Job Description

General Information

Job title:

Technical Implementation Manager

Purpose:

The Technical Implementation Manager is responsible for coordination and implementation of FCM products & technologies, mainly Online Booking Tool Implementation. These include all products & services as developed as part of the overall FCM global technology strategy & roadmap plan, along with eventual support of those technologies as required. You will also be responsible for the technical build of the client’s solution for your region and supporting countries in their build. You need to be a confident multi-tasker, be pro-active as well as a team player with a sound understanding of the implementation process and our systems.

Primary duties and responsibilities (KRAs)

Support (30%)
Monitor queries and action within the SLA
Provide support and assist the implementation Managers with existing implementations
Provide support to the Training and OBW (one best way) teams to ensure that they are training the right aspects
Present Internal and External training sessions as and when needed
Share knowledge ant trends to the other team members and other Corporate Solutions teams to proactively avoid future challenges
Implementation (40%)
Responsible for Implementing new corporate technology based on customer requirements
Change request management to existing online tools
Time and project management
Testing end-to-end before delivery
Provide 3rd level support as and when needed
Hyper care support during first 2- 4 weeks of trading
Prepare and present documentation on finished projects or amendments
based on minimum expectations
Team Responsibilities (20%)
Strategic planning with the Team regarding the business needs, training
processes and minimum standards
Assistance with support queries via Wrike
Growth and development of each team member’s brightness of future
Adhere to the minimum standards, agreed processes and SLA
Manage your workstack as h comes In
Assist with implementation queries and configuration questions
Assist the team leader as required with scheduling, staffing and recruitment as well as other tasks as ma¥ be requested from time to time
Guide team members via a working OBW approach, include team in
global/EMEA cells, training etc.
Relationships (10%)
Strategic planning with other teams regarding the business needs and
Implementation of processes to streamline current process
Building rapport with clients and teams to better understand their needs
Building relationships with our suppliers to ensure that we deliver product es expected to our client
Awareness of user adoption, budgets and cost-saving measures
Understanding our Corporate Technology business plan
 

Hierarchy:

Reporting to EMEA leader

Key communication and relationships:

Internal: Swot, TLs, Consultants, KAMs, Implementation, other teams within the
business
External: Customers, Suppliers, UK support, 3rd party technology providers

Job Requirements

Education and qualification:

Minimum requirements

Added advantage

Minimum 2 years’ experience at Flight Centre in a similar role or 5 years Business Travel external experience
 
A comprehensive knowledge of the various GDSs and processes
 
Experience in a commercial or business environment
 

Online Booking Tool Knowledge i.e. Cytric

Experience:

Solid knowledge and/or experience in computer science or travel consulting.
Ability to multi-task and communicate with different stakeholders of all levels.
Ability to cope with competing & short-term demands, establish priorities and deliver to fixed dates.
Be a solution oriented and anticipate issues and challenges and seek to find suitable solutions to resolve them.
A great communicator, multi-tasker and planner to deliver seamless and smooth implementation experience for all internal and external stakeholders.
A comprehensive knowledge of the GDS’s and processes
A comprehensive understanding of implementation processes
 

Other:

Location:

Nationwide (Hybrid)

Travelling:

As per business needs

Office hours:

TBC