Senior Manager, ITSM & Operations

At Holiday Inn Club Vacations, we believe in strengthening families. And we look for people who exhibit the courage, caring and creativity to help us become the most loved brand in family travel. We’re committed to growing our people, memberships, resorts, and guest love. That’s why we need individuals who are passionate in life and bring those qualities to work every day. Do you instill confidence, trust, and respect in those around you? Do you encourage success and build relationships? If so, we’re looking for you.                                               

                                                                                                      

POSITION DESCRIPTION:

The Senior Manager, ITSM & Operations is a hands-on leader responsible for the reliability, security, and continuous improvement of our global IT services. This role oversees both on-premises datacenter operations and cloud operations as we transition to a cloud-native strategy, driving the adoption of modern monitoring, automation and AIOps practices. Reporting to the Sr. Director of Operational Excellence & Infrastructure Engineering, this role owns our ITSM platform, leads Service Desk and Operations teams across the US and India, and serves as the senior escalation point for major incidents.

ESSENTIAL DUTIES AND TASKS:  

• Lead and manage on-premises datacenter and cloud operations ensuring reliability, security, and scalability.
• Own and evolve the ITSM platform (currently ServiceNow), including roadmap and potential replacement.
• Implement and mature ITIL processes across Incident, Problem, Change, Release, Configuration, Service Request, Service Level, Knowledge, Asset, Capacity & Availability Management.
• Direct the Service Desk Manager, ITSM/Operations Manager, and distributed teams in the US and India, fostering a high-performance culture.
• Define, monitor, and report SLAs and KPIs; develop dashboards providing real-time visibility to leadership.
• Drive adoption of modern monitoring, observability and AIOps tooling (e.g., Datadog) to proactively detect and resolve issues.
• Serve as the highest escalation point and 24/7 owner for major incidents; conduct root cause analyses and implement preventive actions.
• Manage operational budgets and make technology decisions that balance cost, risk, and performance.
• Champion automation and continuous improvement initiatives to reduce manual toil and increase service reliability.
• Collaborate with architecture, security, and application teams to support strategic cloud-native transformation.

 

EDUCATION and/or EXPERIENCE:

•  10+ years progressive experience in IT Operations, Infrastructure or Service Management leadership.
• Hands-on expertise with VMware vSphere, Microsoft Hyper-V, Cisco UCS, NetApp, Synology, Windows & Linux Server platforms.
• Proven track record operating Azure IaaS, Azure AD, Citrix and O365 in hybrid environments.
• Demonstrated success implementing or administering ITSM platforms (ServiceNow or
• equivalent) and ITIL processes.
• Experience leading global or multi-site teams and delivering 24/7 operational support.
• Deep knowledge of monitoring/observability tools (Datadog, Splunk, etc.) and AIOps concepts.

 

CERTIFICATES, LICENSES, REGISTRATIONS:

•  ITIL 4 Managing Professional or Strategic Leader
• Microsoft Azure Administrator/Architect
• VMware VCP / Cisco CCNP Data Center

 

PROFESSIONAL SKILLSET QUALIFICATIONS:

•  Strategic thinking with hands-on execution
• Strong analytical and metrics-driven decision making
• Excellent communication and stakeholder engagement
• Crisis leadership and calm under pressure
• Continuous improvement mindset and automation focus
• Ability to mentor and develop technical talent.

 

SUPERVISORY RESPONSIBILITES

This role manages mid-level managers and global operations staff, mentors team members and may oversee vendor relationships for specific projects or services. 

 

WORKING CONDITIONS
 Most work will be performed in a climate-controlled environment but may be exposed to inclement weather and varying degrees of temperature on occasion.

 

WORK SCHEDULE/HOURS

Schedules will vary depending on business needs, and may entail working nights, weekends, and holidays. Must be flexible to w