Dir-Application Support Desk

Mexico·Mexico Citymid

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Job Summary: As a key member of the Global Service Desk leadership team, the Director, Application Support Desk manages delivery or application help services for application help organization.

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Job Summary:
As a key member of the Global Service Desk leadership team, the Director, Application Support Desk manages delivery or application help services for application help organization. Validates that value is achieved as anticipated from the organization and 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 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. Manages continuous improvement and cost reduction opportunities. Continually monitors and ensures that high degree of customer satisfaction is delivered by the organization. Directs activities and works with customers to provide high level of customer care in service scenarios that do not proceed according to established SLA’s and/or in accordance with customer needs and expectations. Where appropriate, follows up with customers to collect additional information and provide service documentation to ensure clarity around requirements and current service offerings. Helps to shape service catalog to address solutions needed by the customer community.

Required:

Undergraduate degree or equivalent work experience and certifications

8+ years of IT leadership experience that include IT Service Delivery and one or more of the following:

Technical Service Desk

Customer facing /revenue generating environment

5+ years of experience managing technical teams

5+ years of experience managing other managers

Direct management of complex budgets in excess of $5M direct and indirect costs

Direct management of cross functional, sourced, or matrixed teams

Nice to Have

~2 min read

ITIL v4 Certification

Marriott hotel operations leadership experience

Proven management experience with end-user service integration and delivery

Experience with and knowledge of IT outsourcing activities in a managed services environment

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

Graduate degree

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 present ideas in business-friendly and user-friendly language

Ability to accomplish results through others, particularly by establishing relationships, effective controls and leading in a managed service environment

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates.  We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.