This role has a strategic relevance and a significant impact supporting RHG's Digital business operations and strategies. We are looking for a DevOps Service Manager in charge of the DevOps Team & support team of Radisson Hotel Group public ecommerce website and mobile apps who acts as a pivot between all the technical teams.
The role is to bridge service management processes with Agile and DevOps practices to ensure the seamless operation and continuous improvement of Digital IT services.
In summary:
To support the ongoing development programme providing help and management experience working closely with all the support teams involved in the website, internal and external. To ensure that professional application operations and application management services are delivered on an ongoing basis for RHG. A key dimension of the role is the interaction with 3rd party suppliers to the benefit of RHG and its strategy.
Roles/Responsibilities Technical knowledge: Basic knowledge of web architecture based on AWS ECS, APIs, and Akamai. Dynatrace management for alerting and monitoring is key.
DevOps and Agile Integration into ITSM: Align IT service management processes with DevOps principles and Agile frameworks, ensuring they support continuous delivery, integration, and rapid iterations.
Incident Management: End to end incident management, being able to manage different teams with different levels of technical expertise and translate between them the issues within the platform, being internal or third-party teams.
Change and Release Management: Have control on the releases of the application. Assistance to CABs.
Continuous Delivery Support: Supervise the DevOps team that will lead the CI/CD pipelines by ensuring that change management and release management processes are lightweight and automated, allowing frequent and reliable releases.
Automation & Tooling: Leverage automation tools (e.g., Jenkins, Ansible, ServiceNow) to streamline service management workflows, including incident tracking, response, and resolution, change and release management.
Monitoring: Observability of the platform is a key responsibility and configuration. Dynatrace is the tool used but also CloudWatch.
Service-Level Agreement (SLA) Management: Define, monitor, and improve SLAs and KPIs related to service uptime, response times, and customer satisfaction, ensuring continuous service alignment with business needs.
Security & Compliance Integration: Ensure that security and compliance requirements are embedded within DevOps pipelines and service management practices.
Accountabilities Lead incident management efforts, root cause analysis, and effective resolution of issues, especially in a fast-moving DevOps environment. Implement and manage a lean change management process that aligns with the speed of DevOps pipelines and Agile releases. Oversee the release management process to ensure smooth and frequent deployment of new features or services, supporting Continuous Integration/Continuous Deployment (CI/CD). Monitor the health and performance of IT services and infrastructure, leveraging tools such as Dynatrace, CloudWatch, and Akamai. Manage and lead the DevOps team that takes care of the automation of service management processes, including incident detection, response, change approvals, and deployments, using tools like Jenkins, Ansible, and ServiceNow. Integrate monitoring, logging, and alerting tools into the service management ecosystem for proactive issue detection and faster resolution. Work closely with DevOps teams to ensure that service management processes support Agile and DevOps practices like continuous delivery and automated deployments. Act as the bridge between traditional ITSM processes and modern DevOps approaches to ensure alignment across teams. Define, manage, and report on SLAs and KPIs that align with both Agile and DevOps goals, ensuring a balance between speed of delivery and service stability. Integrate security practices (e.g., DevSecOps) into the DevOps pipeline to ensure that services are not only reliable but also secure. Job requirements and qualifications: Location: Madrid, Barcelona or Brussels based.
Language skills: English fluent, almost native is a must.
Degrees: Bachelor's degree in computer science, Information Technology, or a related field (or equivalent experience). Desired Certifications in Agile (Scrum Master, Product Owner, or SAFe), and DevOps (DevOps Foundation, AWS DevOps Engineer) preferred. An ITIL certification at Foundation level or above is highly desirable. Must have experience: 3-5 years of experience in IT service management, with significant exposure to DevOps and Agile environments. Experience in infrastructure automation, CI/CD pipelines, and IT service management tools like ServiceNow or JIRA. IT infrastructure, software development processes, and DevOps practices, including CI/CD pipelines, automation, and cloud services. Experience in multinational environments. Comfortable working in a constantly changing environment due to shifting priorities, demands, and timelines. Highly desirable experience: Strong understanding and experience with Agile frameworks like Scrum, Kanban, or SAFe, and how they apply to service management. Strong understanding of DevOps practices (CI/CD, automation, infrastructure as code) and Agile frameworks (Scrum, Kanban) with a focus on their application in service management. A solid understanding of security, compliance, and governance practices in the context of service management and DevOps. Proven ability to quickly analyze and resolve incidents and problems, including root cause analysis, within complex, automated systems. Background in website management and development. Hospitality experience. Travel needs: Around 10%, primarily Brussels.
Soft skills: Highly influential, leadership, communication at least at director level, efficiency, sociability. Passion for customer service, efficiency, effectiveness, and quality.
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