Head Of Global Service Management - Hotel, Owner, & Commercial Products/Platforms
Head of Global Service Management - Hotel, Owner, & Commercial Products/Platforms• Headed Tier 3 global support, resolved 500+/mo technology disruptions for optimal guest experiences.• Championed major incident management for hotel owners/staffs ushering regional & enterprise teams.• Spearheaded Tier 1-2 & Enterprise Applications Support partnerships enabling service improvements.• Regulated hotel network and hotel security product deployments, operations, & support.• Designed & delivered communications, events, metrics & reporting to corporate & hotel stakeholders.• Facilitated communication to Americas managed hotel IT managers on impacting technology initiatives.• Administered coaching, engagement, mentoring & performance management for team of 30. Director, Applications Development & Integration• Governed technology integration of commercial strategic priorities for acquisition of Kimpton® Hotels.• Enabled growth & profitability with new brand addition to all booking channels.• Managed $20M capital spend.• Orchestrated app dev, deployment, & hotel adoption for Secure Payment Solution.• Directed PMS app dev, enhancements & fault improvements for hotel operations. Director, Global Service Desk• Governed global consolidation Tier 1-2 service desks to hybrid solution, internal & outsourced resources.• Migrated legacy case management tool to ServiceNow. • Exceeded SLAs & delivered enhanced experiences via efficient service delivery & effective processes.• Managed $5M annual operating spend.Director, Americas Deployment• Directed technology deployments to existing & new hotels in Americas region. • Deployed to 300+ new hotels annually, increased system size by 15%.• Conducted Americas corporate services of conference, copy, print, desktop, & mobility for staff.• Promoted into multiple increasing responsibility roles on path to Director.
