Service Operations Manager - Cruise

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

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.