Regional Operations Service Manager

2 weeks ago

Montvale, New Jersey, United States Product and Technology Full time
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Job no: 522829

Brand: Product and Technology

Work type: Full time

Location: New Jersey

Categories: Information & Technology

About Flight Centre Travel Group

Flight Centre Travel Group (FCTG) stands as one of the globe's largest travel retailers and corporate travel management entities. Headquartered in Brisbane, Australia, the company operates leisure and corporate travel businesses across 23 countries, including regions in Australia, New Zealand, the Americas, Europe, the United Kingdom, South Africa, the United Arab Emirates, and Asia.

FCTG also boasts a worldwide corporate travel management network that spans over 90 countries through both company-owned operations and independent licensees. Established in 1982 with its first leisure travel shop in Sydney, Australia, the company became publicly listed on the Australian Securities Exchange in 1995. Our mission is to 'open up the world for those who wish to explore.' Each day, we provide individuals worldwide the chance to experience the wonders of travel.


About The Opportunity

The Regional Service Operations Leader plays a pivotal role in customer-facing Enterprise Technology Services (ETS) leadership, collaborating with key business stakeholders in the region to enhance customer experience and satisfaction.

This position requires a comprehensive understanding of ETS services and the associated Service Level Agreements (SLAs) in the region, ensuring the maximization of service adoption, optimization, and innovation through collaboration with local business stakeholders and the ETS Global Product Delivery teams.


Key Responsibilities
  • Serve as the primary local contact for all IT-related matters, including incidents, service requests, consultations, and project inquiries, directing these to the appropriate ETS product teams.
  • Represent regional services and ensure compliance with SLAs.
  • Collaborate with Product Owners and Service Operations teams across ETS to identify and implement service improvements.
  • Maintain positive relationships with key business customers in the region.
  • Act as a first-level contact for consultations and project requests, redirecting inquiries to the relevant product team members.
  • Ensure all incidents and service requests are logged in the ITSM tool for tracking and resolution.
  • Support the execution of all ITIL processes within the region.
  • Be accountable for the resolution of tickets according to agreed SLAs.
  • Act as an escalation point for regional tickets.
  • Ensure adherence to global ETS Standard Operating Procedures.
  • Provide leadership to the Regional Service Operations Level 2 and Level 3 Team Leaders.
  • Promote ETS services to the customer base.
  • Ensure successful execution of local initiatives within the region.
  • Support the implementation of Global Product Team initiatives.
  • Report regional performance metrics to the ETS Leadership team.
  • Engage with Local SWOT teams and key stakeholders.
  • Act as a community leader for all communications and pastoral care activities within the local market.

Experience & Qualifications

While a formal tertiary qualification is advantageous, it is not mandatory. A minimum of five years' experience in a similar role is essential, with a preference for experience in a commercial business environment. A broad understanding of Flight Centre's complete technology offerings is required, along with specific knowledge of Hardware and PC Support and the Standard Operating Environment (SOE).

Strong communication and customer service skills are crucial, along with the ability to network and maintain relationships with other support teams. Experience in the travel industry is desirable.


Work Perks - What's in it for you:

FCTG is recognized globally for its exceptional perks and outstanding culture. We believe our people are our most valuable asset, and it is their passion and dedication that keep us at the forefront of the industry. We offer a range of employee benefits and perks that go beyond the ordinary.

  • Enjoy the flexibility of a hybrid work structure that combines remote and in-person work.
  • Participate in fun activities and celebrations, including regular Buzz Nights and the annual Global Gathering.
  • Utilize your skills and expertise to solve challenges effectively.
  • Embrace a love for travel, a core value instilled by our founders.
  • Build personal connections in a large business founded on relationships.

Diversity, Equity & Inclusion

We are committed to fostering a diverse and inclusive workplace that reflects the diversity of our society. Our initiatives include:

  • Paid leave for observing holidays or cultural celebrations of your choice.
  • Employee Resource Groups focused on Racial Equity, Gender Equity, LGBTQ2IA+, Accessibility, and Environmental Justice.
  • Regular equity assessments and inclusive recruitment protocols.

A career, not just a job:

We provide genuine opportunities for growth and development, supporting every employee in their professional and personal journey.


Giving Back:

We proudly support charitable initiatives through volunteering and fundraising, with many of our offices being Leadership in Energy and Environmental Design (LEED) Gold certified.


Benefits Include:
  • Paid Time Off: Up to 15 vacation days accrued per year, increasing with tenure.
  • 5 sick days and 3 personal days annually.
  • Travel perks and discounts.
  • Comprehensive health benefits, including medical, dental, and vision care.
  • 401k program with partial match.
  • Global career opportunities across a network of brands and businesses.

Our Philosophy

At Flight Centre Travel Group USA, we prioritize respect, dignity, and opportunity for all employees, fostering an inclusive and supportive workplace.

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