FLEX Senior Director, Global Deployment Support and ServiceNow Management, Business Transformation Office

This is a temporary position. Onsite 4-5 days in office.

JOB SUMMARY

The Senior Director Global Deployment Support and ServiceNow Management will oversee ServiceNow health and hygiene and lead the issue triage process for The Power of M deployment. The Power of M is a multi-year effort to transform Marriotts technology and business process ecosystem evolving it to deliver on our vision to become the worlds favorite travel company. The Business Transformation Office (BTO) has been established to enable and accelerate The Power of M through unique approaches to strategic planning program management change management experience and business process design continent coordination and deployment.

As part of the BTO the Senior Director will manage three key functions within the global deployment support model:Issue TriageDefects & Workarounds andServiceNow Monitoring & Hygiene.

This role includes overseeing integration with the selected Service Provider for issue triage ensuring vendor performance against agreed metrics and recommending improvements based on support ticket analysis. The Senior Director will also lead defect and incident management focusing on customer and associate impacts workarounds and tracking while enforcing ServiceNow incident hygiene and timely resolution in line with SLAs.

Expected Contributions

Oversee support team operations during deployment events ensuring 24/7 coverage smooth shift handoffs and clear stakeholder communication.

Act as ServiceNow owner for deployment-related support managing incident workflows categorization escalation resolution tracking and reporting.

Provide day-to-day oversight of third-party vendor support partners and issue triage teams monitoring performance and escalation response.

Partner with the service providers triage lead to define performance tracking processes and remediation plans for unmet metrics.

Analyze support tickets to identify improvement opportunities implement recommendations and build knowledge resources.

Standardize defect intake and triage processes across Jira and ServiceNow for consistent classification prioritization and cross-referencing.

Lead defect and incident review sessions.

Maintain real-time visibility into active workarounds during production fixes coordinating with Communications and Mission Control teams.

Flag critical issues that could block upcoming deployments.

Define and maintain SLAs and accountability frameworks to ensure timely resolution and clear ownership.

Monitor analyze and report on support model KPIs highlighting trends and systemic risks to inform deployment strategy.

Provide regular executive-level updates on issue volume ageing key themes and resolution health.

Collaborate with the command center and cutover leadership to align support operations with deployment planning.

Champion continuous improvement by enhancing tooling workflows reporting and documentation to improve stakeholder experience.

Participate in after-hours on-call support as required.

Perform other duties as assigned.

Education and Experience

• 4-year degree preferred from an accredited university in business information systems or equivalent combination of education and experience.
• 10 years of relevant professional experience in lodging consulting or communications related discipline preferred demonstrating progressive career growth and pattern of exceptional performance.
• Proven success in leading large-scale technology deployments or cutover events in complex matrixed environments
• Demonstrated experience managing high-performing teams and cross functional operations under pressure.
• 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 .
• 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 membersto achieve project goals and objectives.
• Strong presentation facilitation and stakeholder communication skills.

MANAGEMENT COMPETENICES

• Leadership
  • Adaptability Determines how change impacts self and others; displays flexibility in adjusting priorities; and communicates both the reasons for change and how it impacts the workplace.
  • Communication Customizes approach to conveying complex information and ideas to others in a convincing and engaging manner; appropriately interprets verbal and non-verbal behavior; and models active listening to ensure understanding.
  • Problem Solving and Decision Making Models and coaches others on breaking complex issues into manageable parts identifying and evaluating alternatives and their implications before making decisions and involving and gaining agreement from others when making key decisions.
  • Professional Demeanor Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.
• Managing Execution
  • Building and Contributing to Teams Leads and participates as a member of a team to move the team toward the completion of common goals while fostering cohesion and collaboration among team members.
  • Driving for Results Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates focuses and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required.
  • Planning and Organizing Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements for self and/or others to accomplish goals and ensure work is completed.
  • Strategy Execution Bridges deployment strategy with real-time operations ensuring intent and execution are aligned.
• Building Relationships
  • Coworker Relationships Interacts with others in a way that builds openness trust and confidence in the pursuit of organizational goals and lasting relationships.
  • Customer Relationships Develops and sustains relationships based on an understanding of customer needs and actions consistent with the companys service standards.
  • Global Mindset Supports employees and business partners with diverse styles abilities motivations and/or cultural perspectives; utilizes differences to drive innovation engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.
• Generating Talent and Organizational Capability
  • Organizational Capability Evaluates and adapts the structure of team assignments and work processes to best fit the needs and/or support the goals of an organizational unit.
  • Talent Management Provides guidance and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.
• Learning and Applying Professional Expertise
  • Applied Learning Seeks and makes the most of learning opportunities to improve performance of self and/or others.
  • Business Acumen Understands and utilizes business information to manage everyday operations and generate innovative solutions to approach team business and administrative challenges.
  • Technical Acumen Understands and utilizes professional skills and knowledge in a specific functional area to conduct.
• Basic Competencies
  • Basic Computer Skills Uses basic computer hardware and software (e.g. personal computers word processing software Internet browsers etc.).
  • Mathematical Reasoning Demonstrates ability to add subtract multiply or divide quickly correctly and in a way that allows one to solve work-related issues.
  • Oral Comprehension Demonstrates ability to listen to and understand information and ideas presented through spoken words and sentences.
  • Reading Comprehension Demonstrates understanding of written sentences and paragraphs in work-related documents.
  • Writing Communicates effectively in writing as appropriate for the needs of the audience.

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 greatest strength lies in the rich blend of culture talent and experiences of our are committed to non-discrimination on any protected basis including disability veteran status or other basis protected by applicable law.