Marriott International

Senior Director, Service Operations

Marriott International • $160K — $190K *
Bethesda, MD 20817In-Person
Hospitality & Recreation
11 - 15 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Undergraduate degree or equivalent experience/certification
  • 12+ years in technology or service management leadership
  • 10+ years of IT leadership with at least 3 years managing people
  • 10+ years managing global teams and outsourced providers
  • 7+ years of expertise in enterprise technology support processes and tools
  • Experience managing a budget over $10M
  • Demonstrated ability to produce clear business reports with high emotional intelligence.

Responsibilities

  • Develop and implement a strategic vision for the Global Service Desk
  • Foster a culture of innovation and continuous improvement
  • Establish policies to optimize service desk operations
  • Lead change management initiatives for adapting to new environments
  • Collaborate with senior leaders to align strategies with organizational goals
  • Implement customer feedback systems for service improvements
  • Monitor performance metrics to identify areas of improvement

Benefits

  • Opportunity to lead transformation in a large-scale service desk environment
  • Foster a culture emphasizing innovation and best practices
  • Collaborate with senior leadership across global functions
  • Significant involvement in shaping customer experience
  • Participation in advanced technology adoption and innovation projects
Full Job Description
Job Description

Job Summary

As the Senior Director, Service Operations, you will be at the forefront of leading transformation of the Global Service Desk function, related product teams, suppliers, and managed service providers. You are expected to drive a culture of continuous improvement, encouraging innovation and the adoption of best practices across the organization. This role is integral to enhancing the customer experience for property associates, requiring a leader with strategic vision, exceptional operational excellence, deep business acumen, and a commitment to exceptional customer service in hospitality technology. The Senior Director, Service Operations ensures the efficient delivery of overall IT services, focusing on incident resolution, service requests, and access management to meet predefined quality and availability standards. The role focuses on optimizing Managed Service Provider relationships, performance as compared to expectations, and overall service delivery. Key processes include swiftly restoring services post-incident, effectively managing workflow, and establishing engagement mechanisms with SRE teams. This role will balance service reliability and cost, emphasizing continuous performance monitoring against SLAs. This ensures IT services continually align with business objectives, enhancing customer satisfaction and compliance.

Travel: 25-50%

Candidate Profile

Education and Experience

Required:
  • Undergraduate degree or equivalent combination of experience, education, and certification
  • 12+ years of technology, service management, or shared services leadership experience.
  • 10+ years of Information Technology leadership experience with at least 3 years as manager of people.
  • 10+ years' experience managing global teams and outsourced service providers. Experience to include leading managers or layered support teams.
  • 7+ years' experience and expert understanding of enterprise technology support:
    • Service Management operational framework including functions, capabilities, relationships, and measures.
    • Enterprise Service Management technologies & automation techniques
    • Managed Service Provider relationship performance management at scale
    • Service Level Management development, measurement, and enforcement.
    • Security: Compliance, Risk, Information Assurance, Data Protection
  • Prior leader-of-leaders experience in an enterprise service support role for a large firm
  • Experience managing and forecasting an annual budget in excess of $10M.
  • Demonstrated ability to build and deliver high quality business reports to all levels with high EQ and message clarity.


Preferred:
  • Experience with an enterprise technology modernization transformation effort across a portfolio of comparable size.
  • Familiarity with and demonstrated use of AiOps technologies and services.
  • Experience in operating a global IT Support organization with engagement mechanisms to agile methodologies and Site Reliability Engineering (SRE) organization design.
  • Knowledge of AI/ML solutions and their application within a Service Desk or IT support organization.
  • Experience leading global teams with a mix of employees, contractors, and managed service providers.
  • Experience in retail and/or hospitality industries supporting complex technology environments.
  • Elevated ITIL / Service Management Certifications (i.e., Expert)


Key Responsibilities

Leadership and Strategic Planning
  • Develop and implement a strategic vision for the Global Service Desk, aligning with Marriott International's overall business goals.
  • Foster a culture of innovation and continuous improvement within the team.
  • Establish and enforce effective policies and procedures to optimize service desk operations.
  • Lead change management initiatives, ensuring the team adapts to evolving business and technology environments.
  • Collaborate with other senior leaders to ensure service desk strategies support overall organizational objectives.


Customer Experience Design and Continuous Improvement
  • Implement customer feedback systems for identifying and addressing service improvement opportunities.
  • Work collaboratively with global departments to ensure a cohesive customer experience.
  • Identify opportunistic improvements and initiate projects to enhance customer satisfaction and loyalty.
  • Use customer interaction data to make informed decisions about service improvements.
  • Identify Service Management improvement opportunities to streamline Service Support, Service Delivery, and inter-team mechanisms to drive efficiencies.


Operational Management
  • Manage day-to-day operations as needed, ensuring efficient and effective issue resolution, and process & labor efficiency.
  • Monitor key performance metrics. Leverage key data points to identify and address areas for improvement.
  • Maintain compliance with relevant policies, procedures, security, and regulatory standards.
  • Manage critical service issue responses and crisis situations effectively.


Team Development and Organizational Leadership
  • Lead and mentor a high-performing service desk team. Identify and invest in high potential team members. Assist under-performers with tools, resources, and dedicated time with the goal to course-correct areas of behaviors and performance.
  • Recruit, hire, and retain high performing team members.
  • Conduct performance evaluations and continually support career development.
  • Ensure optimal staffing and resource allocation for maintaining service levels.
  • Promote a collaborative, highly diverse, and inclusive team culture across demographics and geographies.


Technology and Innovation
  • Drive the adoption of advanced technologies to improve service desk efficiency.
  • Stay informed about industry trends and emerging technologies.
  • Collaborate with IT for robust and scalable technology solutions.
  • Lead innovation projects to enhance customer service capabilities.


Stakeholder Engagement
  • Act as the primary liaison between the service desk and other organizational units.
  • Regularly update senior management on service desk performance and strategic initiatives.
  • Build and maintain relationships with external vendors and business partners.
  • Engage with stakeholders to align service desk goals with business needs.


Additional Responsibilities
  • Informs, updates, and provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person in a timely manner.
  • Attends and participates in all relevant meetings.
  • Presents ideas, expectations, and information in a concise, organized manner.
  • Uses problem solving methodology for decision making and follow up.
  • Maintains positive working relations with internal customers and department managers.
  • Manages time effectively and conducts activities in an organized manner.
  • Performs other reasonable duties as assigned by manager.


About Marriott International

Marriott International is a hospitality company with more than 3,900 properties around the world. Marriot International opened its first hotel in 1957 and operates franchises worldwide. The company’s headquarters is based in Maryland and employees nearly 200,000 people worldwide.   The company was founded by J. Willard and Alice Marriott in 1927 by opening a root beer stand in Washington D.C.

Marriott International Careers

Join the vibrant team at Marriott International, the global leader in hospitality, where career opportunities abound and the potential for growth is limitless. As part of our commitment to innovation and leadership in the industry, we are continuously seeking passionate, creative, and driven individuals to join our diverse team. Work You’ll Do At Marriott International, you will be part of a culture that values diversity, leadership, and professional development. Engage in meaningful work that enhances the travel experience of each guest while fostering a positive environment where all team members can thrive. Our team at Marriott International leads the way in delivering exceptional service and innovative hospitality solutions. With a variety of job opportunities ranging from front-line roles to executive positions, you can find the perfect match for your skills and career ambitions. Marriott International’s commitment to growth and innovation means we are always on the lookout for dynamic professionals to join our team. Whether you are seeking your first job, looking for a challenging leadership role, or aiming to specialize in hospitality management, Marriott offers unparalleled employment opportunities. Internship and Training Programs Kickstart your career with Marriott International’s internship programs. These opportunities provide invaluable industry experience and a chance to develop essential skills in a real-world setting. Interns at Marriott are treated as integral members of the team and are involved in projects that make a tangible impact on the company. In addition to internships, we offer comprehensive diversity training and professional development programs that prepare you for future leadership roles within the company. Our training programs are designed to enhance your capabilities and ensure you are equipped to meet the challenges of the evolving hospitality landscape. Benefits and Career Growth Marriott International believes in rewarding our employees for their dedication and hard work. We offer a competitive benefits package that includes health, vision, and dental insurance, employee discounts, and more. Moreover, we are committed to the professional growth of our employees. Career advancement at Marriott is not just a possibility—it is a priority. Join Our Team Explore the wide range of job opportunities at Marriott International. We are hiring across various departments, including management, customer service, culinary arts, and more. Bring your unique skills and perspective to our team, and help us continue to innovate and lead in the hospitality industry. Networking and Professional Development Stay connected and advance your career through Marriott’s extensive networking opportunities. Our professional community is designed to foster connections that can lead to career advancement and personal growth. Engage with leaders, gain industry insights, and build relationships that will support your career aspirations. Apply Now Ready to take the next step in your career? Search open positions that match your skills and interests on the Marriott Careers page. We look for individuals who are curious, team-oriented, and committed to excellence. Prepare your resume, sharpen your interview skills, and join one of the most respected names in the global hospitality industry. Stay Up to Date Keep informed with the latest career tips, company news, and industry insights from Marriott International. Join our community and discover how you can contribute to the world of hospitality and beyond. Explore job opportunities, embrace professional growth, and become part of a company that values innovation and leadership. At Marriott International, your career journey is just beginning.
Learn more about Marriott International
Size
120,000 employees
Market Cap
$46.5 billion
Industry
Hospitality & Recreation
Net Income
-$267 million
Founded
1927
5 Year Trend
-2.1%
Revenue
$10.5 billion
NASDAQ
MAR
* Ladders Estimates

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