Job Description

Location: Flexible

JOB SUMMARY

The Director, Tech Command Center Operations, Digital & Technology Transformation EMEA, leads the EMEA technology Command Center capability supporting D+TT deployments across the EMEA hotel estate. The role is accountable for coordinating technical readiness, technology cutover support, incident and defect management, hypercare, technical stabilization, and transition to ongoing technology support, in alignment with the Global Command Center operating model.

The Director leads the day-to-day technology operations required to prepare for and support deployment events. This includes technical readiness criteria, system and integration dependencies, technology support coverage, technical cutover coordination, incident triage, escalation, vendor engagement, operational reporting, and technical service transition across multiple deployment waves and markets.

Working closely with Global Technology, the Global Command Center, application teams, infrastructure, security, Service Desk, MTOC, ServiceNow, property technology teams, and third-party technology vendors, the Director coordinates EMEA technical support activity and maintains visibility of technical readiness, system risks, incidents, defects, support performance, and stabilization progress. The role provides technology status, risks, dependencies, and escalations into the appropriate D+TT and BTO governance forums without assuming ownership of the wider transformation program.

The role owns the technology Command Center workstream and partners with BTO and business deployment leadership, who retain accountability for overall program coordination, business readiness, property engagement, operational adoption, training, and deployment communications. The Director provides the technical readiness position, coordinates technology support, and manages technology issues and escalations while maintaining clear boundaries between technology operations and business deployment ownership.

A critical focus is the technical stability and supportability of deployed technology after cutover. The Director coordinates technical problem management, recurring-incident analysis, knowledge transfer, support ownership, unresolved technical risks, vendor actions, and handover to BAU technology teams. Business adoption, operational process change, and property readiness remain with BTO and the relevant business owners.

Success in this role requires strong technology operations leadership, Command Center discipline, deployment support and IT service management experience, and the ability to coordinate technical teams during high-pressure events. The Director must translate complex technical information into clear status, risks, options, and escalation requirements while working within established D+TT and BTO governance.

Key Responsibilities:

• Lead EMEA technology Command Center operations for D+TT deployments in alignment with the Global Command Center model and established technology governance.
• Manage the technology readiness framework, including system, infrastructure, integration, access, security, data, support, monitoring, vendor, and technical cutover prerequisites.
• Maintain technology Command Center playbooks, support rosters, operating rhythms, escalation paths, technical issue-management processes, dashboards, and performance measures.
• Coordinate technical readiness reviews with application, infrastructure, security, integration, property technology, support, ServiceNow, MTOC, and vendor teams, confirming dependencies, owners, risks, and remediation actions.
• Provide the consolidated technology readiness position to D+TT and BTO governance forums, clearly identifying technical risks, constraints, dependencies, and decisions requiring escalation.
• Partner with BTO and business deployment leadership to align technical support with the deployment plan while preserving BTO ownership of overall program coordination, business readiness, property engagement, adoption, training, and communications.
• Lead technology cutover support and technical Command Center execution, ensuring incidents, defects, integration failures, access issues, data issues, infrastructure events, and vendor dependencies are triaged, prioritized, assigned, escalated, and progressed.
• Coordinate technical support coverage and participation across application teams, infrastructure, security, Service Desk, MTOC, ServiceNow, property technology teams, and third-party vendors.
• Manage the flow of EMEA technical readiness, incident, defect, risk, escalation, and stabilization information into the Global Command Center and relevant governance channels.
• Lead the implementation and ongoing improvement of ServiceNow processes supporting deployment incidents, requests, defects, routing, escalation, dashboards, SLA monitoring, and technical knowledge capture.
• Monitor technical readiness measures, incident volumes, ticket aging, severity trends, resolution performance, recurring issues, vendor performance, and stabilization indicators.
• Prepare concise technology status reports and leadership briefings covering technical readiness, system risks, major incidents, defects, support performance, technical stabilization, and escalation requirements.
• Lead the technology stabilization process after cutover, ensuring recurring incidents, defects, open technical risks, vendor actions, monitoring gaps, and problem-management activities are assigned and progressed.
• Manage handover to BAU technology support teams, including technical ownership, knowledge transfer, support documentation, monitoring, unresolved issue management, vendor engagement, and technical exit criteria.
• Apply technical lessons learned, incident trends, root-cause findings, support data, and stakeholder feedback to improve technology readiness, Command Center operations, and future cutover support.
• Lead and develop the Technology Command Center team, providing direction, coaching, role clarity, technical operations discipline, resource coordination, and performance accountability.
• Perform other duties as needed.

Candidate Profile:

• 4-year degree from an accredited university in Information Technology, Information Systems, Computer Science, Engineering, or a related discipline; relevant professional certification preferred.
• 8+ years of progressive experience in technology operations, application delivery, infrastructure, deployment support, IT service management, hospitality technology, or technical program delivery.
• 5+ years of leadership experience preferred, including direct or matrix leadership of technical teams supporting readiness, cutover, Command Center operations, incident management, hypercare, stabilization, or service transition.
• Experience operating regional or multi-market technology Command Centers, deployment support functions, major incident processes, or technical service-transition activities.
• Strong understanding of enterprise application, infrastructure, integration, identity and access, security, networking, data, monitoring, vendor support, and service-management dependencies.
• Demonstrated ability to coordinate technical teams during complex cutovers and high-impact incidents, balancing system stability, service restoration, technical risk, and timely escalation.
• Strong knowledge of ITSM practices, including incident, problem, change, release, knowledge, service level management, operational readiness, stabilization, and transition to BAU support.
• Experience with ServiceNow and technology operations tooling; experience using dashboards and analytics platforms to monitor readiness, incidents, support performance, and stabilization preferred.
• Knowledge of hotel technology environments, including PMS, CRS, interfaces, integrations, property infrastructure, support models, and operational dependencies preferred.
• Proven ability to work across Global Technology, application teams, infrastructure, security, Service Desk, MTOC, property technology teams, technical vendors, and business deployment partners while maintaining clear technology ownership.
• Strong vendor management experience covering technical readiness, support coverage, escalation, SLA performance, defect resolution, and service improvement.
• Ability to translate complex technical risks, incidents, dependencies, and support gaps into clear status, options, recommendations, and escalation requirements for technical and non-technical stakeholders.
• Strong operational planning, facilitation, communication, and stakeholder-management skills, with the ability to coordinate multiple deployment waves and competing technical priorities.
• Strong analytical judgment, structured problem-solving, composure under pressure, and disciplined follow-through.

WHY JOIN MARRIOTT INTERNATIONAL?

Marriott International has been recognized as one of Fortune’s 100 Best Companies to Work For™ in 2026 by Great Place to Work®. This is a reflection of our people-first culture, commitment to wellbeing, and collaborative workplace. This accolade joins a growing list of regional honors, reinforcing our dedication to creating an exceptional environment where associates thrive.

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.

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