Job Description

What is the job?

As Portfolio IT Manager, you’ll lead and oversee IT operations across the Holiday Inn Express Samhi portfolio, ensuring reliable, secure and efficient technology services across all hotels. You will lead the portfolio IT team, drive service standards, manage vendors and IT initiatives, and act as the key technology partner to hotel leadership and the relevant IT leadership team.

Your day to day

Portfolio IT Operations & Infrastructure

• Provide overall IT leadership and operational oversight across the portfolio, ensuring consistent IT standards and service delivery across hotels.

• Monitor VM, server, network, domain, DNS and other critical infrastructure health; ensure alerts and incidents are resolved or appropriately escalated.

• Review previous-day call logs, open incidents and pending tasks and drive timely closure with the respective hotel IT resources and vendors.

• Ensure availability and continuity of local IT resources across hotels and escalate resource or service gaps to the relevant IT leadership and vendors.

• Ensure task trackers, checklists, IT documentation and routine operational records are maintained and reviewed across the portfolio.

Hotel Systems & IHG Technology

• Oversee the performance and availability of hotel applications, EPABX and other IHG technology platforms used across the portfolio.

• Understand business and user requirements, coordinate with vendors and relevant technology teams, and ensure timely resolution of application or system issues.

• Lead the planning and rollout of applications, patches, technology initiatives and IHG programs across hotels in alignment with approved standards.

• Ensure CSA documentation, user creation processes, troubleshooting guides and vendor call logs are maintained and periodically reviewed.

• Drive adherence to IHG technology standards, information security requirements and PCI DSS practices.

Team Leadership & Capability Building

• Lead, coach and develop portfolio IT resources and local hotel IT teams to deliver consistent service standards.

• Manage team rosters and resource deployment based on business requirements and hotel priorities.

• Train and mentor team members on VM, backup, restoration, CSA, hotel applications, call logging and routine IT processes.

• Support onboarding of new IT resources and ensure they are trained on portfolio standards, hotel systems and escalation processes.

• Review team performance, identify capability gaps and implement actions to improve team efficiency and service quality.

Vendor, SLA & Stakeholder Management

• Manage day-to-day coordination with IT vendors and service partners across the portfolio.

• Monitor vendor performance and SLA adherence; identify deviations and drive corrective action and timely closure.

• Act as the key IT point of contact for Hotel GMs, HODs and users for portfolio-level technology support and escalations.

• Collect feedback from Hotel GMs and users on IT services and local IT support and translate feedback into improvement actions.

• Ensure AMC, ILL and other IT-related bills are followed up with Finance and resolved within agreed timelines.

Budget, Projects & Continuous Improvement

• Work with the relevant IT leadership on portfolio IT budgeting, forecasting and cost control.

• Maintain IT inventory and ensure assets, licences and related documentation are accurately tracked.

• Identify opportunities to improve user experience, system reliability, process efficiency and portfolio IT service delivery.

• Support and lead portfolio-wide IT projects, technology upgrades and new initiatives from planning through implementation.

• Ensure risks, dependencies, timelines and business impact are clearly communicated to stakeholders.

What we need from you

• Bachelors in Computer Science, Information Technology or a related field.

• Relevant experience in hotel IT operations, infrastructure support, IT service management or a similar environment, with demonstrated experience leading teams or multiple locations.

• Strong working knowledge of networks, operating systems, servers, databases, hotel applications and IT infrastructure.

• Experience managing vendors, SLAs, IT projects, budgets and service delivery across multiple locations.

• Knowledge of PCI DSS and information security practices.

• Strong analytical, troubleshooting, communication, stakeholder-management and leadership skills.

• A proactive, accountable and service-oriented leader who can work under pressure and manage competing portfolio priorities.

How do I deliver this?

• Maintain portfolio-wide IT service standards and review operational performance regularly.

• Keep rosters, trackers, checklists, inventory and documentation current.

• Drive timely closure of incidents, open tasks and vendor escalations.

• Regularly connect with Hotel GMs and IT teams to understand priorities, risks and feedback.

• Coach the team, strengthen capability and identify opportunities to improve portfolio IT efficiency.

What we offer
5-day work week
On-duty meals
Medical insurance & ESIC (as applicable)
Learning & development opportunities
Employee stay and F&B discount across IHG hotels (as applicable)
Global Internal transfer mobility within IHG (optional, subject to eligibility & NOC)