Engineering Manager - Software Engineering, End User Support

About Skyscanner

Everyone loves travelling, but planning is not without its challenges ✈️ That's why we've spent 20 years building tools that turn travel-planning chaos into a breeze. Today, around 160 million travellers count on us every month to skip the whole “47 browser tabs open” phase and find flights, cars, and hotels quickly and easily 💻

Joining Skyscanner means becoming part of a global brand that's striving to become the planet's go-to travel hack accessible for all 🌍

Our vision? To be the world's number one travel ally. (Ambitious? 💪 Yes, but, hey, that's what got us here)

About the role
Hybrid

This is an Engineering Manager role with a bold mission: transforming how End User Support works at Skyscanner through automation and AI.

You’ll lead a newly formed squad focused on reducing manual support effort at scale — freeing up time, speeding up resolutions, and creating a smoother experience for teams across the business, while guiding a traditional IT support team on a journey into automation, AI, and agent-led ways of working.

As part of our Employee Enablement tribe and wider AI Native initiative, you’ll help embed AI into everyday workflows, unlocking smarter ways of working and raising the AI maturity of our people.

You’ll guide a globally distributed team of System Engineers, shaping not just what they build, but how support evolves — from reactive and manual to proactive, intelligent, and scalable.

What you’ll be doing

• Leading an automation-first mission: You’ll drive the squad’s direction, delivering meaningful reductions in manual support through smart automation and AI

• Building and growing a high-performing team: You’ll coach, mentor and support engineers to do their best work (and enjoy doing it)

• Leading a team through transformation: You’ll help a traditional IT support team level up into automation and AI — building new skills, mindsets, and ways of working along the way

• Embedding AI into everyday workflows: You’ll design and deliver solutions that integrate GenAI and automation into core support processes

• Delivering impactful platforms and tooling: You’ll enable scalable systems that boost employee productivity across the company

• Partnering across the business: You’ll collaborate with other squads, Workplace, and Internal Comms to identify opportunities for AI-powered solutions

• Spotting high-impact opportunities: You’ll focus on the work that delivers the greatest return — automating the right things, not just more things

• Shaping the future of support: You’ll help evolve the operating model, including building and owning AI agents used beyond engineering teams

About you

• Outcome-driven and proactive: You spot opportunities, define solutions, and see them through in a fast-moving environment

• AI-curious (or better yet, AI-obsessed): You’re excited about GenAI, LLMs, and what they can unlock (bonus points for ML lifecycle knowledge)

• A builder of impactful solutions: You love creating systems that scale and make a real difference across teams

• Strategic yet hands-on: You can balance long-term thinking with short-term delivery

• A people-first leader: You care deeply about your team, investing in their growth and creating an environment where they can thrive

• Experimentation-frie