Manager, Deployment Opera Subject Matter Expert, Digital + Technology Transformation, Global Techno

JOB SUMMARY

The Manager, Deployment – OPERA Subject Matter Expert (SME), Digital + Technology Transformation, Global Technology, is hands-on functional expert role focused on deployment execution for OPERA Cloud across the CALA region.

This position plays a critical role prior to Command Center activation and cutover, ensuring that Opera Cloud configuration, operational scenarios, and property-specific requirements are fully validated and aligned to real hotel operations.

The role is responsible for accompanying hotels through the end-to-end deployment lifecycle, ensuring that Opera Cloud solutions are operationally viable, aligned with Marriott global standards, and adapted to local market requirements.

The role may operate within a Command Center support model, if needed, contributing to incident triage, issue resolution, and

escalation management during cutover and hypercare.

Success in this role requires the ability to operate under pressure, manage multiple concurrent incidents, and maintain high-quality

support standards across a complex multi-country landscape.

CORE COMPETENCIES:

Problem Solving – Diagnoses and resolves issues across PMS configuration, operational workflows, and integration points

Execution Focus – Drives resolution of deployment blockers and ensures timely completion of critical deployment activities 

Communication – Provides clear, structured updates to stakeholders, including properties, deployment teams, and escalation

partners 

Operational Mindset – Understands real hotel operations and applies that knowledge to system validation and configuration

decisions 

Adaptability – Performs effectively in fast-paced, high-pressure deployment environments and across diverse CALA markets 

Preferred Skills:
• Advanced functional expertise in Opera PMS modules including Reservations, Front Office, profiles, and inventory management

• Expertise in Opera S&C or OSEM of advantage

• Strong understanding of core hotel operational workflows including check-in/out, room assignment, rate management, and availability controls 
• Ability to translate operational requirements into PMS and/or S&C configuration decisions 

• Experience influencing or guiding PMS and/or S&C configuration decisions based on operational needs 

• Technical awareness of Opera Cloud configuration logic, environments, and deployment dependencies 

• Familiarity with integrations impacting PMS operations (e.g., POS, CRS, distribution, payments, finance systems)

• Experience validating end-to-end operational scenarios within PMS environments 

• Strong analytical skills with ability to perform root cause analysis across configuration, process, and integration layers

Primary Responsibilities

Functional Configuration Validation & Alignment

• Validate PMS configurations across core modules (Reservations, Front Office, Profiles, Inventory) ensuring alignment with real hotel operational workflows


• Validate S&C configuration across core modules 


• Identify configuration gaps, inconsistencies, and risks that may impact deployment execution or operational continuity 


• Ensure configurations align with Marriott global standards while adapting to local operational requirements 


• Support and influence configuration decisions based on operational needs and deployment constraints

Pre-Go-Live Issue Identification & Resolution

• Identify and resolve functional and configuration issues in pre-production environments


• Perform structured troubleshooting across configuration, process, and integration layers


• Provide clear recommendations and actionable solutions to resolve blockers prior to cutover


• Escalate complex issues with proper context, impact assessment, and supporting evidence

Deployment Execution Preparation 

• Validate that PMS configurations support critical end-to-end operational scenarios (check-in/out, reservations lifecycle, inventory handling)


• Ensure properties are functionally ready from an operational execution standpoint, not only checklist completion


• Support validation of key deployment milestones leading into cutover and go-live


• Partner with property teams to align system behavior with real operational practices

Functional Property Partnership

• Work directly with hotel teams to review, validate, and refine PMS setup


• Translate operational requirements into practical system configuration validation and adjustments


• Provide scenario-based functional guidance to ensure operational usability and adoption

Cutover & Hypercare Support (When Required)

• Support Command Center activities during cutover and hypercare as needed


• Contribute to incident triage, issue resolution, and escalation management


• Provide functional expertise to support stabilization of hotel operations post go-live


• Document issues, resolutions, and key learnings to support continuous improvement across deployments

CANDIDATE PROFILE 

Education and Experience

• Bachelor’s degree or an equivalent combination of education and experience 

• 3+ years of relevant professional experience in hospitality technology with a strong focus on PMS (Opera preferred) 

• Proven experience supporting PMS implementations, migrations, or system rollouts, preferably Opera Cloud

• Experience supporting multi-property or multi-country deployments within the CALA region 

• Hands-on experience in PMS configuration and validation aligned to operational workflows

• Experience working with PMS integrations and understanding their impact on hotel operations (e.g., payments, CRS, POS) 

• Expertise in identifying and troubleshooting complex functional and configuration gaps in pre-go-live and live-production environments 

• Experience supporting deployment milestones including property readiness, cutover execution, and hypercare 

• Experience working in structured support environments such as a Command Center, Service Desk, or Deployment War Room

• Experience working with ITSM tools (ServiceNow and/or Jira) for incident tracking, defect logging, and escalation management 

• Experience documenting current-state environments, identifying functional risks, and supporting transition to future-state PMS solutions 

• Fluent English and Spanish required; Portuguese preferred 

MANAGEMENT COMPETENCIES 

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.