Team Mission:
Our primary function is to lead and transform RHG's IT Global Service Management function to contribute to the company's 5-year plan strategy and beyond. We provide an agile, professional, efficient, and predictable Service Management function for the Radisson Hotel group with services which meet and exceed the needs of our end customers. The role is primarily focused on SAP Finance, Procurement, and BPC Application support and transition of projects into live service. One of RHG's key programs is to modernize and standardize the IT landscape on to a standard SAP platform, EMMA (Every Moment Matters).
Role Purpose: This role has strategic relevance and a significant impact supporting RHG's business operations and strategies. The primary purposes of the EMMA IT Manager role are:
Support the ongoing EMMA programme rollout providing support and management experience working closely with the Hypercare Team resulting in a smooth transition to ongoing service support for the EMMA properties (Data Migration, Legal Requirements Updates, EMMA Integration with satellite systems, etc.)
Ensure that professional application operations and application management services are delivered on an ongoing basis for RHG, primarily focused on SAP technologies.
Architect services with the principles of simplicity, scalability, security, resilience, and maintainability.
Interact with 3rd party suppliers to the benefit of RHG and its SAP strategy, and engage in future sourcing decisions.
Roles / Responsibilities:
Hypercare / Transition to Ongoing Service: Responsible for ensuring concierge level support to the EMMA programme rollout, with the ability to react quickly to dynamic situations and to address incidents, problems, and changes with the right level of access and technical expertise.
Service Operations and Delivery: Responsible for delivering high quality ITILv3 / 4 compliant SAP operations and application management services to the RHG community on a 24x7x365 basis in support of the EMMA program rollout. Fluency with Change & Release Management, Incident Management, and Problem Management are key attributes to success. Contribute to best-in-class service as per defined KPI / SLAs. Identify opportunities for automation, highlight and remediate potential service risks, reduction of MTTR, and increase of MTBF.
Service Management: Ensure hotels are aware of corresponding service descriptions and service-level agreements (SLA) and that project rollouts are supported so that they can meet these expectations.
Stakeholder Management: Review business requests for service enhancements and changes, operate as a point of interaction / escalation for Requests for Information, incidents and outages, and root cause analysis.
Party Management: Interact as needed with partners to ensure they are delivering to expectation. Be the RHG advocate and ambassador for the SAP space.
Innovation: Keep in touch with enterprise architect and technology experts to discuss the impact of new technologies and architecture roadmap. Interact with vendors to identify and evaluate new technology products for their services.
People Management: Ensure that proper relations are established across the board. When needed, ensure that direct and indirect reports are developed to their full potential and lead the recruiting process when required, so that we have the right profiles with the right skillset working for the organization.
General: Ensure a high degree of collaboration and good team spirit is achieved across all parties. Must be able to interact with confidence with Director, Senior Director, VP levels.
Accountabilities:
Actively support the agenda of IT Service Management by leading initiatives that drive successful execution of the RHG Strategy.
Maintain / enhance the overall IT Service Management framework and ensure that processes, principles, and guidelines are in line with the business expectations in terms of service levels and capabilities.
Act as an ambassador for all IT Service Management functions with the rest of the IT community and the business.
Govern aspects of project life cycle, for IT Service Management strategic projects.
Participate in the assessment of solutions requirements through RFIs, RFPs processes, consistent with the architecture framework, principles, and guidelines in collaboration with the business stakeholders, procurement, and legal.
Provide expertise to identify and translate business, sector or product requirements into integrated end-to-end IT solutions.
Promote and advocate standardization and global solutions.
Job Requirements and Qualifications:
Location: Madrid, Spain
Language Skills:
English (fluent)
French
Highly Desirable Experience:
Background in SAP support and demonstrable history of successfully delivering SAP application support services.
ITIL v3 or v4 based service delivery processes and the ability to deliver against them evidenced by previous experience.
International work experience.
SAP TMS for HOTELS and/or SAP Certificates (any module).
Hospitality experience.
Business language / background.
Travel needs to 50%, primarily European but could be international on occasion.
Soft Skills:
Excellent interpersonal, verbal, and written communication skills.
Passion for customer service, efficiency, effectiveness, and quality.
Good team player, willingness to assist others and share expertise.
Highly influential, leadership, communication, efficiency, sociability.
Education:
University Degree in Computer Science, Information Systems, Business Administration, or related field.
A recognized ITIL certification at Foundation level or above is highly desirable.
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