Service Manager

Service Manager (Onboard) – Baltic Sea North

As Service Manager, you will lead the commercial and service performance of our Onboard Sales & Services (OSS) across vessel in the Baltic Sea North Region. You will ensure a strong customer experience while delivering results through structured planning, disciplined follow-up, and engaged leadership.

Key responsibilities

• Own the commercial performance of all OSS outlets and related products/services (sales, margin, cost control, waste, availability and service quality).
• Drive continuous improvement in onboard sales, service delivery and customer experience through clear standards, coaching and hands-on leadership.
• Plan, manage and follow up budgets, forecasts and performance analyses; turn insights into actions that improve results.
• Implement and follow up sales and upsales initiatives, campaigns and development projects in close cooperation with the shore organisation and onboard management.
• Ensure efficient work organisation, clear routines and compliant ways of working within OSS.
• Lead quality control and service standards: audits, corrective actions, feedback loops and continuous training.
• Secure effective communication and information flow within the department and with other onboard units.
• Manage personnel processes in cooperation with HR (recruitment input, onboarding, scheduling principles, performance follow-up, wellbeing and competence development).

Who you are

At Stena Line, personality matters as much as competence. Our values, Welcoming, Caring and Reliable, guide how we work every day. You are a visible leader who communicates clearly, builds trust quickly, and can balance service excellence with commercial discipline. You work at pace, stay structured under pressure, and you follow through—consistently.

You also bring:

• A strong commercial mindset with the ability to translate data into practical actions.
• Confidence in leading people and setting clear expectations.
• A collaborative approach—able to work effectively with colleagues, suppliers and onboard/shore stakeholders.

Qualifications:

• Valid certificates, including:
• Basic Safety Training
• Security Awareness or Higher
• Medical First Aid (preferred)
• Crowd Management (preferred)
• Crisis Management (preferred)

• Passenger Safety, Cargo Safety & Hull Integrity (preferred)

• Safety Training for Personnel Providing Direct Service to Passengers in Passenger Spaces on Board Passenger Ships (preferred)
• Valid Medical Certificate
• Valid EU Passport
• Valid Marlins Cerfificate
• At least a year of experience at working in hotel department, on land or at sea is preferable.

Interested? 

This is a permanent position based in Latvia within our hotel department. To apply, please register your profile and send in your CV in English as soon as possible. We are having an ongoing selection, so do not wait with your application. Please note that due to GDPR we do not accept applications via e-mail or postal service.

If you have any questions regarding the position or about the recruitment process you are welcome to contact Natalia Sienkiewicz, Talent Acquisition Coordinator, [email protected]. 

Please note that we kindly decline any offers from recruitment or staffing agencies regarding this recruitment. 

About Stena Line

Stena Line is one of Europe's leading ferry companies with approximately 40 vessels and 19 routes in Northern Europe and the Mediterranean operating 25,700 sailings each year. Stena Line is an important part of the European logistics network and develops new intermodal freight solutions by combining transport by rail, road and sea. Stena Line also plays an important role in tourism in Europe with its extensive passenger operations. The company is family-owned, was founded in 1962 and is headquartered in Gothenburg. Stena Line has 6,200 employees and an annual turnover of 19.5 billion SEK.