Senior Manager, Technical Coordination and Special Projects

JOB SUMMARY

 

Acts as an escalation point for incidents, projects, and initiatives that require high priority attention, reporting, and documentation. Identifies and drives resolution of long-standing issues and inefficiencies. Coordinates with Corporate IT partners, Field IT, Global Information Systems, Vendors, Contractors, and Managed Service Providers. Accurately identifies interdependencies and impact to hotel operations, with a focus on compliance and security. Produces reporting and analytics for leadership to track progress and trend identification. Serves as an IT escalation point for both internal and external stakeholders. Able to rapidly pivot focus to meet changing needs and the highest priority as identified by leadership without losing track of in-flight projects.

 

CANDIDATE PROFILE

Required Education & Experience:

•    Undergraduate degree in an engineering or computer science discipline and/or equivalent experience/certification.
•    5+ years’ experience in information technology leadership that includes one or more of the following:
o    Networking and/or Server/Desktop Operating Systems. (Microsoft Windows based Operating System) 
o    Application support
o    Hardware support
•    Proven track record of effective partner/vendor engagement and management.
•    3+ years hands-on management level experience in IT customer service with a track record of supporting production IT infrastructure.
•    Ability to travel (up to 20%).

Skills and Preferred Attributes:

•    Experience with agile frameworks.
•    Experience/understanding of cloud technologies.
•    Experience with technology security concepts and functions.
•    Strong understanding of hotel property technical configurations and the impact on operations.
•    Strong understanding of property security and compliance requirements.
•    Working knowledge of Field IT support processes, responsibilities, and requirements.
•    Project management experience.
•    Vendor management experience.
•    Experience in developing and delivering presentations, technical and functional documentation.
•    Demonstrated ability to handle multiple priorities.

 

CORE WORK ACTIVITIES

 

Delivering Technology

•    Serves as an IT escalation point for both internal and external stakeholders.
•    Provides guidance and feedback around Service Desk delivery services to the US and Canada hotels.
•    Strategizes optimal solutions for by coordinating options with IT Delivery, vendors, and US and Canada IT Leadership.
•    Acts as point of escalation for Leadership and Security team to deal with critical incidents.
•    Provides consultation services for leadership, project teams, and field teams to identify improved operational conditions and processes to address evolving needs.
•    Ensures that documentation for property technology environment is maintained according to standards for US and Canada Technology Services.
•    Reviews configuration requirements for new property based technical solutions to ensure existing security and compliance requirements are met. Proactively addresses configuration conflicts and works closely with third party partners and project teams to ensure effective adoption in the field.
•    Establishes strong rapport with Corporate IT partners, along with Marriott Franchise IT support and FMC contacts.
•    Works with US and Canada IT, Global IT, and partners to implement continuous improvement activities.

Technology Governance

•    Identifies necessary changes to security compliance posture to protect the hotels from evolving risks.
•    Liaise with and escalates compliance challenges with Marriott’s Global Information Security Team.
•    Demonstrates continuous improvement through metrics of quality consistency and client satisfaction.
•    Follow all defined IT standards and processes (i.e. IT Governance, SM&G, Architecture, etc.), and provides input for improvements to the appropriate process owners as needed.
•    Maintain a proper balance between business and operational risk. 

Managing Work, Projects, and Policies

•    Generates and provides accurate and timely results in the form of reports, presentations, etc.
•    Analyzes information and evaluates results to choose the best solution and solve problems.
•    Manages the flow of questions and directs questions.
•    Attends and participates in all relevant meetings.
•    Develops strong understanding of local property technical configurations and the impact on operations.

Leading Teams

•    Creates a team environment that encourages accountability, high st