Job Description

Director IT - Infrastructure Services - ITIL Certification is must.

JOB SUMMARY :

- Corporate Director - IT ( Infrastructure Services ) Senior Manager responsible for the seamless delivery of all technology services that drive stability of foundational infrastructure services and processes that power properties across the globe.

- This position will report to the Head IT.

- Position with partner with infrastructure, engineering and Project teams to enable stable and scalable technology environments and maximize our outsourced Infrastructure & on-property teammates' ability to focus on providing outstanding customer experiences.

- This is an exciting opportunity for a leader to drive operational efficiency and customer delight with an amplified focus on enabling next gen operating models and technology landscapes.

CANDIDATE PROFILE:

Required Education and Experience:

- 10+ years of IT service operations experience with a minimum of 3 years as an ITSM Director and above at a Fortune 500 company with significant scale.

- 5+ years' experience working within the ITIL Frameworks and leading an ITSM tool and/or process team. ITIL Certification

- 5+ years working with third party service suppliers and ITO organizations

- Should include financial, SLA and service definition functions.

- Experience providing services to large scale, multi-national footprints, preferably in customer facing industries

- Speaking knowledge of public cloud technologies and modern, emerging technology capabilities

- Proven ability to drive change through the delivery of cross matrixed organizations in Infrastructure delivery, Property Network systems, Technology Operations & Data Center, and third party providers.

- Knowledge about In room technology like Interactive Television Systems, HVAC, Voice assistance and telecom Switches, VOIP.

- Ability to evaluate and communicate strategy, operational health, and incident action plans to IT executive leadership

- Bachelor's Degree in Computer Science or related field or equivalent experience, education, and certification.

Preferred:

- Experience in managing SLAs, OLAs and KPIs via service management tools

- A thorough understanding of the interdependence of systems and their impact to the business.

- Understanding of the quality assurance, risk management, and security considerations and their impact on overall technology environment.

- Strong understanding of agile operating models.

- Strong process management and problem resolution skills.

- Proven ability to effectively prioritize and execute tasks in a high-pressure environment.

- Experience in business systems and process planning.

- Knowledge of business environment, service requirements and hospitality culture.

- Demonstrated ability to assess customer/client needs, creatively approach solutions, decide and influence appropriate courses of action.

- Ability to understand and communicate the lifecycle of technologies and applications and to translate into business strategies for the client organizations.

- Strong verbal and written communication skills with the ability to articulate complex technical ideas in easy to understand business terms.

- Ability to accomplish results through others, particularly by establishing relationships, effective controls and leading in a managed service environment.

- Demonstrates strong executive presence and strategic thinking skills.

- Demonstrates strong financial acumen

- Ability to construct business cases to secure strategic initiatives.

- Hotel; Experience if any preferred but not Necessary CORE WORK ACTIVITIES

- Leads a cross matrix group of technology teams in the seamless delivery of services to our Hotels & their customers globally.

- Defines global operational strategies around the support of the on-property & central Infrastructure technology & ecosystem.

- Identifies key performance indicators and service metrics. Works with IT data & security teams to ensure consistent data collection and the operating reviewal rhythms to ensure compliance.

- Deliver cohesive and comprehensive progress reports to Executive leadership.

- Construct strategic operational voice of customer ITSM strategy around processes and tools and map to business value.

- Builds and maintains an integrated score card that provides the appropriate governance for all IT teams, and that will contribute to client satisfaction. Promotes an automate first, lean process strategy in the delivery of services

- Partner with leaders from Service Integration, Tools, Infrastructure Operations and the various other IT & Business teams to understand their process improvement needs & translate them into enterprise efforts

- Engages with cross-functional teams to prioritize and integrate process development and maturation, ensuring that the right talent is engaged and utilized at the appropriate level in order to achieve successful service delivery outcomes.

- Involved in Hotel Opening activities along with Hotel Opening teams from a Infrastructure perspective and ensures no delays

- Identify areas in Technology where processes can be improved, influence the leadership by defining the benefits and manage the end to end projects through implementation of the ITSM toolset

- Lead the culture of continuous improvement by identifying projects, initiatives & getting the customer or leadership engagement and deliver them

- Define the service delivery expectations from professional services vendors, Infra Partners, Cloud Providers & Outsourced IT teams and lead the governance around it

- Manage internal customer relationship with leaders across the technology organization

- Develops specific goals and plans to prioritize, organize, and accomplish work for self and team.

- Thinks creatively and practically to develop, execute and implement new plans or programs. Generates and provides accurate and timely results in the form of reports, presentations, etc.

- Plans, develops, implements, and evaluates the quality of the teams' operations

- Provides recommendations to improve the effectiveness of processes or programs.

- Understands and meets the needs of key stakeholders.

- Supports achievement of performance goals, budget goals, team goals, etc. Procedures (SOPs and SLAs and Governance

- Ensures brand and regional business initiatives are implemented and communicates follow-up actions to team as necessary.

- Identifies talents of direct reports from third parties &. and their teams and assists with their growth and development plans.