Senior Manager - System Owners

We are looking for a Senior Manager - System Owners, to provide strategic leadership to the CS Tech Transformation team. In this role, you will oversee the global technical infrastructure of external systems supporting Customer Services.

The position is responsible for driving key deliverables and leading high-impact migrations, including the transition and implementation of Zendesk and Zingtree, as well as the integration of advanced performance and analytics tools such as Teramind and Celonis, and the ongoing maintenance of our telephony provider, Genesys.

The role serves as the primary liaison between executive leadership and technical execution, ensuring that our tech stack scales effectively in line with company growth., * Lead the overall strategy for the transition to Zendesk, including oversight of case management migration and the technical implementation of Zendesk QA.

• Drive the integration strategy for specialized tools such as Zendesk, Zingtree (CSAT surveys), Teramind (activity monitoring), and Celonis (process mining).
• Define and own the long-term technical roadmap for the CS tool ecosystem, ensuring systems are enhanced or decommissioned in alignment with business growth and objectives.
• Lead and mentor the Manager of System Owners/Solution Engineers, fostering a culture of technical excellence, accountability, and continuous improvement.
• Oversee resource allocation and headcount planning to ensure the team can deliver on ambitious project timelines.
• Act as the escalation point for critical system issues and key architectural decisions.
• Establish and uphold standards for documentation, quality assurance (QA), and deployment of full-stack JavaScript widgets and other custom integrations.
• Ensure technical recommendations are clearly translated into tangible business value for senior stakeholders.

Do you have experience in Zendesk?, Do you have a Master's degree?, * Experience in Zendesk.

• Bachelor's degree in Computer Science, Engineering, or a related field (Master's degree is a plus).
• Extensive experience working as a Software or Solutions Architect, with a proven track record of leading large-scale CRM migrations.
• Strong knowledge of microservices architecture, APIs, and cloud platforms such as AWS or Google Cloud.
• Demonstrated experience leading managers or global technical teams in complex environments.
• Solid expertise in troubleshooting enterprise-level VoIP, network, and software connectivity challenges.
• Knowledge of Python, Go, or JavaScript, with the ability to provide architectural guidance for web-based widgets and custom integrations.
• Strong stakeholder management skills, with the ability to influence and drive change in a fast-paced, evolving organization.
• Excellent analytical and problem-solving capabilities, combined with a structured and pragmatic leadership approach.
• Proven ability to manage multiple priorities with strong planning and organizational skills.
• A genuine passion for contributing to an organization focused on continuously improving Customer Services.

Working at Etraveli Group means working at a fast-growing company with high ambitions in becoming the number one Online travel agency worldwide. The culture at the company embraces complexity and we like to keep the entrepreneurial spirit even as we grow into being a larger company. With us you can enjoy:

• A flexible working environment. We work on a hybrid-model where you can choose to work two days from home and you will have two weeks per year that you can choose to work from a remote location
• Modern office in the heart of the city (both Athens and Uppsala) - A bright and central location with great access to public transport, lunch spots, and parks just around the corner.
• Health Benefits - Through partners we offer a private health insurance plan. In some locations we offer healthcare allowance and pension.
• Daily breakfast - To kick the day off just right, breakfast is available at the office every morning.

Etraveli Group is a leading global flight technology provider, specializing in flight sales and offering flight content delivery and fintech products. We are here to solve complexity, by connecting millions of flights and travelers across the globe, from search and selection to trip and beyond. We partner with major global platforms such as Booking.com, Google Flights, Skyscanner, and Kayak, providing seamless flight booking and related services. Our B2B portfolio includes a separate fintech entity with its flagship product, PRECISION, a risk management solution, Sweden's leading flight comparison site Flygresor.se, Tripstack, our B2B Flights as a Service Provider and world leader in virtual interlining, and Wenrix, the embedded AI platform for flights. We also operate our own online travel agency brands including Gotogate, Mytrip, and Flightnetwork. Every day we strive to make the world smaller for our customers and bigger for our people. Our diverse team of more than 3200 passionate professionals is what makes us the industry's tech wonder and the best in the world at what we do. Major offices in Sweden (HQ), Greece, India, Canada, Israel, Poland, UK, and Uruguay.