IT Manager (Operations)

About the role

The Corporate IT Manager (Operations) provides operational support to the IT teams across the Group's hotels. The role serves as a key escalation point for hotel IT operations and works closely with Hotel IT Teams, Corporate IT, business stakeholders and technology vendors to ensure consistent and reliable IT service delivery. The role is also responsible for driving IT operational excellence, standardisation and continuous improvement across the hotels, while ensuring compliance with Group IT standards, security policies and regulatory requirements.

Key responsibilities

• Provide leadership, guidance and operational oversight to Hotel IT teams to ensure effective and consistent IT service delivery across hotels.
• Act as the key escalation point for major, complex or recurring IT issues and facilitate resolution with Hotel IT, Corporate IT and technology partners.
• Coach and develop Hotel IT teams, promoting knowledge sharing, collaboration and consistent operational practices.
• Monitor overall IT service performance and drive improvements in service quality, reliability and operational effectiveness.
• Drive standardisation and continuous improvement of IT processes, procedures and service delivery across hotels.
• Establish appropriate operational standards, KPIs and service metrics to monitor performance and identify areas for improvement.
• Review recurring incidents, service issues and operational trends, ensuring root causes and appropriate corrective actions are addressed.
• Identify opportunities to optimise technology services, processes and vendor support across hotels.
• Ensure hotel IT operations align with Group IT policies, standards, governance and security requirements.
• Collaborate with Corporate IT and Security teams to support cybersecurity, PCI DSS, audit and other applicable compliance requirements.
• Monitor IT operational risks and ensure appropriate mitigation and remediation actions are implemented.
• Support internal and external audits and ensure findings are appropriately addressed within agreed timelines.
• Provide oversight of hotel IT infrastructure, applications, systems and technology platforms to ensure operational reliability and alignment with Group standards.
• Support Group IT projects, technology deployments and major changes impacting hotel operations, ensuring appropriate operational readiness and handover.
• Support business continuity and disaster recovery readiness across hotel IT operations.
• Identify opportunities to improve technology capabilities, resilience and operational efficiency across hotels.
• Build strong working relationships with Hotel IT teams, hotel management, Corporate IT and technology partners.
• Work with technology partners and vendors to address service performance issues and drive continuous improvement.

About you

• Minimum 3 - 5 years of relevant IT experience, preferably in hospitality and multi-property environments.
• Experience in managing, leading or providing operational oversight to IT teams.
• Good understanding of hotel IT infrastructure, applications, network and enterprise systems.
• Experience in IT service management, incident/problem management and process improvement.
• Experience managing IT vendors and service providers.
• Strong analytical, problem-solving, communication and stakeholder management skills.
• Strong leadership and interpersonal skills with the ability to work across Hotel IT and Corporate IT teams.
• Good command of written and spoken English.