Job Description

Role Purpose

Supervise the governance, development and delivery of the Technology Management Service to ensure services are planned, delivered and operated effectively. Support consistent execution of service priorities, performance and commercial processes.

Key Individual Accountabilities

1. Contribute to the development and validation of monthly, quarterly, and annual service hotel forecasts by preparing inputs, tracking variances, and supporting alignment to agreed financial plans and revenue targets.
2. Support in-market Business Unit enablement cadence activities, including maintaining the service signings pipeline, tracking opportunities, and coordinating stakeholder engagement to ensure accurate visibility and timely follow-up.
3. Support the identification, documentation, and prioritization of service enhancements and capability development initiatives, providing analysis and recommendations to strengthen the Technology Management Service value proposition.
4. Partner with the TMS Operations Manager to support the transition of phased initiatives into live operations, including readiness activities, handover documentation, and issue tracking during go-live.
5. Ensure day-to-day compliance with established service governance requirements (legal, financial, and participation agreements) by following defined processes and escalating risks or exceptions to Service Governance leadership and corporate partners.
6. Oversee the development and dissemination of performance reporting and hotel level communications, ensuring accuracy, consistency, and relevance to inform stakeholders and support strategic and operational decision-making.
7. Champion continuous improvement initiatives, including the evaluation and implementation of enhanced Ways of Working, to drive operational efficiency, service quality, and organizational maturity across cross-functional and regional teams.

Critical Knowledge & Experience

• Experience maintaining service pipelines and supporting enablement cadences.
• Experience supporting financial planning and forecasting activities
• 5+ years’ experience of managing a fast-paced team within a function that operates 24/7
• Demonstrated project management experience in organizing, planning and executing large-scale projects from conception through implementation. Experience managing multiple projects in a technology environment.
• Demonstrated effective verbal and written communication skills for the purpose of providing and explaining technical and project related information to clients, vendors, senior management and staff.
• Minimum ITIL v3 Foundation. Other ITIL Lifecycle Modules is desirable.

At IHG, we’ve made a promise. As one of the world’s leading hotel groups, we’re here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected – wherever they are in the world. Want to be part of the journey?