Director, Command Centre Operations BTO, Digital & Technology Transformation, EMEA (12 Month+ FTC) London based

Location:London UK

JOB SUMMARY

The Director Command Centre Operations is responsible for leading the execution coordination and support of Marriotts 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 .
• 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.

Marriott International is an equal opportunity believe in hiring a diverse workforce and sustaining an inclusive people-first are committed to non-discrimination onanyprotectedbasis such as disability and veteran status or any other basis covered under applicable law.