Technical Operations Manager – ITOT (PO)

A product owner in IT/OT Infrastructure & Platforms represents the product and services associated to it both in production and under development. This includes but is not limited to the ownership and management of all operational activities (including incidents, service requests, change requests), technical product roadmap development, consultation and implementation of new demand initiatives, capacity planning and key stakeholder engagement.

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

• Network management, switching and routing
• Broadband and satellite services
• Wireless and wired networks
• Firewall management
• On-board operational technology (OT) including fleet CCTV, DECT telephone systems
• Automation (Infrastructure as Code)
• Data Centre on-prem and Cloud Services
• Non-commercial applications
• Hospitality platforms (including Oracle Fidelio Suite)
• On-board entertainment and AV systems
• Collaboration tools
• End user hardware

The Technical Operations Manager will prioritise availability and performance of all technical services listed above that underpin business processes at land at sea. Where services are outsourced, effective operational working relationships with partners will be developed. 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.

As our business operates in multiple regions globally 24x7x365, there is an on-call element to the role to ensure major incidents impacting business critical systems are managed and resolved in a timely way.

Key Responsibilities:

• Service: driving high performance and availability, managing operational activities and increasing user satisfaction
• Product: developing the technical roadmap 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​

Knowledge & Skills:

• Broad knowledge of technical disciplines listed above with deep technical expertise in the areas of networking and communication systems (CCNA minimum) and infrastructure management (Windows server, Azure, IaaC, monitoring systems, end user compute)
• Knowledge of non-commercial, business applications (Oracle, M365 etc)
• Degree educated with at least 3 years of hands on technical leadership
• Great communicator – written and verbal
• Background in supporting IT systems for hospitality, travel, retail sector
• Engaging and motivating leader, able to achieve results and drive solutions from a technical team

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.