Carnival UK

Technology Service Centre Manager

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Job ID 4681 Date posted 23/09/2022 Date closes 29/09/2022 City SOUTHAMPTON State HAMPSHIRE Country United Kingdom Job Type Full Time

Job Description


Carnival UK is back sailing the world, and we now have two brand new ships joining our fleet! This means that our business is expanding to allow us to continue creating unforgettable holiday happiness for our guests, and today we are recruiting for a Technology Service Centre Manager to join our Technology department on a permanent basis.

Technology is part of Carnival UK’s Shared Services team and they work with colleagues ashore, alongside colleagues and guests on board P&O Cruises and Cunard ships. This includes things like ensuring our on-board applications and infrastructure enable a fantastic guest experience, to leading on shoreside tools and technologies. A fantastic opportunity has arisen to join as a Technology Service Centre Manager.  

The Technology Service Centre Manager is an integral part of Carnival UK’s (CUK) Service approach, central to developing a culture of enhanced customer service and delivery through defined and improving processes, across our Technology function. 

The role is accountable for our Service Desk and Second Line teams – managing and executing Incident and Problem Management processes, Request Fulfilment and delivery of technology to our project and programme portfolios. 

The role is a key member of the Technology Management Team providing leadership and promoting an inclusive, high performing, continuous improvement, and service focused culture across the Technology function.

The Role

  • Develop a people-oriented culture with an emphasis on quality, inclusion, key skills development and retention.  Lead and develop a high performing team through clear vision, coaching and support.
  • Accountable for the execution of end user enabling processes across the CUK Technology function.  Specifically in ownership and execution of the Incident Management process: receipt, classification, communication, triage and ultimately resolution of incidents which affect our ship and shore-based colleagues and customers.
  • Accountable for the execution of the Request Fulfilment process, specifically the delivery of standard products and services within SLA, working with Technology teams and 3rd parties to achieve this.
  • Working in conjunction with other members of the management team to create, mature, execute and embed new ITIL processes across CUK Technology ensuring alignment and integration with other brands where the support and efficient running of technology services require this.
  • Accountable for the identification of service KPIs and implementation of process measurements to track progress against these. Responsible for presenting a monthly reporting pack to the CUK Technology senior management team
  • Identify and drive forward automation initiatives to enable self-service for end users and reduce manual operational and procedural tasks. This is to enable the Service Desk to increase % first-time fix and take on standard repeatable tasks from other operational resolving teams, creating capacity in the CUK Technology 2nd and 3rd line resource pool.

For at least two days a week, you’ll be based out of our fantastic offices in the heart of Southampton, less than two hours from central London. In our hybrid working environment, you can also expect to balance this with time spent working remotely every week.

About You

  • Experienced in applying Service Management principles in a complex environment
  • Previous experience in people/line management and successful delivery of a business focused Service Desk or end-user facing Service team
  • Experience of delivering ITIL processes in a mixed environment of internal and external service providers
  • Experience of delivering under pressure and meeting deadlines
  • Experience of Service Management toolsets, their implementation, design and usage
  • Ideally you will also be ITIL qualified and have experience of integrating ITIL aligned processes which target business value and technology enablement in equal measure

To view the full job description, click here.

The Benefits

At Carnival UK we are passionate about our people. Working together to inspire and empower one another to be enthusiastic and bold in the decisions we make is essential to our culture. We also believe in rewarding our colleagues for the fantastic hard work they do.

As a Carnival UK colleague you can enjoy a range of benefits including:

  • Annual discounted cruise with Cunard or P&O Cruises plus late availability offers
  • Minimum 25 days of holidays and option for holiday trading
  • Contributory Defined Contribution Pension scheme
  • Company paid Health Cash Plan
  • Company paid Health Assessment
  • Employee Shares Plan
  • Electric Car scheme
  • Life Assurance
  • Cycle to work
  • Access to digital GP
  • Opportunity to join employee led networks
  • Extensive learning and development opportunities
  • Employee assistance programme
  • Shopping discounts portal

We are based out of a fantastic working environment in the heart of Southampton and offer a fun vibrant culture to be a part of.

At Carnival UK we are passionate about our people. Working together to inspire and empower one another to be enthusiastic and bold in the decisions we make is essential to our culture. We also believe in rewarding our colleagues for the fantastic hard work they do.

This role has been levelled at a CUK07


About Us

Carnival UK is the operating company for P&O Cruises & Cunard. We provide world class cruise holidays and take enormous pride in our service excellence, creeating unforgettable holiday happiness. We're looking for talented colleagues who will share our commitment to this purpose and to our global Cutlture Essentials Speak Up, Respect and Protect, Improve, Communicate, Listen & Learn and Empower.
Working with us means you'll be part of a tight-knit but truly diverse global team of passionate people. You'll be supported to drive your development, from formal learning to the life lessons of worldwide travel. We believe in inclusion and the power of diversity, so you'll be encouraged to bring your unique perspectives and experiences, and help us understand what you need to do your best work. We recognise the value in having people with a variety of backgrounds, experience and skills in our business. That means the role requirements here should be seen as a guide, not a checklist. If you have more, less or different experiences, but really relevant skills, we'd love to hear from you. We work flexibly and will support you to find a healthy balance of remote working and time in our fantastic office collaborating, taking part in events and developing the social connections that make working with us so rewarding. We welcome the opportunity to discuss reduced hours and job share arrangements.
If this role requires you to visit and/or work on a Carnival UK ship, the successful candidate needs to be fully vaccinated (with a WHO or MHRA approved two-dose COVID-19 vaccination course or single-dose Janssen COVID-19 vaccine), including any relevant booster vaccinations. This is to maintain a safe environment onboard and reduce the risk of outbreaks, to protect our crew and our Guests. It's also required for ships to dock and enjoy shoreside visits in many Ports of Call on global itineraries. This requirement will be under regular review.


About the Team

As part of our Shared Service function, our Technology teams enable us to take our guests all over the world on our ships as well as supporting our colleagues at Carnival House and other locations globally. This encompasses everything from the design and build of new ships, to guests booking their holidays through our websites and contact centre, to ensuring that on-board applications and underlying infrastructure enable a fantastic guest experience and everything in between. Our teams manage all the tools and technologies that our shore side teams need to operate effectively and they collaborate regularly with colleagues in our North American and European sister brands across the Corporation. Technology draws on a diverse mix of skills across Architecture, Strategy & Digital, Infrastructure & Operations, Information Security, Compliance & Risk, Portfolio Management, Planning and Governance. 
Join us on our journey - apply now.

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