Manager, Managed Platforms

Norwegian Cruise Line•Miami, FL

About The Position

The Manager, Managed Platforms is responsible for governance, operational oversight, and continuous improvement of enterprise-managed platforms that support digital experiences across web, mobile, and ecommerce channels. This role oversees managed service provider (MSP) teams responsible for administration, configuration, support coordination, and roadmap management of SaaS platforms including Adobe Experience Manager (AEM), Adobe Launch, Salsify, Algolia, Contentsquare, and other related technologies. The role also provides leadership for DevOps resources responsible for enabling deployment automation and CI/CD processes across Web, Mobile, and Core Services teams, ensuring alignment with enterprise standards established by Enterprise Architecture and Platform Engineering. Additionally, this role manages a small technical team responsible for Akamai and other shared platform capabilities that support digital products and services. The Manager, Managed Platforms is accountable for vendor governance, platform health, operational performance, platform adoption, deployment process compliance, and continuous improvement across the managed platform ecosystem.

Requirements

Bachelor's Degree in Computer Science, Engineering, Information Systems, Business Administration, or Related Field.
7–10+ years of experience in technology operations, platform management, DevOps, vendor management, or related disciplines.
3–5+ years managing technical teams, vendors, or managed service providers.
Experience supporting enterprise SaaS applications and platforms.
Experience managing vendor relationships and service delivery.
Experience supporting CI/CD processes and deployment automation practices.
Experience leading operational support and platform governance activities.
Strong vendor management and stakeholder coordination skills
Experience governing enterprise SaaS platforms and operational services.
Strong understanding of CI/CD and DevOps practices.
Strong operational and process management capabilities.
Experience managing technical support and platform operations.
Ability to balance business needs, operational stability, and platform governance.
Strong communication and cross-functional collaboration skills.
Experience leveraging automation and AI-enabled operational practices.

Nice To Haves

Experience operating within internal/MSP hybrid delivery models.
Experience in hospitality, travel, cruise, gaming, or consumer-facing digital ecosystems.
Experience with Adobe Experience Manager, Adobe Launch, Akamai, and other content management systems.
Relevant certifications in cloud platforms, DevOps, Agile/lead delivery, SaaS platform administration, IT service management (ITIL), security, and/or vendor-supported technologies preferred but not required.

Responsibilities

Oversee MSP teams responsible for administration, configuration, enhancement, and support of managed platforms.
Ensure managed platforms are configured and optimized to meet the needs of Web, Mobile, Ecommerce, and business stakeholders.
Monitor platform health, performance, availability, and operational effectiveness.
Ensure MSP teams maintain platform documentation, operational procedures, and support processes.
Establish and track service level expectations and operational KPIs.
Review platform utilization and identify opportunities for optimization and cost efficiency.
Oversee vendor relationships for managed platforms including Adobe, Salsify, Algolia, Contentsquare, and other related providers.
Ensure MSP teams coordinate vendor support requests, issue resolution, escalations, and ticket management.
Monitor vendor performance and support responsiveness.
Stay informed on vendor roadmaps, upcoming releases, new capabilities, and platform enhancements.
Evaluate platform enhancements and communicate relevant opportunities to stakeholders and leadership.
Lead DevOps resources responsible for supporting deployment processes across Web, Mobile, and Core Services teams.
Ensure compliance with CI/CD standards and deployment practices established by Enterprise Architecture and Platform Engineering.
Partner with technology leaders to continuously improve deployment reliability, efficiency, and automation.
Monitor deployment health, release processes, and operational metrics.
Identify opportunities to improve developer experience and delivery velocity through automation.
Lead a small team of Developers and Quality Engineers responsible for Akamai and other shared technology capabilities.
Ensure reliable operation, performance, and maintenance of shared platforms.
Coordinate support, upgrades, security remediation, and operational improvements.
Drive continuous improvement and technical modernization efforts where appropriate.
Ensure platform support processes are documented, measured, and continuously improved.
Partner with Technology, Product, Security, Infrastructure, and Architecture teams to resolve operational issues.
Monitor operational risks and proactively address service disruptions.
Support incident management, root cause analysis, and corrective action planning.
Promote adoption of AI-enabled tools and automation opportunities across platform administration, support, testing, and operational workflows.
Identify opportunities to improve efficiency through automation and process optimization.
Stay current on emerging technologies and platform capabilities.
Lead, coach, and develop direct reports and MSP partners.
Foster a culture of accountability, operational excellence, collaboration, and continuous improvement.
Support workforce planning, vendor management, and resource forecasting activities.
Perform other job-related duties as assigned.