VP, IT Operations & Service Delivery (Hospitality Solutions)

Sabre is a technology company that powers the global travel industry. By leveraging next-generation technology we create global technology solutions that take on the biggest opportunities and solve the most complex challenges in travel.

Positioned at the center of the travel we shape the future by offering innovative advancements that pave the way for a more connected and seamless ecosystem as we power mobile apps online travel sites airline and hotel reservation networks travel agent terminals and scores of other solutions.

Simply put we connect people with moments that matter.

NOTE: TPG Capital a global alternative asset management firm recently acquired Hospitality Solutions. Over the coming months Sabre is working with TPG to formally separate the Hospitality Solutions business from Sabre. It is important to understand that while you will be employed by a Sabre legal entity your role will be to support the Hospitality Solutions business which is now owned by TPG.

Hospitality Solutions formerly part of Sabre Holdings is a global leader at the forefront of hospitality technology powering over 40000 properties across 174 countries. Celebrated for our innovative and customer-centric approach we deliver integrated platforms for distribution reservations retailing and guest experience to both renowned hotel brands and independent properties worldwide.

VP IT Operations & Service Delivery

Location: SouthLake TX or Remote (Hybrid) Reports to: SVP Global CIO

Summary

Seasoned operations leader to own daytoday IT operations service delivery and MSP oversight during a carveout and TSA transition into steady state. This role is accountable for service availability incident command ITSM cutover/runbook orchestration vendor performance and building a highperforming operations organization.

Key responsibilities

• Own enterprise service reliability and availability; define and report on SLOs/SLA targets and drive continuous improvement.
• Lead incident command for Sev1/2 events run blameless postincident reviews and ensure CAPA execution.
• Operate and optimize ITSM (incident request problem change) and the service catalog; enforce production readiness gates.
• Manage service desk Tier1/2/3 support model oncall rotas and MSP/service provider relationships; drive FCR and CSAT improvements.
• Coordinate releases maintenance windows and cutovers; own rollback mechanics and reconciliation playbooks.
• Maintain and automate runbooks RunOps playbooks and platform runbook automation.
• Oversee MSP/NOC/helpdesk commercial performance: SLAs scorecards OBRs and remediation.
• Own capacity planning observability dashboards and performance baselining; partner on FinOps for run cost control.
• Provide evidence for operational audits backups DR tests and compliance requirements.
• Hire mentor and scale operational teams including SRE runops and service desk; manage offshore/shift coverage models.
• Drive automation initiatives to reduce toil and improve operational KPIs; manage run budgets.

Minimum qualifications

• 12 years in enterprise IT operations with 5 years in a senior leadership role (VP/Director).
• Demonstrated experience running 24x7 operations incident command and ITSM in enterprise or carveout contexts.
• Strong knowledge of cloud production operations (GCP Preferred) SRE practices observability and runbook automation.
• Proven experience managing MSP/vendor relationships and enforcing SLAs and OBRs.
• Handson experience with ServiceNow or equivalent ITSM tooling and monitoring/logging stacks.
• Excellent stakeholder management communication and executive presence.
• Bachelors degree in Computer Science Information Systems or equivalent; advanced degree or certifications (ITIL SRE PMP) preferred.

Preferred experience

• Carveout / TSA transition experience with DayS cutover orchestration.
• Hospitality retail or consumer tech operations background.
• Track record of automating operational pipelines CI/CD for ops and runbook automation.
• FinOps experience and cost allocation in multicloud environments.

Success measures (first 612 months)

• Meet or exceed service uptime SLO targets.
• Reduce MTTD/MTTR for Sev1/2 incidents; implement repeatable incident playbooks.
• Improve firstcontact resolution and CSAT by targeted %.
• Deliver stable repeatable cutover runbooks and successful rehearsals for DayS streams.
• Demonstrable reduction in manual toil via automation and improved vendor SLA compliance.

Compensation & logistics

• Competitive market salary and benefits; range determined by experience and market benchmarks.
• Hybrid work model; must be available for 24x7 oncall rotations and occasional travel during cutovers.
• Immediate or shortnotice start preferred.

Reasonable Accommodation

Sabre is committed to working with and providing reasonable accommodation to applicants with disabilities. Applicants applying for a Sabre position with a disability who require a reasonable accommodation for any part of the application or hiring process may contact Sabre at .

Determinationson requests for reasonable accommodation will be made on a case-by-case basis.

Affirmative Action

Sabre is an equal employment opportunity/affirmative action employer and is committed to providing employment opportunities to minorities females veterans and disabled individuals.EEO IS THE LAW