Position: Service Operations Manager
Company: Nortal
Experience required: 5y
English level: upper

Nortal is looking for an experienced Service Operations Manager for long term and full-time employment!

About our client
Our client, TUI, is a global business with over 70 000 people on board, great history and challenging plans for building a digital future. TUI is the largest leisure, travel and tourism company globally, and it owns travel agencies, hotels, airlines, cruise ships and retail shops.

About the project
We’re looking for a skilled and experienced Service Operations Manager to ensure that the quality of IT services meets the needs of our client’s business, taking accountability for ensuring platform/service stability and rapid incident response and for continuous improvement in the overall operational maturity.

Mission
Managing major incidents in your Domain, including coordination of all teams and capabilities required to resolve the incident
Provide 24/7 service and support of our infrastructure, software and applications across the Domain
Collaborate closely with other Service Operations Managers across TUI to coordinate cross-domain incident response
Working collaboratively with your colleagues in the Service Operations Management community within and across domains and with stakeholders in the wider business to cover each other and continuously raise the maturity and efficiency of inter-domain service operations capabilities
Work closely with all stakeholders to review and report on operational performance, SLAs and KPIs
In collaboration with the SRE and DevSecOps community, you will contribute to the operational management strategy for services within and across domains, leading (where applicable) strategic initiatives and embedding a culture of continuous improvement
Enable and champion a service culture that includes on-going service improvements relating to quality and end user satisfaction
Support the definition and agreement of operational SLAs and KPIs for all services within domains as well as the design and implementation of service models for new services and products, including transition activities
Have a solid technical understanding of the application landscape, the corresponding business functionality and data flows in your remit
Be well connected with key SMEs, teams and technology stakeholders to be able to maintain awareness of key changes originating from the domains’ delivery teams and to assist during incident response as required
Requirements
Experience of building and developing an existing Service Operations function
ITILv4 or equivalent service management experience at scale
Strong communication skills with a proven track record of engaging senior technology and business stakeholders
Strong experience in problem, change and incident management in an agile context
Familiarity with ITIL Application Support (specifically Service Life Cycle) and experience of implementing these principles in product specific support
Understanding of / experience with DevSecOps ways of working and SRE practices
Aspiring to a culture of service excellence: always putting the customer, our colleagues and our business at the centre of everything
Experience of establishing, implementing and maintaining KPIs/ SLAs across multiple teams
Experience quantifying and analysing performance of operational and incident management processes and data
Hands on experience delivering/supporting enterprise-scale digital cloud services
Experience implementing and improving processes and procedures
Strong problem-solving skills coupled with good collaboration
Upper-intermediate or higher level of spoken and written English