Job Details
Salary: Competitive
Hours: Full Time, 37.5 hours
Location: ATL Wing Office, hybrid 3 days a week in the office
Closing Date: 3rd June 2025
At Virgin Atlantic Airways, we believe that everyone can take on the world, and it's our vision to become the most loved travel company. As we embark on this next exciting stage of our journey, we’re harnessing our spirit of entrepreneurship and innovation to challenge the status quo.
In a nutshell
Virgin Atlantic is seeking a skilled and proactive leader to oversee the delivery of technology services across the US, Caribbean, and Canada. The Americas Technology Service & Operation Manager is pivotal in ensuring operational excellence and an exceptional customer experience through the management of three key functions: Service Management, Major Incident Management, and Problem Management.
The successful candidate will maintain robust processes for managing major incidents and preventing recurrence, including participation in a 24/7 on-call schedule with internal teams and partners. They will also play a key role in defining and continuously improving service management frameworks, ensuring alignment with business goals while driving efficiency, resilience, and service excellence.
Day to day
Some of your key responsibilities as an Americas Technology Service & Operation Manager will be:
- Serve as the primary technology service liaison for all customer interactions, ensuring communication aligns with the Virgin Atlantic brand and tone of voice, and that appropriate channels are used effectively.
- Manage stakeholder communications during Elevated Incidents and Critical Incidents (24x7), ensuring timely, clear, and accurate updates.
- Delivering IT Service Management (ITSM) processes—including Incident, Problem, Change, Request, Transition, and Continual Service Improvement —ensuring they are aligned to the business requirement driving efficiency, effectiveness, and continuous improvement.
- Working with key stakeholders feed into Technology Service Improvement Plan (SIP), prioritising initiatives, addressing risks and issues, and maximising value for the business.
- Provide insightful analysis and interpretation of technology performance metrics, collaborating with internal teams and external suppliers to identify problem areas, determine root causes, and drive continuous improvements.
- Oversee third-party service providers and technology vendors, ensuring contractual obligations, performance metrics, and service levels are met through real time reporting or dashboards.
- Drive compliance with internal governance and audit requirements, ensuring technology services align with business policies and best practices
About you
We are looking for candidates who have a strong track record of delivering high-quality service in outsourced environments. We’d also love for our successful Americas Technology Service and Operations Manager to demonstrate the following:
- ITIL v3 or above Managing Professional certification, or equivalent qualification in service management.
- Demonstrable experience delivering exceptional service within an outsourced operating model, ensuring consistent high performance and service quality.
- Proven ability to translate complex technical issues into clear, concise, and meaningful information for both technical and non-technical stakeholders.
- Strong customer focus, with the ability to identify customer needs, advocate for their requirements, and implement impactful service improvements.
- Deep expertise in Service Management Framework principles and processes, with the ability to apply them effectively in both operational and delivery contexts.
- Must have the right to live and work in the US.
If this sounds like you, we would love to hear from you!
Internal info
Hiring manager: Shaun YazdanpanahGlobal grade: D
Our recipe for leadership
At Virgin Atlantic, our leaders empower teams to thrive through collaboration, innovation, and excellence. Explore our Leadership Recipe and discover the 20 core ingredients that define what it means to lead with us, driving our mission to be the most loved travel company and achieve sustainable profit. Want to learn more? Click here
Be yourself
Virgin offers comprehensive benefits packages to meet the needs and wellbeing of our employees and their families. For eligible U.S. based employees, our benefits include medical, dental and vision coverage for employees and eligible dependents, short- and long-term disability, holidays, paid personal time off, non-revenue travel privileges, 401(k), and much more.
Our customers come from all walks of life and so do our colleagues. That’s why we’re proud to be an equal opportunity employer and actively encourage applications from all backgrounds. At Virgin Atlantic, we believe everyone can take on the world - no matter your age, gender, gender identity, gender expression, ethnicity, sexual orientation, disabilities, religion, or beliefs. We celebrate difference and everything that makes our colleagues unique by upholding an inclusive environment in which we can all thrive. So that everyone at Virgin Atlantic can be themselves and know they belong.
To make your journey with us accessible and individual to you, we encourage you to let us know if you’d like a little extra help with your application, or if you have any individual requirements at any stage along your recruitment journey. We are here to support you, so please reach out to our team, ([email protected]) feeling confident that we’ve got your individual considerations covered.