Vice President, Infrastructure Operational Reliability & Resilience

at Marriott in Dover, Delaware, United States

Job Number 24050780

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

Reporting to the SVP of IT Infrastructure Delivery & Shared Services ( IDSS ), the VP Infrastructure Operational Reliability & Resilience serves as a senior technology operations leader who helps guide the day-to-day operations of Marriott’s IT infrastructure technology services globally. This role looks at technology operations with a customer’s lens and leads cohesive production support activities to ensure compliance with system performance goals, drives the resolution of high priority incidents, and partners to develop and implement performance and stability plans. Orchestrates all aspects of the Release and Change management processes including: ensuring proper quality of all deliveries, ensuring appropriate quality and hardening gates, driving proper automated deployment and post deploy verification steps, aligning processes/tools with Continuous Integration/Continuous Delivery (CI/CD) as appropriate, and driving proactive feedback loops to the delivery teams on opportunities for improvement. This role also oversees the Incident Management and Problem Management teams that manage processes to restore normal service operations as quickly as possible and minimize the impact on business operations for application-related incidents, thus ensuring that the best possible levels of service quality and availability are maintained. Drives automation of solutions to address day-to-day maintenance, administration, and reliability of enterprise systems and builds effective partnerships across IT to quickly resolve and prevent incidents.

The VP must also drive organizational change with teams who create production deliveries. This role oversees the development of tools and procedures to complement and plug-in to the existing the ITSM model and drives adoption across IT and key stakeholders / partners. The VP will seek to augment capacity, speed of execution and accuracy using advanced Automation and Ai tools and techniques.This VP must also establish and drive maturity around error budgets associated to delivery teams, driving a DevSecOps culture of accountability.

CANDIDATE PROFILE

Education and Experience

Required:

+ Undergraduate degree or equivalent experience/certification.

+ 12+ years’ experience in information technology process and/or project management across diverse areas and technologies, with a minimum of 6+ years’ experience as a Director level or above.

+ 5+ years’ experience with application production support and ITIL processes

+ 3+ years application support/change/release management experience

+ Strong financial acumen; must have previous experience managing operational and capital budgets in excess of $20M

+ Direct management of cross functional, sourced, or matrixed teams.

+ Experience with Agile, CI/CD, DevOps, and Lean practices.

+ Experience working with global service providers to deliver support services within agreed upon financial and service level parameters

+ Well versed in automation and Ai tools and technologies.

+ Proven ability to drive organizational change with teams outside his/her direct leadership. This role requires negotiation and collaboration skills to affect change across Technology.

+ Proven ability to effectively prioritize and execute tasks in a high-pressure environment

Preferred:

+ Graduate degree in Computer Science or Information Technology Management

+ 5+ years in a technical discipline role with experience in planning, implementing, and evaluating processes, systems and/or initiatives

+ Proven executive experience in operational support capabilities

+ ITILv3 Certified with extensive knowledge of modern industry standards, common practices and automation blueprints

+ Broad technical acumen across multiple disciplines applications with a solid understanding of current technologies

+ Experience with implementing an automated change control workflow integrated with CICD

+ Experience developing change KPIs and measuring success through OKRs

+ Experience with cloud native architectures, deployment patterns, minimum QA requirements

+ Experience in business systems and process planning

+ Understanding of product model methodologies and the intersection with operational support processes

+ Experience with and knowledge of IT outsourcing activities in a managed services environment

+ Proven ability to effectively prioritize and execute tasks in a high-pressure environment

+ Solid understanding of IT financial structures and ability to manage to corporate financial processes and standards

+ Ability to work across organizational boundaries, to help lead and influence change

+ Extremely high level of analytical ability with complex problems.

+ Very high level of interpersonal skills to work effectively with others, motivate employees, and elicit work output in a team environment.

CORE WORK ACTIVITIES

+ Drives modernization of operational and change processes with emphasis on automation, DevOps and continuous improvement principles

+ Ensures standardized methods, documentation and procedures for efficient and quality handling of application-related changes

+ Responsible for restoring service operation as quickly as possible and to minimize the impact on business operations

+ Oversee all aspects of the change and release process to ensure proper planning and resource availability

+ Partner with Global Technology organization to create broader technology related and corporate standards and policies where necessary

+ Ensures Problems are cataloged, assigned for resolution, closed and validated

+ Ensure that all applications adhere to appropriate monitoring and performance standards based on their technology/business process

+ Monitors projects for adherence to defined development processes and operational readiness.

+ Communicates important production support policy changes that affect service provider and/or Marriott operations

+ Creates and communicates with key stakeholders effective process vision, strategy, process maturity, and overall direction of team.

Building Successful Relationships for Effective Day-to-Day Management

+ Manages operational support in partnership with IT teams, business partners and providers

+ Manages day-to day relationships with all IT teams to promote the delivery of services that meet or exceed the client expectations

+ Drives timely resolution of escalated service delivery problems and minimizes the impact of any client service delivery issues

+ Defines, manages, and improves service level reporting

+ Effectively partners with support service providers, ensuring service providers perform the services agreed to by the master services agreement in a manner that is consistent with both the spirit and the letter of the agreement

+ Ensures service levels meet business needs

+ Participates in the creation and maintenance of IT’s business strategy and planning

+ Supports and follows defined IT Governance decision rights, standards and practices

Release and Change Management

+ Partners with all teams to define and document all upcoming application releases.

+ Partners with Change Management team to ensure that all defined releases are on change management roadmap.

+ Ensures Teams are Proactively updating Global Technology of Release Management plans. Drives awareness for key stakeholders of the master application release schedule.

+ Drives updates to service knowledge management system, preferably in an automated fashion.

+ Coaches, consults, and trains team to adhere to established Release Management procedures.