Senior IT Fleet Superintendent

Position Summary

This position is responsible for developing, implementing and sustaining shipboard IT programs, procedures and policies as they relate to IT operations including training & development, operational excellence performance, SOP / SQM governance and situational planning.

He/she requires a comprehensive understanding of shipboard IT operations, especially guest experience interaction with our technology along with associated policies and governance to enable technical and operational support decisions. The roles primary focus is to ensure sustainable IT service levels that lead to high guest satisfaction ratings and high system availability in order to maximize revenue opportunities and operational excellence.

The Fleet IT Superintendent must perform independently, and proactively collaborates internally and externally to solve technical and business problems. Leads others, either directly or indirectly, and is accountable for the results of the team and/or function.

Essential Duties and Responsibilities

• Point of escalation for IT operational challenges that are complex in nature and require a multi team effort to resolve.
• Create, execute and maintain the Shipboard IT training & development plans
• Create, execute and maintain the Shipboard IT performance evaluation plans (90 day evals, KPIs, etc..)
• Define and drive standardized Shipboard IT operational practices
• Key participant in the talent acquisition/disciplinary functions related to the Shipboard IT Teams
• Analyzes incident, problem & change tickets with a goal of maximizing uptime of systems by eliminating repeat issues.
• Communicate Shipboard IT operational excellence performance, concerns and successes across all brands through multiple data source reports
• Review / coordination / planning of special events requiring shipboard IT participation (First Turns, Charters, Repositioning, Deviations, Dry Docks, Newbuilds, Inaugurals, etc..)
• Cultivate and foster active communications/relationships with all Shipboard IT personnel & Shipboard Hotel Operational teams.
• Proactively reviews shipboard IT Operations and implements, maintains, and updates operational policies (SQM) and procedures (SOPs).
• Responsible to ensure all IT staff are in compliance with all relevant governance. SQM, SOX, PCI etc.
• Evaluate / manage all technology funding requests from shipboard IT to ensure the vessel technology is kept on a constant technology lifecycle.
• Performs other duties as required. This job description in no way states or implies that these are the only duties to be performed by employee occupying this position. Employees will be required to perform other job-related duties assigned by their supervisor or management.
• Member of the IT Department Emergency Management Team, coordinating/planning operational changes required during Emergency situations

Financial Responsibilities

• Oversight and guidance of a complex multi-million support budget across all vessels.

Qualifications

• Bachelor’s degree in computer science or similar IT qualification / experience
• Minimum of 7-10 years of experience is required with primary responsibilities in the shipboard IT operations field, with at least 50% of that experience in a supervisory role
• Minimum 2 years of onboard shipboard experience preferred
• Proficient knowledge and experience with staff scheduling and budget management
• Exceptional oral, written and interpersonal communication skills required.
• Excellent interpersonal skills to communicate with all level of employees and management in a multi-cultural environment, with both business and technical acumen as required
• Superior writing, analytical and problem solving skills; able to provide quality work with minimum direction.
• Must be a fast thinker and be able to make decisions under pressure.

Knowledge and Skills

• Demonstrates ability to perform successfully in an open environment where frequent and direct interaction and collaboration with customers and peers is ordinary.
• Prior experience leading, motivating and developing direct/indirect team members
• Thorough knowledge of the shipboard onboarding & HR process
• Experience leading Operational Support teams
• Thorough understanding of the concept of shift based scheduling
• Thorough understanding of shipboard hierarchy / reporting structure
• Excellent organizational and analytical skills.
• Project Management / Administration experience a plus

Physical Demands

• While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee frequently is required to stand and walk. The employee is occasionally required to climb or balance. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
• Flexible working hours, including nights / weekends at times
• Must be able to travel globally, within short notices
• Up to 50% travel may be required

Work Environment

The position may require the employee to visit vessels in service or in dry dock. These environments are typically noisy and for the most part uncomfortable conditions due to lack of cooling and or water.