Location: London,
UK
JOB SUMMARY
The Director, Command Centre
Operations is responsible for leading the execution, coordination, and support
of Marriott's Power of M deployments across EMEA. This role combines ownership
of both the Run of Show (deployment orchestration) and Deployment Support
(incident and service management) functions, ensuring successful cutovers,
operational readiness, issue resolution, and executive visibility throughout
deployment activities.
Working closely with the Global Command Center,
continent teams, technology partners, ServiceNow, Service Desk, MTOC,
and third-party vendors, the Director will drive deployment excellence through
strong governance, real-time decision-making, and continuous improvement.
The role includes leadership of 24/7 command center operations during deployment
events and accountability for deployment health, support performance,
and stakeholder communications.
Key
Responsibilities:
- Lead Command Centre operations across all
deployment waves, ensuring successful execution, support, and transition
to BAU. - Own and continuously improve the Run of Show framework, command
center governance, deployment playbooks, and operating model. - Oversee
deployment support operations, including incident management, escalation
processes, issue triage, and resolution coordination. - Provide
leadership during cutover events, ensuring effective coordination across
business, technology, continent, and vendor teams. - Manage ServiceNow
deployment support processes, reporting, dashboards, and support workflows.
- Define and monitor operational KPIs, SLAs, deployment readiness metrics,
and support performance indicators. - Deliver executive reporting
and communications related to deployment status, risks, incidents, and overall
deployment health. - Drive problem management, lessons learned,
continuous improvement initiatives, and knowledge management practices.
- Lead and develop Command Centre team members, ensuring effective staffing,
shift coverage, performance management, and capability building.
- Performs other duties as needed.
Candidate
Profile:
- 4-year degree preferred from an accredited
university in business, information systems, or equivalent combination
of education and experience. - 8+ years of relevant professional
experience in lodging, consulting, or communications related discipline
preferred, demonstrating progressive career growth and pattern of exceptional
performance. - 5+ years of IT leadership experience is beneficial focused
on IT Service Support and one or more of the following: - Technology
support within a Service Desk / Call Center operations environment
- Corporate end-user technology support including infrastructure,
applications, and technical services - Direct experience with enterprise
service desk support technologies and automation - Proven leadership
experience with end-user service support with a global scope - Strong
hotel / market experience and/or knowledge of Marriott lodging systems /
business processes / hotel operations. - Strong familiarity
with Microsoft 365, ServiceNow, Power BI, Smartsheet, and Monday.com.
- Experience managing vendor performance and third-party support
services. - Excellent project management skills, with ability
to independently manage multiple projects. - Ability to effectively
persuade and motivate stakeholders and team members to achieve project goals
and objectives.
Strong presentation, facilitation, and stakeholder
communication skills.
Marriott International is an equal opportunity
employer. We believe in hiring a diverse workforce and sustaining an inclusive,
people-first culture. We are committed to non-discrimination on any protected
basis, such as disability and veteran status, or any other basis covered under
applicable law.
Marriott International is the world’s
largest hotel company, with more brands, more hotels and more opportunities
for associates to grow and succeed. Be where you can do your best work,
begin your purpose, belong to an amazing global team,
and become the best version of you.
