Senior Director, Service Operations

Preferred:

• Experience with an enterprise technology modernization transformation effort across a portfolio of comparable size.


• Familiarity with and demonstrated use of AiOps technologies and services.


• Experience in operating a global IT Support organization with engagement mechanisms to agile methodologies and Site Reliability Engineering (SRE) organization design. 


• Knowledge of AI/ML solutions and their application within a Service Desk or IT support organization.


• Experience leading global teams with a mix of employees, contractors, and managed service providers.


• Experience in retail and/or hospitality industries supporting complex technology environments.


• Elevated ITIL / Service Management Certifications (i.e., Expert)

Key Responsibilities

Leadership and Strategic Planning

• Develop and implement a strategic vision for the Global Service Desk, aligning with Marriott International's overall business goals.


• Foster a culture of innovation and continuous improvement within the team.


• Establish and enforce effective policies and procedures to optimize service desk operations.


• Lead change management initiatives, ensuring the team adapts to evolving business and technology environments.


• Collaborate with other senior leaders to ensure service desk strategies support overall organizational objectives.

Customer Experience Design and Continuous Improvement

• Implement customer feedback systems for identifying and addressing service improvement opportunities.


• Work collaboratively with global departments to ensure a cohesive customer experience.


• Identify opportunistic improvements and initiate projects to enhance customer satisfaction and loyalty.


• Use customer interaction data to make informed decisions about service improvements.


• Identify Service Management improvement opportunities to streamline Service Support, Service Delivery, and inter-team mechanisms to drive efficiencies.

Operational Management

• Manage day-to-day operations as needed, ensuring efficient and effective issue resolution, and process & labor efficiency.


• Monitor key performance metrics. Leverage key data points to identify and address areas for improvement.


• Maintain compliance with relevant policies, procedures, security, and regulatory standards.


• Manage critical service issue responses and crisis situations effectively.

Team Development and Organizational Leadership

• Lead and mentor a high-performing service desk team. Identify and invest in high potential team members. Assist under-performers with tools, resources, and dedicated time with the goal to course-correct areas of behaviors and performance.


• Recruit, hire, and retain high performing team members.


• Conduct performance evaluations and continually support career development.


• Ensure optimal staffing and resource allocation for maintaining service levels.


• Promote a collaborative, highly diverse, and inclusive team culture across demographics and geographies.

Technology and Innovation

• Drive the adoption of advanced technologies to improve service desk efficiency.


• Stay informed about industry trends and emerging technologies.


• Collaborate with IT for robust and scalable technology solutions.


• Lead innovation projects to enhance customer service capabilities.

Stakeholder Engagement

• Act as the primary liaison between the service desk and other organizational units.


• Regularly update senior management on service desk performance and strategic initiatives.


• Build and maintain relationships with external vendors and business partners.


• Engage with stakeholders to align service desk goals with business needs.