Service Operations Manager - Incident & KPI Excellence

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

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.