Manager, PMS System Service delivery

Shangri-La Group

Shangri-La Group is a global leader in luxury hospitality with unique Asian heritage.

Headquartered in Hong Kong, we have over 100 hotels and resorts under four brands nested in key cities and beautiful beachfront locations globally. We are expanding rapidly with a strong development pipeline throughout Asia, the Middle East, Europe and Africa.

Regarded as one of the world’s finest hotel ownership and management companies, Shangri-La is dedicated to delight guests around the world with legendary service, finely tuned from over 45 years of hospitality from the heart. We have an affinity with Asian travelers and we offer them a gateway to the rest of the world, positioning us a leading brand in luxury hospitality.

As an enviable employer with industry leading levels of colleague engagement, our people are our priority. Our success is only made possible through the efforts and abilities of over 42,000 colleagues worldwide. In accordance with this belief, the focused investment we make in the learning and development of our colleagues is unparalleled in the global hospitality industry. From welcoming new colleagues, to best in class leadership development, you can be sure that potential is identified and nurtured throughout your career.

We are now looking for a PMS System Service Delivery Manager to join our Technology Team. You will be responsible for the overall Property Management System (PMS) end-to-end service delivery to hotels in China. To ensure the system service and guaranteed availability aligned with the committed service level.

As a PMS System Service Delivery Manager, we rely on you to:

• To ensure the Property Management System (PMS) end-to-end services deliver to hotels and meet agreed the service level.
• Incident and support management, conduct impact analysis and prioritize the system operation related activities such as service requests, incident tickets, change requests and maintenances.
• Work with supervisor to review and refine the support and operation workflow to optimize the service processes, communication to hotels end-users.
• Work together external partners as Level 1 to manage the overall end-to-end service, with IT team as well and provide to manage hotel operation impact in quick response service manner.
• System Service & operation review and manage the SLA fulfilment of vendors.
• Conduct periodic checking and validation to ensure the PMS system comply to Shangri-la IT policies and audit requirements.

We are looking for someone who:

• Minimum 3 years solid experienced in IT service delivery and service management role.
• Knowledge in the IT service management standard (ITIL) and service delivery.
• Preferred 2 years of experience supporting integrated hospitality systems such as: Opera PMS, POS, etc
• ITIL Certification preferred.
• Experience working in a global or regional environment supporting remote users.
• Knowledges in ITSM Tools (ManageEngine, ServiceNow, JIRA..etc)