Title: Dir-Information Technology - Network Services
Location: USA-MD-Bethesda-Marriott International HQ
Job Number: 13000UYA
JOB SUMMARY
Validates that value is achieved as anticipated from the sourced network services, that overall services and the service levels are maintained and continually improved, that any problems with the day-to-day delivery of services are minimized. Manages the performance compliance to the service level agreements (SLAs) through regular performance reporting, monitoring of service level infractions and developing new SLAs and metrics as needed. Manages the continuous improvement and cost reduction opportunities.
Marriott International offers you the opportunity to find the hospitality job and career journey that's right for you. With more than 1100 managed properties and 18 brands you'll find us in your neighborhood and in more than 74 countries across the globe. Find Your World™ at Marriott.
Qualifications:
CANDIDATE PROFILE
Education and Experience
Required:
• 5 years of telecom IT leadership experience
• Direct management of complex budgets in excess of $2M direct and indirect costs
• Direct management of cross functional, sourced, or matrixed teams
• Direct management of customer facing service applications
Preferred:
• Proven management experience with end-application build and delivery
• Experience with and knowledge of IT outsourcing activities in a managed services environment
• Strong understanding of ITIL v3 Framework
• Good 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
• Graduate degree
• Solid understanding of IT financial structures and ability to manage corporate financial practices and standards – including drivers of process costs
• Strong verbal and written communication skills with the ability to articulate complex technical ideas in easy to understand business terms
• Ability to present ideas in business-friendly and user-friendly language
• Ability to accomplish results through others, particularly by establishing relationships, effective controls and leading in a managed service environment
CORE WORK ACTIVITIES
• Provides leadership, oversight, governance and strategic direction related to the Network Services that are required to enable the delivery of IT services.
• Provides input to the overall architecture and governance model and will provide technical leadership, oversight, standardization and validation of the effectiveness of the infrastructure servers.
• Sponsors the efforts on researching, designing, and implementing software components that are standards based, high performance, highly available and secure delivering the required business functionality.
• Educates internal and external users of the technologies to continually improve the knowledge and skill-base of the organization on how best to operate and support the infrastructure services.
Network Service Technologies include:
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• Network Load Balancers
• Dynamic Host Connection Protocol (DHCP)
• Network Access Control (NAC)
• Network Routers and LAN Switches
• Global Traffic Management
• Content Delivery Networks
• Network Capacity Management
• Telecom Vendor Management
• VOIP, SIP, SSB technologies and delivery methodologies
• PBX technologies
• Voicemail technologies
• Understands the business and customer needs to introduce solutions that grow the bottom line and/or speed time to market.
• Provides documents with a focus on how Network Services will be leveraged in the solution architecture.
• Leads the evaluation and selection of Network Services products.
• Works closely with the enterprise architect to facilitate the alignment of plans with delivery.
• Institutes governance based on best practices and facilitates proper alignment to projects and major initiatives
• Sponsors analysis of the current environment to detect critical deficiencies and recommend solutions for improvement.
• Sponsors analysis of technology industry and market trends to determine their potential impact on the Service Services architecture.
• Supports Solution and Domain Architecture by providing architecture direction in terms of technology, software and infrastructure for projects in the delivery life cycle
• Utilizes capability modeling to align Network strategy and planning with business strategy and goals.
• Promotes the benefits of Network services to the organization educate the team on Network system concepts.
• Consults with project teams to identify when it is necessary to modify Network services to accommodate project needs.
• Consults with architecture teams to identify when it is necessary to modify the technical architecture to accommodate infrastructure needs.
• Oversees the documentation of network architecture design and analysis work.
• Defines, designs, implements and promotes standard configuration and change management, processes and practices.
Managing Network Services Activities
• Works with direct reports to facilitate consistent delivery of Network technologies
• Facilitates compliance with the standards set of tools and processes that will drive consistency and predictability with the services for all client groups including:
o Estimating standard tools and processes, incorporating flexibility for small and large projects
o Deployment standard tools and processes
• Leads the resolution of provider incidents, problems, changes, release management, and other ITIL processes
• Communicates to IT Delivery leaders opportunities to create broader IT related and corporate standards and policies where necessary
• Communicates important Network program changes that affect service provider and /or Marriott operations
Managing Day-To-Day Relationships with Teams
• Manages Network Services in partnership with IT teams, business partners and providers
o Develops and maintains engineering and provisioning standards for networks and validates compliance by the Service Provider
o Assist with the planning of Network security measures
o Validates that Network capacity meets existing and future requirements
o Develops and maintains connectivity architectures, strategies, standards and validates compliance by Service Providers
o Monitors progress of Network projects
o Oversees effective reporting within the Network team
o Leads project reviews with team
o Manages and works to minimize outages and facilitate recovery. Establishes contingency plans
o Monitors projects for alignment with defined business case process
o Drives timely resolution of escalated service delivery problems and minimizes the impact of any client service delivery issues
o Manages, and improves service level reporting to Network
o Provides early warning to the appropriate Business Partnership & Planning leaders and team regarding degraded or missed service levels
o Assists with application, development and maintenance of service provider project management standards and tools
o Collaborates across IT delivery and engages service providers to promote client satisfaction
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• Works with Network service providers
o Validates the service provider(s) performs the services agreed to by the master services agreement in a manner that is consistent with both the spirit and the letter of agreement
o Manages Network performance through SLAs and other key performance metrics
o Manages process for minor enhancements
o Works with team to progress the service providers services to match client needs
o Facilitates team and service provider compliance with the agreement
o Validates service levels meet business needs
• Supports the IT organization
o Provides input to IT’s business strategy and planning as needed
o Supports and follows defined IT Governance decision rights, standards and practices
o Emphasizes accuracy and effectiveness of estimating and planning management with team
o Provides input to business/discipline and continent IT budgets
Implementing and Managing Continuous Improvement Program
• Demonstrates continuous improvement through metrics of quality consistency and client satisfaction
• Works with application development service providers, IT teams, and business partners to implement continuous improvement activities
• Responds to issues identified in project surveys or other feedback processes, to continually improve client satisfaction
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MANAGEMENT COMPETENCIES
Leadership
• Professional Demeanor - Exhibiting behavioral styles that convey confidence and command respect from others; making a good first impression and representing Marriott in alignment with its values.
• Problem Solving and Decision Making - Identifying and understanding issues, problems, and opportunities; obtaining and comparing information from different sources to draw conclusions, develop and evaluate alternatives and solutions, solve problems, and choose a course of action.
• Adaptability - Maintaining performance level under pressure or when experiencing changes or challenges in the workplace.
Managing Execution
• Driving for Results - Setting high standards of performance for self and/or others; assuming responsibility for work objectives; initiating, focusing, and monitoring the efforts of self and/or others toward the accomplishment goals; proactively taking action and going beyond what is required
• Building and Contributing to Teams - Leading and participating as a member of a team to move toward the completion of common goals while fostering cohesion and Network among team members.
Building Relationships
• Coworker Relationships - Interacting with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships.
• Customer Relationships - Developing and sustaining relationships based on an understanding of customer needs and actions consistent with Marriott's Spirit to Serve.
• Fostering Inclusion - Supporting associates with diverse styles, abilities, motivations, and/or cultural perspectives; leveraging personal differences to achieve objectives; and promoting a work environment where all associates are given the opportunity to contribute to their full potential.
Generating Talent and Organizational Capability
• Talent Management - Providing guidance and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.
Learning and Applying Personal Expertise
• Technical Acumen - Understanding and utilizing 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
o Equipment Selection — Determining the kind of tools and equipment needed to do a job.
o Troubleshooting — Determining causes of mechanical or technological operating errors and deciding what to do about it.
o Mechanical — Knowledge of machines, computers, tools and other equipment, including their designs, uses, repair, and maintenance.
o Computers and Electronics — Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
o Installation — Installing computers, software, equipment, machines, wiring, or programs to meet specifications.
o Repairing — Repairing machines or systems using the needed tools.
o Telecommunications — Knowledge of transmission, broadcasting, switching, control, and operation of telecommunications systems.
o Purchasing and Materials Management - Knowledge of practices and procedures needed to maintain material, equipment and supplies; including vendor identification and contract negotiation, supply requisition and purchasing, and inventory control.
• Basic Competencies - Fundamental competencies required for accomplishing basic work activities.
o Basic Computer Skills - Using basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).
o Mathematical Reasoning - The ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues.
o Oral Comprehension - The ability to listen to and understand information and ideas presented through spoken words and sentences.
o Reading Comprehension - Understanding written sentences and paragraphs in work related documents.
o Writing - Communicating effectively in writing as appropriate for the needs of the audience. Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.
Job: Information Systems & Technology
Organization: Corporate