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Global Development Manager - B2B Products ref: J356

Job Description: 

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.

Main Responsibilities:

  • 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.
  • Customers: Understand customers' (internal/external) needs and translate them into services. Run the services at or above agreed service levels.
  • Service design and automation: evolution of existing processes, tools, automation and technology stack, manage continuous improvement process and feedback loop back to R&D organisation. Provide scalable solutions for new business requirements. Define the requirements for achieving full automation of the management of the platform - Contribution to the automation under an open source framework.
  • Capacity planning: manage service specific capacity planning in coordination with involved organisation.
  • Reporting: participate in the definition of the service related KPIs and support its implementation. Participate in the definition of external / customer related SLA / KPIs and support its implementation. Monitor and provide data to internal customers.
  • Incident and problem management: support of incident management process. Execute problem management process.
  • Change / Release / Test management: manage change, release and test processes for the services and support ecosystem up to Production (PRD) sign off.
  • Infrastructure build: define the infrastructure requirements and sign off infrastructure delivery, based on the existing infrastructure and service catalogue as a support to Factory Operations.
  • Other: responsible for the implementations and compliance of the IT security policies. Preparation, Communication and follow-up of Product Plan Budget for department. Manage Stakeholder interfaces to support customer satisfaction. Drive technology initiatives to provide innovative, reliable and scalable solutions. Assess and propose new

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.

Job Location: 
Middlesex GB

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