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Senior Manager - IT Service Delivery - Digital Systems

Marriott International

Marriott International

Bethesda, MD, USA
Posted on Thursday, July 4, 2024

Job Description

Job Number 24116783
Job Category Information Technology
Location Marriott International HQ, 7750 Wisconsin Avenue, Bethesda, Maryland, United States VIEW ON MAP
Schedule Full-Time
Located Remotely? Y
Relocation? N
Position Type Management


Manages a technical team of service providers and business analysts to provide support to properties using the digital mobile products, Mobile Key, Mobile Check-In, Mobile Dining and GXP. Also is a member of the leadership team that provides critical incident and leadership escalation support for property issues related to Property Management Systems, Business Applications, Infrastructure, and vendor supported services through engagement of L2, L3, Network, and infrastructure teams.

Primary responsibilities include developing and implementing high quality solutions utilizing subject matter experts effectively across a global support model consisting of internal and external resources to generate results. Other duties and responsibilities include Vendor and Internal Support relationship management, contract compliance and validation, coordination of resources for installation of patches, hardware upgrades, and standard maintenance functions. Performs independent research to proactively identify and analyze future opportunities and emerging solutions that could be applied in the operation to drive efficiency and client productivity. Leverages technical and operational expertise in updating multi-year technology roadmaps. Works with Product Teams to clarify functional requirements and functional design during solution development phases to ensure effective support workflows. Leads workgroups and or/high quality technical teams and associates in a matrixed, hybrid global model to provide operational, procedural, and technical support to Business, PMS, and the Technical Service Desks clients 24X7. Acts as a functional technical expert to drive effective business outcomes.


Education and Experience


  • 7+ years of Information Technology experience
  • 3+ years of Application Support leadership experience
  • 1+ years of management experience (direct management of cross-function, sourced, or matrixed teams).
  • Undergraduate degree or relevant work experience


  • ITIL or Agile Safe Certification
  • Leadership experience in a Help Desk environment with experience in supporting application or IT infrastructure customers.
  • Technical Certifications (Cisco, MCSE, etc.)
  • Strong Leadership, Technical, process management, negotiating, influencing and problem resolution skills
  • Proven ability to effectively prioritize and execute tasks in a high-pressure environment
  • General knowledge of Marriott business functions, processes, and culture
  • 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
  • Understanding of the quality assurance, risk management, and security considerations and their impact on overall technology environment
  • Working knowledge of ITSM, Desktop, Mobile technologies, property network, and Windows Operating Systems


  • Understands the business and customer needs to introduce solutions that grow company and property bottom line and/or speed time to market.
  • Provides leadership, oversight, governance, and strategic direction related to the infrastructure services that are required to enable the delivery of IT services.
  • Provides technical leadership, oversight, standardization, and validation of the effectiveness of the infrastructure systems.
  • Provides input to the overall architecture, governance model
  • Recommends processes and for incident and request escalation for technical issues
  • Manages customer feedback and issue resolution
  • Initiates problem management efforts and track outcomes
  • Ensures proper alignment to projects and major initiatives
  • Ongoing analysis of technical operating environment to detect critical deficiencies and recommend solutions for improvement.
  • Collaborates with project teams to identify technical support requirements to minimize customer impact.
  • Ensure documented procedures and current content is available in knowledge base for all supported activities.
  • Create, manage, and monitor ongoing support training for analyst’s and coordinating training with other groups as needed.
  • Serve as point of escalation for issues reported by internal and external sources.
  • Responsible to ensure proper staffing needs are met.
  • Monitor and provide reporting of key metrics.
  • Promote organizational value with customers and partners.
  • Perform other duties as appropriate

Technical Leadership

  • Trains and/or mentors other team members, and peers as appropriate
  • Identifies opportunities to enhance the service delivery processes

Delivering Technology

  • Performs more complex quantitative and qualitative analyses for service delivery processes and projects
  • Supports existing systems and large projects in a minimum of one environment.
  • Facilitates achievement of expected deliverables and obligations.
  • Validates completeness of requirements prior to solutioning
  • Plans and coordinates complex implementation overseeing quality control of systems functional design, usability, functionality, and implementation.
  • Advises support desk on change management as it relates to support and training of new system
  • Ensures proper coordination with appropriate IT and vendor relations teams
  • Provides consultation for routine and complex systems development
  • Ensures early warning to the business stakeholder executives regarding degraded or missed service levels

Managing Projects and Policies

  • Assists in setting best practice quality assurance procedures.
  • Reviews Functional/Technical Specifications and SLA documents.
  • Reviews product documentation for compliance with standards and customer expectations.
  • Maintains awareness of new customer service methods.

Implementing and Managing Continuous Improvement Program

  • Demonstrates continuous improvement through metrics of quality consistency and client satisfaction and alignment with the industry
  • Works with service providers, IT teams, and business partners to implement continuous improvement activities
  • Responds to issues identified through feedback processes, to continually improve client satisfaction

California Applicants Only: The salary range for this position is $96,038 to $209,169 annually.

Colorado Applicants Only: The salary range for this position is $96,038 to $190,154 annually.

Hawaii Applicants Only: The salary range for this position is $116,205 to $209,169 annually.

New York Applicants Only: The salary range for this position is $96,038 to $209,169 annually.

Washington, D.C. Applicants Only: The salary range for this position is $105,641 to $190,154 annually.

Washington Applicants Only: The salary range for this position is $96,038 to $209,169 annually. In addition to the annual salary, the position will be eligible to receive an annual bonus. Employees will accrue 0.04616 PTO balance for every hour worked and eligible to receive minimum of 7 holidays annually.

All locations offer coverage for medical, dental, vision, health care flexible spending account, dependent care flexible spending account, life insurance, disability insurance, accident insurance, adoption expense reimbursements, paid parental leave, educational assistance, 401(k) plan, stock purchase plan, discounts at Marriott properties, commuter benefits, employee assistance plan, and childcare discounts. Benefits are subject to terms and conditions, which may include rules regarding eligibility, enrollment, waiting period, contribution, benefit limits, election changes, benefit exclusions, and others.

Marriott HQ is committed to a hybrid work environment that enables associates to Be connected. Headquarters-based positions are considered hybrid, for candidates within a commuting distance to Bethesda, MD; candidates outside of commuting distance to Bethesda, MD will be considered for Remote positions.

The application deadline for this position is 21 days after the date of this posting, July 3, 2024.

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

Marriott International is the world’s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. Be where you can do your best work,​ begin your purpose, belong to an amazing global​ team, and become the best version of you.