Validates that value is achieved as anticipated from the in/out sourced network services, that overall services and the service levels are maintained and continually improved, that any problems with the day-to-day delivery of services are minimized. Manages the performance compliance to the service level agreements (SLAs) through regular performance reporting, monitoring of service level infractions and developing new SLAs and metrics as needed. Oversees the planning and forecasting of service consumption, quality of service and customer satisfaction.
Leads the team that is responsible for effective executive/management level relationships to facilitate a two-way flow of information around strategies, priorities and issues. Facilitates the highest level of service availability and efficiency as benchmarked against industry standards and consistent with IR’s goals.
Education and Experience
12+ years of network service leadership experience
Direct management of complex budgets in excess of $20M direct and indirect costs
Direct management of cross functional, sourced, or matrixed teams
8+ years’ experience in running a data service organization
5+ years’ experience in running a voice service organization
Demonstrated success leading large-scale initiatives/transformations
Proven management experience in strategic planning and budgeting within one or more business groups
Experience with and knowledge of IT outsourcing activities in a managed services environment
Strong understanding of ITIL v3 Framework
Good process management, negotiating, influencing and problem resolution skills
Proven ability to effectively prioritize and execute tasks in a high-pressure environment
Experience in business systems and process planning
Knowledge of business environment, service requirements and hospitality culture
Demonstrated ability to assess customer/client needs, creatively approach solutions, decide and influence appropriate courses of action
Solid understanding of IT financial structures and ability to manage corporate financial practices and standards – including drivers of process costs
Strong verbal and written communication skills with the ability to articulate complex technical ideas in easy to understand business terms
Ability to accomplish results through others, particularly by establishing relationships, effective controls and leading in a managed service environment
Experience in security activities including proactive and reactive efforts
CORE WORK ACTIVITIES
Leadership, oversight, governance and strategic direction related to the infrastructure services that are required to enable the delivery of IT services.
Input to the overall architecture and governance model
Technical leadership, oversight, standardization and validation of the effectiveness of the infrastructure servers.
Sponsors the efforts on research, design, and implementation of software components that are standards based, high performance, highly available and secure delivering the required business functionality.
Educates internal and external users of the technologies to continually improve the knowledge and skill-base of the organization on how best to operate and support the server services.
Network Service Technologies include:
Network Load Balancers
Dynamic Host Connection Protocol (DHCP)
Network Access Control (NAC)
Network Routers and LAN Switches
Global Traffic Management
Content Delivery Networks
Network Capacity Management
Telecom Vendor Management
VOIP, SIP, SSB technologies and delivery methodologies
Understand the business and customer needs to introduce solutions that grow the bottom line and/or speed time to market.
Provide Documents with a focus on how server services will be leveraged in the solution architecture.
Participate in the evaluation and selection of infrastructure service products.
Work closely with the enterprise architect to ensure alignment of plans with what is being delivered.
Institute governance based on best practices and ensure proper alignment to projects and major initiatives
Sponsor analysis of the current environment to detect critical deficiencies and recommend solutions for improvement.
Sponsor analysis of technology industry and market trends to determine their potential impact on the infrastructure architecture.
Support Solution and Domain Architecture by providing architecture direction in terms of technology, software and infrastructure for projects in the delivery life cycle
Utilize capability modeling to align infrastructure strategy and planning with business strategy and goals.
Promote the benefits of infrastructure services to the organization educate the team on infrastructure concepts.
Consult with project teams to identify when it is necessary to modify server services to accommodate project needs.
Consult with architecture teams to identify when it is necessary to modify the technical architecture to accommodate infrastructure needs.
Oversee the documentation of all architecture design and analysis work.
Define, design, implement and promote standard configuration and change management, processes and practices.
Develop and maintain infrastructure strategy documentation and plans.
Managing Network Processes and Tools
Works with direct reports to facilitate consistent delivery of network service delivery
Facilitates compliance with the standard set of tools and processes that will drive consistency and predictability with the network for all client groups including:
Estimating standard tools and processes, incorporating flexibility for small and large projects
Deployment standard tools and processes
Monitors projects for adherence to defined network delivery processes
Communicates to IT Delivery leaders opportunities to create broader IT related and corporate standards and policies where necessary
Communicates important network program changes that affect service provider and /or Marriott operations
Managing Day-To-Day Relationships with Teams
Manages network in partnership with IT teams, business partners and providers
Provides project management of business projects
Oversees effective reporting within the network team
Leads project reviews with team
Manages day-to-day relationships with all IT teams to promote the delivery of services that meet or exceed the client expectations
Monitors projects for alignment with defined business case process
Drives timely resolution of escalated service delivery problems and minimizes the impact of any client service delivery issues
Manages, and improves service level reporting to managed network
Provides early warning to the appropriate Business Partnership & Planning leaders and team regarding degraded or missed service levels
Assists with application, development and maintenance of service provider project management standards and tools
Collaborates across IT delivery and engages service providers to ensure client satisfaction
Works with network service providers
Validates the service provider(s) performs the services agreed to by the master services agreement in a manner that is consistent with both the spirit and the letter of agreement
Works with team to progress the service providers services to match client needs
Facilitates team and service provider compliance with the agreement
Validates service levels meet business needs
Supports the IT organization
Provides input to IT’s business strategy and planning as needed
Supports and follows defined IT Governance decision rights, standards and practices
Emphasizes accuracy and effectiveness of estimating and planning management with team
Provides input to business/discipline and continent IT budgets
Implementing and Managing Continuous Improvement Program
Drives adoption of CMMi or similar metrics to demonstrate continuous improvement and alignment with the industry
Demonstrates continuous improvement through metrics of quality consistency and client satisfaction
Works with application development service providers, IT teams, and business partners to implement continuous improvement activities
Responds to issues identified in project surveys or other feedback processes, to continually improve client satisfaction
Internal Number: 19160707
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