Professional
Full-time
_worldwide

For Group IT - TUI InfoTec GmbH we are seeking with immediate effect a: Head of Domain Customer Services (m/f/d)

The team champions the standardisation of software and processes across TUI's five source market airlines and partners closely with functions in different areas of the business to modernise the IT landscape in order to meet customer expectations in a challenging environment. As a member of the Aviation IT leadership team, you will lead a 6 person multi-national team, with members based in three European locations, each offering a mix of IT skills with strong backgrounds in business, operations and Aviation subject matter expertise.

As the Head of Domain Customer Services within the TUI Aviation IT organisation you will:
  • Lead the strategic direction of the team, owning the collation and presentation of all team data such as effort, trends, SLA adherence, performance and service to influence future support options
  • Ensure the appropriate processes and systems are in place to provide exceptional customer satisfaction, governance adherence, security adherence and alignment to Group IT policy
  • Responsible for a number of applications which includes owning the development, release and testing processes in collaboration with the other operational source markets
  • Day to day management of the team members, including but not limited to; performance management, recruitment, employee engagement and motivation
  • Supplier Management of the external partners providing the team members, includes but not limited to cost management, time sheet validation, service reviews and the management of warranty issues in conjunction with the project teams
  • Work with the markets and domains to review new IT requirements, deciding on best route for completion, funding and approval via the appropriate governance boards
  • Be responsible for customer satisfaction of all IT solutions within the domains remit, attending Service Reviews with business owners where required, ensuring any new requirements are understood and service reports are explained
  • Ensure that Service Level failures are investigated and work with internal teams and external service providers to improve and enhance the quality and continuing availability of the application services
  • Own and manage licensing and maintenance contracts in collaboration with TUI Aviations Supplier Management & Procurement team
  • Act as a point of contact for any escalations to and by senior stakeholders across the business
  • Manage and develop roadmaps and continually assess available technology options and solutions
  • Build and manage relationship with key stakeholders that include service desk managers, development managers, 3rd party providers, etc.
  • The alignment and continual improvement of business processes across all source markets
Please note: The location of the position is flexible.
  • Demonstrate similar experience in a similar position and size of company
  • Experience of reporting at a local and senior stakeholder level on service/team performance
  • Experience of working across borders and leading multi-cultural teams
  • Proven customer service and stakeholder management experience
  • Experience in managing application support contracts both from a service and financial perspective, understanding maintenance contracts and licence models where possible
  • Proven team management skills, particularly performance management and employee engagement
  • Proven experience of managing multi-disciplined and virtual application Support teams
  • Critical thinking and ability to continually challenge teams to strive for delivery of tangible benefits using appropriate metrics
  • Leadership and vision, with a keen interest in business needs regards applications and delivering best value
  • Ability to prioritise high workloads, both own and team tasks, across multi-disciplined teams
  • Ability to understand user requirements and influence decision making to ensure best outcome for the group
  • Excellent communication and presentation skills, fluent in English, further languages would be an advantage
  • Self-motivated, pro-active and flexible
  • Resiliency, collaboration and a 'can do, will do' attitude
  • Forward thinking with an emphasis on continuous improvement, to identify opportunities for efficiencies and where the team can add further value
  • Enthusiastic champion of applications support, continual improvement and excellent customer service
We encourage people with disabilities to apply.