to lead incident, problem and change processes.
• Strong stakeholder communication and collaboration skills.

Responsibilities

• Lead technology operations for Marella Cruises, coordinating multiple teams and capabilities.
• Own incident response and problem management, including out-of-hours support for major incidents.
• Review and report on operational performance, SLAs and KPIs to drive service improvements.

Skills

Incident management

Problem management

Change management

Stakeholder management

KPIs & SLAs

Communication skills

Education

ITIL certification

Job description

Join us as a Service Operations Manager and be the heartbeat of Marella Cruises' technology operations, keeping our systems running smoothly both onshore and onboard whilst driving a culture of service excellence.

The role will be published until September 15th.

About The Job

• You'll manage technology operations for Marella Cruises, coordinating all teams and capabilities to keep our infrastructure, software, and applications running smoothly across the cruise business.


• Taking ownership of incident and problem management, you'll issue timely communications to stakeholders whilst enabling delivery teams to maintain full ownership of resolution, including out-of-hours support for major incidents when needed.


• Working closely with stakeholders, you'll review and report on operational performance, SLAs and KPIs, championing a service culture focused on continuous improvement and end user satisfaction.


• You'll support the definition of operational SLAs and KPIs for all services, as well as design and implement service models for new products, including transition activities.


• Maintaining a solid understanding of the application landscape and business functionality, you'll stay well connected with key SMEs and technology stakeholders to support incident response.


• There'll be some travel involved to support operations and experience our amazing cruise product first-hand.

About You

• Solid experience building and developing Service Operations functions with a demonstrated track record in problem, change and incident management within an agile context.


• You hold ITIL certification or have equivalent service management experience.


• With excellent communication skills, you've successfully engaged senior technology and business stakeholders throughout your career.


• You're passionate about service excellence and continuous improvement, always putting customers, colleagues and the business at the centre of everything.


• You have experience establishing and maintaining KPIs/SLAs across multiple teams, along with effective problem-solving skills and a collaborative approach.

From a workplace to a place to belong. At TUI we embrace diversity, equity, and inclusion, encouraging everyone to come as you are, because together, our potential is limitless.

We are committed to supporting candidates with disabilities and impairments so if you require any support, please do let us know.