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IT Service Delivery Manager - North & Western Europe (NOWE)
Radisson Hotel Group, Madrid Office-Information Technology
IT Service Delivery Manager - North & Western Europe (NOWE)
Radisson Hotel Group, Madrid Office-Information Technology
Full Time
3
Years
Experience
To be discussed
IT Service Delivery Manager - North & Western Europe (NOWE)
Radisson Hotel Group, Madrid Office-Information Technology
Full Time
3
Years
Experience
To be discussed
Skills
Communication
Fluent English
Problem solving
IT Service Delivery Management
ITIL
Description
Radisson Hotel Group is a leading hospitality company serving as a true
host and best partner to guests, owners, business partners and talent. Our
unique hotel brands offer award-winning and exceptional hotel experiences,
originating from our strong Scandinavian heritage of design and innovation. Our
brands embody our modern vision of hospitality, including authentic local
tastes, stylish living design, unique locations and vibrant social scenes.
Radisson Hotel Group brings a refreshed commitment to hospitality leadership to meet the changing travel industry and the bespoke needs of our guests. We provide exceptional service in all of our hotels across the globe and strive to deliver a hospitality experience that is beyond guest expectations.
Role purpose:
To ensure highest IT service quality standards are met on the +170 properties in North & Western Europe (NOWE), by supporting the NOWE Area IT Director (AITD) with:
- IT operations, including new hotel openings, deployment of hardware, support hotel specific projects.
- Communicate with key stakeholders, ensure all hotels get the same quality of service.
- Oversee local IT (insourced and outsourced) in different stages of the delivery process.
- Hold all service departments and team members within these teams accountable for carrying out the required processes and tasks and providing great customer service.
- Maintain security and compliance against hotel IT Activities
Accountabilities:
1. Drive communication with hotels and 3rd party
- Monitor SLA’s
- Build and maintain partnerships
- Assessing feedback from hotels and improve procedures accordingly to ensure great customer service is provided at all times
- Manage expectations and be the contact for escalations.
- Support as needed to the property IT and relevant vendors for system integration
2. HITA (Hotel IT Activities)
- Ensure Hotel IT activities are completed in each hotel
- Follow up with hotels if not completed
- Provide clarity on value of HITA and instructions how to complete
- Assist the Hotels with security precautions and compliance (HSIA standards, PCI, GDPR, Audits)
3. Support future hotel opening projects and conversions.
- From design and development to production
- Maintain reporting/overview on all openings
- Status, vendors, resources required, compliance to standards
- Follow up and on checklists, deviations, sign offs, project deliverables, goals and milestones
4. Supporting hotels on EMMA Migrations as per Area IT RACI Model
5. Conduct IT Audits.
This is an individual contributor role with an indirect span of control of up to 80 FTEs (LITM & 3rd party).
NOWE facts:
+170 properties across 11 countries. 11 openings planned for 2025
8300 users & 6600 workstations and servers supported.
Role Requirements:
Minimum 3 years experience on similar jobs
- Strong leadership skills in order to motivate effectively and to ensure that all local IT have the knowledge they need to do their jobs well
- Strong interpersonal skills, communicate with the teams, give clear instructions, and provide great customer service
- Good computer skills to analyze data and create reports
- Need to work well as part of a team, to take on tasks during busier periods to help colleagues, and to be of assistance or offer guidance to other team members
- Analytical skills and the ability to interpret information from numerous sources to prepare and present reports.
Behaviours:
o Confidence with a “can do” but realistic attitude- wanting to work collaboratively.
o Flexible and adaptable to changing environment e.g. external and business challenges – extremely well organised
o Strong planning skills and commercial awareness
o Good listener and a confident in creating exec level content and its presentation
o Strong leadership skills including people management, coaching, mentoring and direction setting
o Willingness to challenge the status-quo to achieve a better outcome
o Excellent interpersonal & communication skills
o Excellent decision making and problem-solving skills
o Strong influencing and negotiating skills
o Conflict management
|
Minimum education: · Bachelor’s degree in Information Technology, Computer Science, or a related field; a master’s degree or MBA is preferred. Location: · Madrid, Spain Language skills: · Full understanding and skilled in both written and spoken English language. |
Radisson Hotel Group is a leading hospitality company serving as a true
host and best partner to guests, owners, business partners and talent. Our
unique hotel brands offer award-winning and exceptional hotel experiences,
originating from our strong Scandinavian heritage of design and innovation. Our
brands embody our modern vision of hospitality, including authentic local
tastes, stylish living design, unique locations and vibrant social scenes.
Radisson Hotel Group brings a refreshed commitment to hospitality leadership to meet the changing travel industry and the bespoke needs of our guests. We provide exceptional service in all of our hotels across the globe and strive to deliver a hospitality experience that is beyond guest expectations.
Role purpose:
To ensure highest IT service quality standards are met on the +170 properties in North & Western Europe (NOWE), by supporting the NOWE Area IT Director (AITD) with:
- IT operations, including new hotel openings, deployment of hardware, support hotel specific projects.
- Communicate with key stakeholders, ensure all hotels get the same quality of service.
- Oversee local IT (insourced and outsourced) in different stages of the delivery process.
- Hold all service departments and team members within these teams accountable for carrying out the required processes and tasks and providing great customer service.
- Maintain security and compliance against hotel IT Activities
Accountabilities:
1. Drive communication with hotels and 3rd party
- Monitor SLA’s
- Build and maintain partnerships
- Assessing feedback from hotels and improve procedures accordingly to ensure great customer service is provided at all times
- Manage expectations and be the contact for escalations.
- Support as needed to the property IT and relevant vendors for system integration
2. HITA (Hotel IT Activities)
- Ensure Hotel IT activities are completed in each hotel
- Follow up with hotels if not completed
- Provide clarity on value of HITA and instructions how to complete
- Assist the Hotels with security precautions and compliance (HSIA standards, PCI, GDPR, Audits)
3. Support future hotel opening projects and conversions.
- From design and development to production
- Maintain reporting/overview on all openings
- Status, vendors, resources required, compliance to standards
- Follow up and on checklists, deviations, sign offs, project deliverables, goals and milestones
4. Supporting hotels on EMMA Migrations as per Area IT RACI Model
5. Conduct IT Audits.
This is an individual contributor role with an indirect span of control of up to 80 FTEs (LITM & 3rd party).
NOWE facts:
+170 properties across 11 countries. 11 openings planned for 2025
8300 users & 6600 workstations and servers supported.
Role Requirements:
Minimum 3 years experience on similar jobs
- Strong leadership skills in order to motivate effectively and to ensure that all local IT have the knowledge they need to do their jobs well
- Strong interpersonal skills, communicate with the teams, give clear instructions, and provide great customer service
- Good computer skills to analyze data and create reports
- Need to work well as part of a team, to take on tasks during busier periods to help colleagues, and to be of assistance or offer guidance to other team members
- Analytical skills and the ability to interpret information from numerous sources to prepare and present reports.
Behaviours:
o Confidence with a “can do” but realistic attitude- wanting to work collaboratively.
o Flexible and adaptable to changing environment e.g. external and business challenges – extremely well organised
o Strong planning skills and commercial awareness
o Good listener and a confident in creating exec level content and its presentation
o Strong leadership skills including people management, coaching, mentoring and direction setting
o Willingness to challenge the status-quo to achieve a better outcome
o Excellent interpersonal & communication skills
o Excellent decision making and problem-solving skills
o Strong influencing and negotiating skills
o Conflict management
|
Minimum education: · Bachelor’s degree in Information Technology, Computer Science, or a related field; a master’s degree or MBA is preferred. Location: · Madrid, Spain Language skills: · Full understanding and skilled in both written and spoken English language. |
IT Service Delivery Manager - North & Western Europe (NOWE)
Full Time
3
Years
Experience
To be discussed
Skills
Communication
Fluent English
Problem solving
IT Service Delivery Management
ITIL
expired job post
C. de Alfonso XII, 62, 1º, 28014 Madrid, Spain