Cluster IT Manager

Overview of Position’s Responsibilities

In this leadership position, the Associate holds Accountability for the properties in scope. 

Key focuses in this role are:

• Lead and operate the iT disciplines for the properties assigned and managed offices in scope. 
• Manage a team of iT resources.
• Provide support to Cluster iT Director for Owner relations and negotiations on iT matters.
• Once handed over from the Cluster iT Director, accountable for new opening/acquisition construction oversight.
• Accountable for new opening/acquisition countdown and live operation.
• Management Property Internet Support 
• Support Cluster iT Director on vendor management
• Responsible for day to day Hotel and Company Office iT operations as assigned.
• Act as Cluster iT Director in his/her absence.

General

• Achieve balanced scorecard and annual goals as set.
• Accountable for the overall IT operating health/targets of assigned Hotels and Company Owned and Managed Offices.
• Accountable for keeping Cluster iT Director informed of iT technology environment, issues, initiatives and opportunities. 
• Responsible for Operational alignment with business partners and other local cluster teams to provide executive management support for iT operations at the designated locations.
• Engages with, and primary escalation point, for Property Executive Committee. 
• Escalation and discipline lead for Cluster iT team assigned.
• Maintain operations direction and tie effectively to the iT long range plan.

People

• Responsible for all associates .
• Responsible for talent development for Associates assigned.
• Accountable for assigned properties vendor relationships/contracting/service levels. 

Product

• Responsible for the research of technology products in-the assigned property. 
• Responsible for technology pilots that occur in assigned cluster.
• Process
• Facilitate the management of iT Cluster budget. 
• Engages with, and primary escalation point for Property GM, DOF and other Department Heads.

Stakeholders              

•  Area Director iT Operations
• Regional Director iT Operations
• Continent iT Team
• Property Management primarily the GM and DOF and other Executive Committee team members 
• Infrastructure vendors
• Local hardware, software and service vendors 
• Business leader of the company managed offices

Measurements of Success

• General
  • Meet or exceed SP rating for assigned balanced scorecard and annual goals.
  • Meet Network security compliance.
  • Support operations directions and tie effectively to the iT long range plan.
  • Pass technology related Internal and PCI audits.
  • Meet iT PCI related audit compliance.
  • Meet iT Technology Internal Audit compliance.
  • Manage iT costs and reduce where feasible.
  • Remediate appropriate findings from owner audits.
  • Ensure process and procedures for PI management including guest engagement, installation support, regular maintenance and test are properly rolled out and generate the PI related reports.
• People
  • Foster positive relationships with all stakeholders.
  • Ensure Vendor relationships are highly collaborative and contracts/service levels are appropriate. 
  • Accomplish Associate related initiatives.
  • Meet Engagement Score targets.
  • Be seen as an effective individual contributor and team player.
  • Be seen to demonstrate leadership competence through effective and considerable delegation.
  • As appropriate, grow existing iT Clusters. Make recommendations to Cluster iT Director regarding the long term Organization structure.
  • Ensure vacation planning is effective for all direct reports. 
  • Ensure the accomplishment of iT Induction for new Property Leadership team members, business council and cluster operation leaders.
  • Mentor 2 high potential Associates on an ongoing basis.
  • Readily critique own behavior to acknowledge mistakes and improve future leadership performance. 
  • Act independently to improve and increase skills and knowledge.
• Product
  • Work with Cluster iT Director on certifying new products as required.
  • Facilitate technology pilots are managed effectively.
• Process
  • Activate iT escalation on a timely and effective basis, follow up and close out.
  • Facilitate iT CAPEX preparation for properties according to the schedule. 
  • Take a lead role in any major finding remediation efforts. 
  • Meet Marriott’s Security Standards and PCI requirements in the properties.

Specific Responsibilities

• General
  • Keep accurate status documentation (goals, scorecard, LPP tracking) 
  • Proactively seek to achieve balanced scorecard and goals by leveraging resources and ideas to achieve desired results. 
  • Pay appropriate attention to properties in scope to ensure iT operations are running smoothly.
  • Meet with business point of contact of each property (usually GM and DOF) or office in person at least once every two months to seek feedback and provide effective updates on iT activities and plans. Produce follow-up report, action plans and information distribution. 
• People
  • Be the lead iT Vendor relationship owner for properties in scope. 
  • Ensure effective induction program for new Associates or those in new or different roles. 
  • Perform LPP’s on a timely basis and allocate sufficient time, research and effort to ensure the process effectively benefits the development of direct reports.
  • Ensure adequate communication, training and execution of all Talent development programs and related initiatives to direct reports. 
  • Develop a personal management style that brings positive results from Associates. 
  • Build and maintain positive and effective relations with direct team members.
• Product
  • Facilitate Cluster iT Director to put resources in place to ensure owners have sufficient vendor choices in each market/city.
  • Where assigned, facilitate pilot phase early review/completion/recommendation report and relevant documentation.
• Process
  • Maintain an IT related inventory for all properties/offices in cluster.
  • Ensure the execution and tracking of rollouts on a timely basis.
  • Ensure resources are assigned to iT escalation processes and that tracking processes are effective and meet the SLA’s. 
  • Monitor effective flow of issue management amongst Continent Support Desk, vendors and Cluster organizations.
  • Implement at least 90% of Cluster best practices and suggest enhancements to benefit the wider iT community. 
  • Attend the bi-weekly iT Education Calls
  • Ensure planning and accomplishment of technology disaster and contingency plan testing for each property and office.