Service Operations Manager - Cruise

TUI Group; Greater London; On-site; GBP 65,000 - 95,000; Full time

Job summary

Marella Cruises is seeking a Service Operations Manager to lead technology operations onshore and onboard, ensuring our infrastructure, software and apps run smoothly while driving service excellence.

You will own incident, problem and change management, report on KPIs and SLAs, and help design service models for new products. Collaboration with SMEs and stakeholders across the business is essential, with some travel involved.

Qualifications

• Experience leading service operations, with strong incident, change and problem management within an agile setting.
• ITIL certification or equivalent service-management experience is preferred.
• Excellent communication with senior technology and business stakeholders.

Responsibilities

• Manage technology operations for Marella Cruises, coordinating teams to keep infrastructure, software and applications running smoothly onshore and onboard.
• Own incident and problem management, communicating promptly to stakeholders and enabling delivery teams to resolve issues, including out-of-hours support for major incidents.
• Review operational performance, SLAs and KPIs, and foster a culture of continuous improvement and end-user satisfaction.
• Support definition of operational SLAs and KPIs for all services; design and implement service models for new products and transitions.
• Maintain understanding of the application landscape and stay connected with SMEs and tech stakeholders to support incident response.
• Some travel required to support operations and experience the cruise product firsthand.

Skills

Incident management

Problem management

Change management

ITIL certification

Stakeholder communication

KPIs & SLAs

Agile context

Service operations build

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.
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