Scenic Tours Europe AG
Manager, IT Delivery
Porto, Portugal - Full Time
Scenic Luxury Cruises and Tours is seeking an experienced Manager IT Delivery to lead our IT service management function, with a strong focus on owning and evolving our ServiceNow platform. Based in Porto and reporting to the Director, IT Delivery, this role is pivotal in ensuring high-quality, efficient, and customer-focused IT services across our global operations.[
About Scenic
About Scenic
- Global leader in luxury cruises and touring, renowned for innovation and exceptional guest experiences.
- Committed to quality, sustainability, and premium service across land and sea journeys.
- Lead IT service delivery, embedding ITIL-aligned practices that support business objectives and a customer-focused culture.
- Act as the primary steward of the ServiceNow platform, ensuring it underpins efficient, scalable and secure IT operations.
- Provide strategic leadership for IT service management, driving consistency, best practice and continuous improvement.
- Own ServiceNow administration, enhancement and optimisation, including roadmap, configuration, integrations and new capabilities.
- Manage day-to-day IT support and service desk operations, ensuring SLAs, customer satisfaction and effective incident and request management.
- Develop and maintain service documentation, workflows and escalation paths within ServiceNow.
- Produce and present reports and dashboards on IT service performance and ServiceNow utilisation, using insights to drive improvement.
- Coordinate vendors and service providers, particularly for ServiceNow and broader IT support solutions.
- Lead, mentor and develop IT support and ServiceNow administration staff, fostering collaboration and knowledge sharing.
- Lead end-to-end ownership of ServiceNow, including platform governance, configuration, module rollout and optimisation.
- Partner with stakeholders to translate service management needs into effective ServiceNow solutions and workflows.
- Ensure platform performance, security, scalability and alignment with ITIL processes such as incident, request, change and problem management.
- Tertiary qualifications in IT, Computer Science or related field.
- Minimum 5 years’ experience in IT service delivery or support management, including hands-on ServiceNow platform experience.
- Strong grounding in ITIL practices; certification is highly regarded.
- Proven leadership of distributed support teams and vendor relationships.
- Skilled in IT service management, reporting and analytics, with a proactive, customer-focused and collaborative working style.
