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Rare opportunity to join a truly global market leader in the travel industry.
Manage local and remote resources to ensure end-to-end service delivery, service design and service support of services under your responsibility. Ensure our customers are satisfied in terms of service availability and quality. Ensure the team develops and maintains at a level to achieve or exceeds the department and division objectives. Drive continuous improvements in ITIL processes to ensure KPIs can be met and exceeded. Contribute to the overall team's work experience through application of engagement techniques. Ensure compliance of applications under your responsibility.
People management: Drive full set of people management activities. Lead, motivate, coach and develop team members - drive a culture of strong staff engagement. Manage team performance from an operational point of view according to Section, Department, Division and Company objectives ensuring continuous improvement. Effectively communicate with team members, peers and management. Provide expertise and guidance.
The ideal candidate to fill the position has strong people management experience and deep technical understanding of a Unix/Linux+Oracle based OLTP environment at the same time. The team of around 20 people distributed around the globe works closely together with the development organization that consists of several hundred people. The team covers the core disciplines that are needed to run the service: Application Management, Release Management, Database Administrators, System Administrators and a Capacity Planner.
The ideal candidate will either have or quickly gain a very good understanding of the full value chain beginning with the value our service brings to the customer, going back to what this means for the run and live evolution of the service which is the candidate’s responsibility, going finally back to the product design and development stage that the R&D organization is responsible for. The candidate should be capable of taking the full chain into account to ensure an effective run and evolution.
The candidate will in many occasions act as a facilitator for discussion and ensure that the right areas of improvement are addressed. However, the candidate also needs to be in a position to participate in technical discussions and keep an overview of the service landscape.
The candidate will have direct people management responsibility for the team of 20 people but will be functionally supported by local managers for coaching tasks or escalations outside of our own time zone.
The candidate will be based in west London; some business travel (around 20 days per year) is required.