Job Description

Radisson Hotel Group is one of the world's largest hotel groups with ten distinctive hotel brands, and more than 1,500 hotels in operation and under development in 95+ countries. The Group’s overarching brand promise is Every Moment Matters with a signature Yes I Can! service ethos.

People are at the core of our business success and future. Our people are true Moment Makers and together we bring the culture, spirit, environment and opportunities that empower you to be your best, every day, everywhere, every time. Together, we make Every Moment Matter.

The primary mission of this role is to lead the service management and customer success operations of our brand web and mobile applications. You will ensure stable operations, excellent service performance, strong stakeholder engagement, and continuous improvement across all digital platform services.

Role purpose

1. Service Management & Operations

• Own the end‑to‑end service lifecycle for digital platforms and mobile apps
• Ensure stable, predictable operation of digital platforms
• Coordinate with support teams and ensure proper ticket routing
• Monitor platform health, alerts, and performance dashboards
• Drive root cause analysis and follow‑up actions

2. Customer Success & Stakeholder Management

• Act as the primary point of contact for digital stakeholders
• Translate business needs into service improvements
• Communicate outages, incidents, and planned maintenance
• Present service performance reviews to stakeholders

3. Vendor & Partner Coordination

• Manage relationships with third‑party suppliers supporting the platform
• Ensure partners deliver to expectations and contractual SLAs
• Participate in sourcing decisions and vendor performance reviews

4. Continuous Improvement & Automation

• Identify automation opportunities across support processes
• Improve monitoring, alerting, and reporting
• Lead service improvement initiatives and “go‑back‑to‑green” plans
• Maintain and enhance knowledge base articles

5. Reporting & Governance

• Provide KPI, SLA, and trend reporting (daily/weekly/monthly)
• Support audit, compliance, and governance requirements

Qualifications

Location:

• Madrid.

Language Skills:

• Professional English proficiency (spoken and written) is required.

Must-Have Experience:

• 2/3 years' experience in Service Management/ Customer success management roles.
• Proven experience in Client relationship management & stakeholder engagement.
• Incident management and coordination.
• Problem Management and root cause analysis.
• Vendor and partner management experience.
• Strong analytical and reporting skills, across technical and non-technical stakeholder.
• Successful track record for complex support services to achieve SLAs, KPIs and objectives

Highly Desirable Experience:

• Experience with Digital Web & Mobile App operations
• Working experience on multicultural/cross culture environments.
• Experience with enterprise‑scale digital platforms
• Hospitality industry experience

Travel Requirements:

• Up to 20% travel (minimal).

Soft skills

• Excellent communication (technical and non‑technical)
• Strong stakeholder management
• Customer‑centric mindset
• High attention to detail and analytical rigor
• Ability to work in fast‑paced, matrixed environments

Minimum education:

• University Degree in Computer Science, Engineering, or related field
• Cloud, agile and/or DevOps certifications preferable.

Additional Information

Why Join Radisson Hotel Group?

Live the Magic of Hospitality - Be part of a team that creates exceptional experiences and memorable moments every day. Let your Yes I Can! spirit shine as you bring hospitality to life.

Build a Great Career - No matter your background or experience, we invest in your growth, learning, and career development—helping you reach your full potential.

Experience the Team Spirit - Join a workplace that’s inclusive, fun, and meaningful. We celebrate diversity, support one another and foster a sense of belonging through our Employee Resource Groups and inclusion initiatives.

Lead with Your Ambition - Your ideas, passion and drive matter! We empower you to make a difference—in hospitality, your community and beyond.

Enjoy Global & Local Perks - No matter where you’re located, you’ll enjoy exclusive global benefits - like special hotel rates for you and your loved ones at our hotels worldwide. Plus, you’ll have access to local perks and rewards tailored to your country, making your experience even more rewarding!

Enjoy benefits such as - up to 53% off your stay as a Team Member at over 1,500 Radisson Hotels worldwide

Guaranteed minimum of 30% off for your Friends & Family Exclusive Discounts on Breakfast, Food & Beverage, Spa and more.

Join us in shaping the future of hospitality! If you’re ready to bring your talent, energy, and passion, we’d love to hear from you.

Apply now and let’s make every moment matter.

We welcome applicants from all backgrounds, abilities, and experiences. If you need any adjustments during the application process, please let us know.

The description of functions is merely indicative and not exhaustive. Accordingly, the employee shall perform any other duties inherent to the labour position and their professional group, in accordance with the company's directives.