Web Operations Manager

175 years ago, our founder Thomas Cook began this company with a vision to ‘broaden the mind of others and break down the partition walls of prejudice.'

Once describing himself as ‘the willing and devoted servant of the travelling public,’ Thomas Cook was a true pioneer of the travel industry, opening up a world of new destinations and new travel experiences to everyone. By obtaining the best services and prices for his customers, he laid the foundations of the company that still bears his name today.

Thomas Cook is now one of the world’s leading leisure travel groups, supported by around 22,000 colleagues and operating from 15 countries.

Our vision today remains true to Thomas Cook’s ambitions - to be the world’s most loved holiday company.

Job title: Web Operations Lead

Job purpose: Lead the Web Operations to oversee and ensure that third party suppliers deliver day to day campus operations to end users, in accordance with the contracted services and SLAs. Responsible for ensuring that all technical functions are fully operational and are delivered to meet or exceed the contracted service agreement. 

Key accountabilities and decision ownership:

• Accountable for third party suppliers and their delivery of day to day web operations to end users, ensure that these are in accordance with the contracted services and SLAs
• Ensure all Level 1 sites are performing within expectations and targets (from an IT perspective)
• Increase uptime of all Level 1 sites (minimise downtime including maintenance)
• Maintain a service catalogue of all Thomas Cook Group websites that includes:
• Maintain compliant and secure hosting environments
• Able to quickly and efficiently resolve service issues with suppliers and third parties. Where required expedite them in a timely manner with relevant supporting evidence and proposed action plan to address the issues
• Ensure continuous improvement with providers through the monitoring of systems, programs, and equipment performance
• Responsible for the timely processing of required documentation for vendor work flows
• Coordinate and provide input into the Quarterly and Monthly Service Review with vendors, highlighting issues and opportunities for improvement
• Maintain a suitably sized domain portfolio

Skills, know-how and experience:

Must have:

• Proven experience of leading, motivating and developing a high performing team based at multiple locations
• Demonstrate prior experience in leading the execution and management of suppliers and third parties
• Able to translate complex concepts into easily understood principals
• Attention to detail and quality with the ability to analyse and deliver large amounts of data with evidence to form meaningful conclusions
• Proven track record of ensuring that IT technology standards and best practices are maintained across the entire IT estate
• In-depth understanding of the supplier base
• Experience in negotiation / conflict resolution
•  To have some experience in PHP, JavaScript, Ruby, Java. MongoDB, PostgreSQL, MySQ,  Frameworks

Preferred:

• Deep understanding of ITIL support processes
• Demonstrate the ability to keep calm under pressure
• Technical / professional qualifications:
• ITIL Qualified
• MCSE (preferred)

Key performance indicators:

• All IT services achieve or exceed their service level expectations
• All activities run according to agreed scheduled and operational schemas
• All documentation and standards remain current and aligned to technology strategies.

Life at Thomas Cook is fast-paced and full of opportunities. We’re a leading international travel company that believes in empowering our people, so when you join us, you’ll be given the chance to create, learn and innovate. You’ll also be given the support and training you need to develop your career in the direction you choose.

As you might expect, our holiday benefits are something special. We’ll give you an allowance towards your holiday every year, depending on how long you’ve been with us.  There are also special last minute employee deals, which give you the opportunity to pick up a holiday at an outstanding price. Working for Thomas Cook, you can travel the world for less.

We also offer a flexible benefits package that gives you a range of options to ensure your benefits match your lifestyle.