Job Description

Job Summary

As a key member of the Global Service Desk leadership team, the Director, Application Support Desk manages delivery or application help services for application help organization. Validates that value is achieved as anticipated from the organization and that overall services and the service levels are maintained and continually improved, that any problems with the day-to-day delivery of services are minimized. Manages performance compliance to the service level agreements (SLAs) through regular performance reporting, monitoring of service level infractions and developing new SLAs and metrics as needed. Manages continuous improvement and cost reduction opportunities. Continually monitors and ensures that high degree of customer satisfaction is delivered by the organization. Directs activities and works with customers to provide high level of customer care in service scenarios that do not proceed according to established SLA’s and/or in accordance with customer needs and expectations. Where appropriate, follows up with customers to collect additional information and provide service documentation to ensure clarity around requirements and current service offerings. Helps to shape service catalog to address solutions needed by the customer community.

Required:

• Undergraduate degree or equivalent work experience and certifications
• 8+ years of IT leadership experience that include IT Service Delivery and one or more of the following:
• Technical Service Desk
• Customer facing /revenue generating environment
• 5+ years of experience managing technical teams
• 5+ years of experience managing other managers
• Direct management of complex budgets in excess of $5M direct and indirect costs
• Direct management of cross functional, sourced, or matrixed teams

Preferred:

• ITIL v4 Certification
• Marriott hotel operations leadership experience
• Proven management experience with end-user service integration and delivery
• Experience with and knowledge of IT outsourcing activities in a managed services environment
• Good process management, negotiating, influencing 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
• Graduate degree
• Solid understanding of IT financial structures and ability to manage corporate financial practices and standards – including drivers of process costs
• Strong verbal and written communication skills with the ability to articulate complex technical ideas in easy-to-understand business terms
• Ability to present ideas in business-friendly and user-friendly language
• Ability to accomplish results through others, particularly by establishing relationships, effective controls and leading in a managed service environment

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates.  We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.