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ITIL Operations Manager – ITOT (PO)

A bit about the role:
Overview:

The ITIL Operations Manager takes responsibility for the IT Services provided to the business by the ITOT department, ensuring that they are delivered efficiently to meet business needs. Effective processes should be in place to support delivery of those services and the role is responsible for ensuring these are followed by technical teams both at land and at sea. Where services are outsourced, productive operational working relationships with partners will be developed. As a product owner, the role has responsibility for service desk, incident, problem, and change management. Major Incident Management is also owned by the ITIL Operations Manager and as our business operates in multiple regions globally 24x7x365, there is a rotational on-call element to the role to ensure major incidents impacting business critical systems are managed and resolved in a timely way. User and guest experience shall be a key focus for the role, as will the development of a healthy, productive, proactive team culture that aligns to the HX Spirit and is able to support business growth.

This is a broad, process leadership role with responsibility for the following disciplines:

  • Service Desk – managing a small team providing IT support to HX users at land and at sea focused on minimising service disruption and responding to new service requests.
  • Incident Management – monitoring and managing the lifecycle of all incidents across the department to restore service as quickly as possible
  • Problem Management – aims to prevent repeat incidents through effective RCA production and follow up with technical teams
  • Change Management - oversees the implementation of changes to ITOT systems, such as upgrades, patches or deployments. Assessing the impact of changes, supports with stakeholder communications and minimizing disruption to business operations.​
  • Vendor engagement: Responsible for building strong relationships with vendor operational teams to ensure the delivery of vendor-based IT services according to service level agreements (SLAs).
  • Continuous improvement: Help identify issues proactively, track system performance & efficiency, identify bottlenecks or failures and initiate actions to resolve.
  • Act as Major incident Lead across IT/OT on rotation (on-call)​

Key Responsibilities:

  • Service: driving high performance and availability, managing operational activities and increasing user satisfaction
  • Product: developing the standard processes the department needs for effective operations and delivering on key initiatives
  • People: developing a high performing team and positive working environment​
  • Process: focusing on effectiveness and simplicity and a reduction in manual overhead ​
  • Governance: ensuring compliance with all relevant regulations, standards and policies (corporate, security, GDPR, PCI etc.)
  • Engagement: developing solid working relationships with partners, colleagues and key stakeholders​

Skills & Requirements

About you:
Knowledge & Skills:

  • Broad knowledge of ITIL processes with ITSM experience essential and ITIL certification desirable.
  • Degree educated with at least 3 years operational management in an IT environment.
  • Background in successfully delivering IT services for hospitality, travel, retail sector.
  • Knowledge of business and hospitality applications (M365, Jira, Sharepoint, Oracle, TM Master, POS etc)
  • Great communicator – written and verbal, able to converse with stakeholders at all levels in the organisation.
  • Engaging and motivating leader, able to achieve results and drive solutions from technical teams.

Key Personal Attributes/Behavioural Competencies:

  • Self-driven and independent, yet with a will to ask and understand
  • Relationship building & influencing skills with high sense of awareness (EQ)
  • Curious and dedicated, focused on delivering business outcomes
  • Effective & confident communication skills – able to succeed in a diverse organisation
  • Ambitious and thrives in a high-paced, international, changing work environment.
  • Problem Solving Skills with an ability to adapt and bring solutions to the table.
  • Customer Service oriented: delivering results and meeting customer expectations.

You will get:

  • To be part of a dynamic and dedicated team, with highly skilled colleagues.
  • Opportunities to work on a global level, with senior management.
  • Excellent growth opportunities and the ability to impact with velocity.

Great Place to Work

  • Passionate Explorers - We are proud of our history and are driven to create more.

    Passionate Explorers - We are proud of our history and are driven to create more.

  • ‘Can-Do’ Mindset - We jump-in and proactively contribute to the greater good.

    ‘Can-Do’ Mindset - We jump-in and proactively contribute to the greater good.

  • Supportive and Collaborative Teams - We are curious and generous with our knowledge. We Trust.

    Supportive and Collaborative Teams - We are curious and generous with our knowledge. We Trust.

  • Genuine Interactions - We want all people to be their true selves.

    Genuine Interactions - We want all people to be their true selves.

  • Humble Leadership - We have a short distance between leaders and teams.

    Humble Leadership - We have a short distance between leaders and teams.

About the company

Since 1896, HX have championed sustainability in the expedition cruise sector. From launching the world’s first battery-hybrid expedition cruise ships to banishing heavy fuel oil and single use plastics from our fleet. We are at the forefront of driving sustainable practices in expedition cruises that prioritise greener travel.

For nearly 130 years we have been committed to continuously improving what we do for our guests but also for the people we work with.

We are a group of explorers who want to seek out the very best journeys for our guests but also for ourselves. We take our guests on big life-changing adventures, from the stunning wilderness of the Arctic to the incredible creatures on the Galápagos Islands all on our purpose-built expedition ships. Our HX fleet explore hundreds of destinations in over 30 countries across 5 continents.

Our ambition is strong and lofty – we want to become the number one sustainable expedition brand in the world. But we recognise we need passionate explorers, with can-do mindsets, humble leadership skills which bring people together for genuine interactions in a supportive and collaborative way.

As a newly branded company built on a 130-years heritage, HX is at an exciting new chapter and as we embark on this new journey, we believe your skills and passion could thrive. We are looking for talented explorers who want to join us on our exciting expedition to growth and success. This could include travelling and working in amazing HX hubs both on sea and land. From our impressive new Headquarters in London to our state-of-the-art Customer Service Centre just opened in Prague as well as various offices across Europe, the US and APAC.

One thing you’ll find whether on sea or land is a group of people, all connected with the same mindset and purpose - we want to explore more, champion sustainability and become the world’s very best expedition cruise operator.

Louise Mackinlay | Contact Person

I'm interested
HX Expeditions

Prague | Hybrid
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