Director, Application Run Operations in Miramar, FL at Royal Caribbean Cruises Ltd.

Date Posted: 10/25/2019

Job Snapshot

Job Description

Great vacations begin with great employees! Combine your experience and sense of adventure by joining our exciting team of employees in Miami, Florida. Royal Caribbean Cruises Ltd. is pleased to offer a competitive compensation & benefits package, and excellent career development opportunities, each offering unique ways to explore the world.

Position Summary:

The Director of Application Run Operations (ARO) is accountable for the management of all IT supported applications.  They will lead and run the Service Managers within ARO and will be responsible for using internal resources or third party strategic service providers and contractors.

This leader will provide effective leadership, teamwork and collaboration with other IT leaders, managers and staff across IT to achieve a unified and responsive IT support services approach to the Business. 

The role is global in nature with an expectation of 24/7 availability of resources.  Therefore, operations will need to be stood up to manage incidents at any time.  To operate in this manner, presence will need to be established outside the US, therefore an understanding and sensitivity to other cultures is a must. 

This leader will support the following brands and regions: Royal Caribbean International, Celebrity Cruises, Azamara, SilverSea (once integrated), and TUI/Pullman Tours (where there is accountability for Applications Support).  All countries and vessels where the brands operate.


  • Manage a 24x7 Application Support environment
  • Responsible for minimizing any business services supported by IT applications.
  • Drive and improve quality of service while meeting/exceeding customer happiness.
  • Develop a global team of subject matter experts specific to the applications they support to ensure continuous uptime of critical business services.
  • Develop a “follow-the-sun” model to support Royal Caribbean’s 24/7, geographically dispersed operations. Leveraging monitoring technologies, proactively monitor business services and underlying technologies to take actions before a greater impact is encountered.
  • Lead teams in support of: Day to day Level 2 production application support, implementation of new projects, developing strategic plans identifying opportunities to improve service quality, as well as driving the professional development of ARO staff.
  • Ensure that Service managers lead continuous improvements to drive IT application support effectiveness with the Business and IT.
  • Leverage APM Monitoring technologies to proactively manage the production environment and identify application anomalies that may lead to unplanned business services.







Job Requirements


  • 15+ years of experience in an IT leadership and management role with specific emphasis and deep working knowledge and experience in the effective support of IT applications
  • Leverage previous IT Operations experience from a large international company. where you supported various business applications globally using managed service vendors.
  • Able to manage a diverse meaningful customer base in assuring service quality and availability.
  • Welcome challenges, pivoting an organization and delivering world-class solutions to business partners.
  • Experience driving cost avoidance, automation, shift left / out, mentoring and coaching team.
  • Standout colleague, able to work in a dynamic, multicultural, global organization
  • Excel in an agile environment in achieving results while scaling the operations and managing change effectively
  • Great knowledge of end-to-end IT software and systems solution delivery from idea conception, design, development and transition into production operations and maintenance
  • Experience in IT solution delivery and support using alternative delivery approaches besides in-house development via managed services providers and other sourcing options
  • Knowledge of different solution delivery methodologies such as- waterfall, agile, hybrid methods, etc.
  • Demonstrated relationship savvy in building effective trusted advisor relationships with business partners and IT alike using effective relationship-building, negotiation, mediation and influencing skills
  • Ability to lead and manage under conditions of ambiguity and uncertainty
  • Proven organizational savvy in working across organizational boundaries and reporting lines
  • Customer focused mind-set and drive to meet and exceed expectations
  • Demonstrable experience in process development and improvement that improves team effectiveness and efficiency practices in a Service Management Operation
  • Demonstrated discipline, analytical skills, problem-solving abilities and attention to details
  • Independent, self-motivated, self-managing, dedicated and responsive with a bias for action and results
  • Excellent verbal and written communication, presentation and facilitation skills 

Knowledge and Skills:

  • Key in this role is the ability to develop and sustain durable partnerships with business leaders. Must provide relevant insights, expertise and advice on application sustainment and support. Will lead and participate in operations reviews with IT senior leadership. Drive all IT managed applications supported for maximum availability and reliability in compliance with IT standards.
  • Business Analysis experience will assist with developing deep and broad business functional and application domain knowledge as context for the applications being supported in addition to understanding requests for improvements or break-fix using appropriate knowledge management strategy and approach.
  • Drive Strategic Sourcing Relationships by developing relevant support sourcing strategy and Review existing service provider agreements for improvement opportunities and implement appropriate changes.
  • In the final area of Application Support, ensure the implementation of effective policies, procedures, discipline, processes and protocols to assure maximum availability of supported applications, and guarantee response and resolution in the event of application outages with response team approach and communications.

Join our team as a Director .  Once you apply, it will take you 10-15 mins to complete our application, which will help us better qualify your candidacy. 

It is the policy of the Company to ensure equal employment and promotion opportunity to qualified candidates without discrimination or harassment on the basis of race, color, religion, sex, age, national origin, disability, sexual orientation, sexuality, gender identity or expression, marital status, or any other characteristic protected by law. RCL and each of its subsidiaries prohibit and will not tolerate discrimination or harassment.

Join us at Royal Caribbean Cruises Ltd., where great vacations begin with great employees! 

RCL is an Equal Employment Opportunity employer.


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