Manager, IT Service Desk Technologies
Company: Marriott
Location: Saint Paul
Posted on: April 28, 2024
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Job Description:
Job Number 24072147
Job Category Information Technology
Location Marriott International HQ, 7750 Wisconsin Avenue,
Bethesda, Maryland, United States
Schedule Full-Time
Located Remotely? Y
Relocation? N
Position Type Management
JOB SUMMARY
The Manager of IT Service Desk Technologies is a key leadership
role responsible for guiding the design, implementation, and
ongoing enhancement of our organization's IT Service Management
(ITSM) framework. This individual will serve as the driving force
behind ensuring that our IT services are strategically aligned with
business objectives, uphold stringent quality standards, and
consistently deliver outstanding value to both clients and
stakeholders.
Reporting to the Director, IT Service Desk Technologies this
associate will collaborate closely with senior management and
business stakeholders to ensure seamless alignment between IT
services offered through the Service Desk and the overarching
strategic goals and objectives of the organization. They remain
vigilant in staying updated on emerging technologies and trends
within the IT Service Management (ITSM) domain, strategically
leveraging innovative solutions and cutting-edge tools to enhance
service delivery and maximize operational efficiency.
You're exactly who we're looking for if you:
--- Lead the analysis of complex business processes, systems, and
requirements.
--- Can balance user, business and technical needs
--- Readily define a product's problem areas from the guest/user
perspective
--- Work with external vendors and analogous companies to obtain
additional insights, approaches, and demonstrations of
solutions.
--- Lead with a user-centric mindset
--- Thrive on creating innovative solutions to challenging user and
business problems
--- Value deadlines, set realistic expectations around them and
then meet them
CANDIDATE PROFILE
Education and Experience
--- 4-year degree from an accredited college or university,
preferably in Technology, Computer Science or equivalent combined
experience and education
--- 5+ years' overall experience working in Information Technology
including:
o Proven Experience converting business needs into technology
requirements and working within Technology to manage the execution
of projects
o Proven experience in a leadership role overseeing IT Service
Management initiatives, with a strong track record of success in
designing, implementing, and optimizing ITSM frameworks.
--- In-depth knowledge of industry-standard ITSM frameworks such as
ITIL, along with familiarity with related tools and
technologies.
--- Exceptional communication, interpersonal, and stakeholder
management skills, with the ability to effectively engage and
influence individuals at all levels of the organization.
--- Strong analytical and problem-solving abilities, with a keen
eye for detail and a commitment to delivering results.
--- Relevant certifications (e.g., ITIL certification) would be
advantageous.
--- Time management, interpersonal skills, and ability to
multi-task are a must
--- Effective written and oral communications skills; sensitivity
to global communication needs
CORE WORK ACTIVITIES
Demonstrating and Applying Discipline Knowledge
--- Develop and update IT service management policies, procedures,
and guidelines to ensure alignment with industry best practices and
organizational objectives.
--- Continuously evaluate IT service management processes (e.g.,
Incident Management, Change Management) to identify areas for
improvement and streamline workflows, enhancing overall efficiency
and effectiveness.
--- Monitor key performance indicators (KPIs) related to IT service
delivery, such as resolution times, customer satisfaction scores,
and SLA compliance, and take corrective actions as necessary to
meet performance targets.
--- Facilitate communication between IT teams, business
stakeholders, and senior management to ensure alignment of IT
services with business needs and priorities.
--- Manage relationships with IT service vendors and suppliers,
including contract negotiation, performance monitoring, and
resolution of service issues, to ensure the delivery of
high-quality services.
--- Identify and assess risks associated with IT service delivery,
such as security vulnerabilities, system failures, or service
disruptions, and develop strategies to mitigate these risks and
ensure business continuity.Keeps skills up-to-date on industry
trends and applies new knowledge to job
--- Provide training and guidance to ITSM staff on ITIL best
practices, service management tools, and organizational processes
to support professional growth and improve service delivery
capabilities.
--- Lead or participate in service improvement projects aimed at
enhancing the quality, reliability, and efficiency of IT services,
leveraging feedback from stakeholders and performance data to drive
continuous improvement.
--- Oversee the Change Management process, ensuring that proposed
changes are properly evaluated, approved, and implemented with
minimal disruption to business operations, while also maintaining
compliance with regulatory requirements and organizational
policies.
Measurement and Analytics
--- Uses tracking, metrics, segment data, and user research to
inform design decisions
--- Collaborates with product managers to ensure priorities align
with business objectives and KPIs
--- Uses various user research methodologies to get design feedback
and iterates designs based on findings
--- Breaks down designs into options/variables for A/B or
multi-variate testing
Managing Work, Projects, and Policies
--- Provides accurate estimates as to needed time to complete work
to feed project plans (and therefore personal deadlines)
--- Meets deadlines once agreed upon
--- Reports impediments to completing work and meeting
deadlines
--- Provides regular status updates to manager
--- Successfully manages multiple assignments at once
--- Works based on priorities and requests clarification if
priorities are not clear
--- Accepts critique and critiques work of others in a helpful and
professional manner
--- Communicates in a timely and appropriate manner with
teammates
Additional Responsibilities
--- Knows when issues should be escalated to manager
--- Develops relationships with members of other teams, and
leverages those relationships to answer questions
--- Develops skills in presenting work with clarity and confidence;
explains complex matters so that others can understand them
--- Demonstrates self-confidence, energy and enthusiasm
--- Performs other reasonable duties as assigned by manager
MANAGEMENT COMPETENCIES
Leadership
--- Adaptability - Maintains performance level under pressure or
when experiencing changes or challenges in the workplace.
--- Communication - Conveys information and ideas to others in a
convincing and engaging manner through a variety of methods.
--- 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.
Managing Execution
--- Building and Contributing to Teams - Participates as a member
of a team to move toward the completion of common goals while
fostering cohesion and collaboration among team members.
--- Driving for Results - Sets high standards of performance for
self; assumes responsibility for work objectives; initiates,
focuses, and monitors the efforts of self toward the accomplishment
of goals; proactively takes action and goes beyond what is
required.
--- Planning and Organizing - Gathers information and resources
required to set a plan of action for self; prioritizes and arranges
work requirements to accomplish goals and ensure work is
completed.
Building Relationships
--- Coworker Relationships - Interacts with others in a way that
builds openness, trust, and confidence in the pursuit of
organizational goals and lasting 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.
Learning and Applying Professional Expertise
--- Applied Learning - Seeks and makes the most of learning
opportunities to improve performance of self.
--- Business Acumen - Understands and utilizes business information
to manage everyday operations and generate innovative solutions to
approach business and administrative challenges.
--- 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.
California Applicants Only : The salary range for this position is
$83,550.00 to $178,603.00 annually.
Colorado Applicants Only : The salary range for this position is
$83,550.00 to $162,366.00 annually.
Hawaii Applicants Only: The salary range for this position is
$101,096.00 to $178,603.00 annually.
New York Applicants Only : The salary range for this position is
$83,550.00 to $178,603.00 annually.
Washington Applicants Only : The salary range for this position is
$83,550.00 to $178,603.00 annually. In addition to the annual
salary, the position will be eligible to receive an annual bonus.
Employees will accrue 0.04616 PTO balance for every hour worked and
eligible to receive minimum of 7 holidays annually.
All locations offer coverage for medical, dental, vision, health
care flexible spending account, dependent care flexible spending
account, life insurance, disability insurance, accident insurance,
adoption expense reimbursements, paid parental leave, educational
assistance, 401(k) plan, stock purchase plan, discounts at Marriott
properties, commuter benefits, employee assistance plan, and
childcare discounts. Benefits are subject to terms and conditions,
which may include rules regarding eligibility, enrollment, waiting
period, contribution, benefit limits, election changes, benefit
exclusions, and others.
Marriott HQ is committed to a hybrid work environment that enables
associates to Be connected. Headquarters-based positions are
considered hybrid, for candidates within a commuting distance to
Bethesda, MD; candidates outside of commuting distance to Bethesda,
MD will be considered for Remote positions.
The application deadline for this position is 14 days after the
date of this posting, 04/24/2024.
Marriott International is an equal opportunity employer. We believe
in hiring a diverse workforce and sustaining an inclusive,
people-first culture. We are committed to non-discrimination on any
protected basis, such as disability and veteran status, or any
other basis covered under applicable law.
Marriott International is the world's largest hotel company, with
more brands, more hotels and more opportunities for associates to
grow and succeed. Be where you can do your best work,--- begin your
purpose, belong to an amazing global--- team, and become the best
version of you.
Keywords: Marriott, Minneapolis , Manager, IT Service Desk Technologies, Executive , Saint Paul, Minnesota
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