VP-IT Service Management

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Marriott International HQ


Job description

Marriott International is the world’s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed.  We believe a great career is a journey of discovery and exploration.  So, we ask, where will your journey take you?

The Vice President, Technology Service Management & Availability is an executive leader responsible for the design, transformation and growth of all aspects of technology service management and availability. This leader will focus on the construction of key business and technology processes in the area(s) of incident management, problem management, change management, configuration management, capacity management and release management. In addition to business process leadership, this role will be responsible for defining, executing and maturing a comprehensive strategy around infrastructure and application monitoring, reporting and predictive response. Other areas of focus include all operations and engineering functions around the Global Service Desk and oversight over all IT Service Management frameworks and tools.


Oversees ITIL Standards, Processes, and Tools Across Service Providers

  • Sets the vision, strategy, and leadership for service management and availability
  • Manages and works to minimize outages and implements recovery and contingency plans
  • Leads a team that builds and maintains a standard set of service integration delivery tools and processes that will provide the governance for all IT teams and that will contribute to client satisfaction
  • Promotes adherence with service integration standard processes and tools 
  • Implements metrics to demonstrate continuous improvement and alignment with the industry
  • Defines, manages, and continually improves service level reporting for service integration
  • Oversees and monitors service provider problems, change management processes, and escalation procedures
  • Participates in business portfolio, demand management processes, and actively engages service providers to promote client satisfaction
  • Supports and promotes adherence to IT’s standards and processes (i.e. IT Governance, Service Management & Governance, Architecture, etc.), and provides input for improvements to the appropriate process owners as needed

Manages Day-to-Day Service Issues with and Between Service Providers

  • Manages day-to-day relationships with all IT teams to ensure service integration delivery meets or exceeds the client’s expectations
  • Builds and maintains end-to-end service integration reporting
  • Ensures all support follows the defined service integration processes
  • Leads Sarbanes-Oxley, ISP, and other regulatory compliance matters with service providers
  • Ensures the service providers perform the services agreed to by the master services agreement in a manner that is consistent with both the spirit and the letter of the agreement

Service Availability 

  • Responsible for building the team and process structure to ensure all incidents (major and minor) are properly identified, reported upon, and the incident response processes are executed to ensure minimal downtime and impact to the business
  • Leads a team that reviews incident data for trends and problems and seeks opportunities to remediate and reduce frequency of incidents
  • Builds the infrastructure and strategic approach to service transition and promote to-production exercises
  • Responsible for executing and leading the operational readiness exercises and overseeing the release to production exercises
  • Responsible for the strategy around monitoring and alerting tools and interfaces
  • Responsible for creating a communications framework and approach to ensure all aspects of technology portfolio performance is being communicated and socialized within all stakeholder communities

Service Desk

  • Responsible for developing and evolving a strategy around the delivery of high quality services from a global service desk and creating a unique and comprehensive “One Marriott” experience for all associates
  • Responsible for driving the technology strategy for tools and capabilities around the desk, inclusive of chat, text, video and self-help automation
  • Develops, matures and reports on all metrics and data points related to services from the desk and the quality of user experience

Platform Management

  • Manages the IT Delivery tools portfolio, looking for ways to eliminate tool redundancy and ensuring configuration compliance
  • Manages the ITSM platform, including administration and development of ServiceNow
  • Ensures that the organization is driving automation and lean processes into the delivery of services from the ITSM platform
  • Market thought leader in the integration of the ITSM toolset and technology portfolio, working across all standardized tools sets to create a common view of the performance of the portfolio

Cultivate a High-Performing Team

  • Create a vision, clear direction, and strategy for the team
  • Generate enthusiasm and understanding of the team vision and how each role contributes to the achievement of that vision
  • Ensure capabilities are developed and resources are aligned to support the strategy
  • Attract, motivate, develop and retain highly skilled leaders; champion and model leadership development
  • Create and sustain a work environment that drives associate engagement and enables business success
  • Ensure appropriate processes are in place and executed to drive collaboration and alignment within the team and with the broader IT organization
  • Serve as a role model and ensure all team leaders are visible and effective partners with IT counterparts, broader Marriott stakeholders, and service providers



  • Communication - Conveys information and ideas to others in a convincing and engaging manner through a variety of methods.
  • Leading Through Vision and Values - Keeps the organization's vision and values at the forefront of decision making and action.
  • Managing Change - Initiates and/or manages the change process and energizes it on an ongoing basis, taking steps to remove barriers or accelerate its pace; serves as role model for how to handle change by maintaining composure and performance level under pressure or when experiencing challenges.
  • Problem Solving and Decision Making - Identifies and understands issues, problems, and opportunities; obtains and compares information from different sources to draw conclusions, develops and evaluates alternatives and solutions, solves problems, and chooses a course of action.
  • Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values. 
  • Strategy Development - Develops business plans by exploring and systematically evaluating opportunities with the greatest potential for producing positive results; ensures successful preparation and execution of business plans through effective planning, organizing, and on-going evaluation processes.

Managing Execution

  • Building a Successful Team - Uses an effective interpersonal style to build a cohesive team; inspires and sustains team cohesion and engagement by focusing the team on its mission and importance to the organization.
  • Strategy Execution – Ensures successful execution of business plans designed to maximize customer satisfaction, profitability, and market share through effective planning, organizing, and on-going evaluation processes.
  • Driving for Results - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required.

Building Relationships

  • Customer Relationships - Develops and sustains relationships based on an understanding of customer/stakeholder needs and actions consistent with the company’s service standards.
  • Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.
  • Strategic Partnerships - Develops collaborative relationships with fellow employees and business partners by making them feel valued, appreciated, and included; explores partnership opportunities with other people in and outside the organization; influences and leverages corporate and continental shared services and/or discipline leaders (e.g., HR, Sales & Marketing, Finance, Revenue Management) to achieve objectives; maintains effective external relations with government, business and industry in respective countries; performs effectively as a liaison between locations, disciplines, and corporate to ensure needed resources are received and corporate strategies are understood and executed.

Generating Talent and Organizational Capability 

  • Organizational Capability - Evaluates and adapts the structure of assignments and work processes to best fit the needs and/or support the goals of an organizational unit.
  • Talent Management - Provides guidance and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.

Learning and Applying Professional Expertise

  • Technical Acumen - Understands and utilizes professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challenges.
  • Basic Competencies - Fundamental competencies required for accomplishing basic work activities. 
    • Basic Computer Skills - Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).
    • Mathematical Reasoning - Adds, subtracts, multiplies, or divides quickly, correctly, and in a way that allows one to solve work-related issues.
    • Oral Comprehension - Listens to and understands information and ideas presented through spoken words and sentences.
    • Reading Comprehension - Understands written sentences and paragraphs in work related documents.
    • Writing - Communicates effectively in writing as appropriate for the needs of the audience.

Education and Experience 

  • Twelve years of IT service operations experience with at least 5 years in a leadership role 
  • Five years of experience working within ITIL Frameworks in a service management and availability organization 
  • Must be at least ITIL v3 certified
  • Strong financial acumen, with experience managing complex budgets in excess of $15M
  • Direct management of cross-functional, sourced, or matrixed teams, including working with third party service providers
  • End to end infrastructure lifecycle experience, inclusive of servers, storage, data centers, databases, middleware and web/application environments
  • Experience developing and delivering large scale enterprise ITSM platforms such as ServiceNow
  • Bachelor’s Degree in Computer Science, Information Technology Management and equivalent work experience

  • Demonstrated success leading large-scale initiatives/transformations
  • Experience with and knowledge of IT outsourcing activities in a managed services environment
  • Strong understanding of the software development life cycle (SDLC)
  • Strong process management, negotiating, influencing, and problem resolution skills
  • Proven ability to effectively prioritize and execute tasks in a high-pressure environment
  • Experience in business systems and process planning
  • Knowledge of business environment, service requirements and hospitality culture
  • Demonstrated ability to assess customer/client needs, creatively approach solutions, decide and influence appropriate courses of action
  • Ability to understand and communicate the lifecycle of technologies and applications and to translate into business strategies for the client organizations
  • Strong verbal and written communication skills with the ability to articulate complex technical ideas in easy to understand business terms
  • Understanding of the quality assurance, risk management, and security considerations and their impact on the overall technology environment
  • End to end infrastructure lifecycle experience, inclusive of servers, storage, data centers, databases, middleware and web/application environments
  • Strong process management and problem resolution skills
  • Ability to accomplish results through others, particularly by establishing relationships, effective controls and leading in a managed service environment
  • Experience creating, managing and evolving service level agreements, operational level agreements, and key performance indicators
  • Graduate/post graduate degree

Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.


See description

Job type
Bethesda, MD, United States
Starting in
As soon as possible

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