Job Number 24067278Job Category Information TechnologyLocation Marriott International HQ, 7750 Wisconsin Avenue, Bethesda, Maryland, United StatesSchedule Full-TimeLocated Remotely? YRelocation? NPosition Type ManagementJOB SUMMARYAs a member of the Infrastructure & Delivery Shared Services organization this position will be responsible in implementing and managing problem management strategies to identify, diagnose, and resolve IT incidents and prevent their recurrence. The Manager will partner with Product, infrastructure, engineering, vendors, and Support teams to continuously measure and improve services, process, and support. You will play a key role in ensuring the smooth operation of our IT infrastructure and minimizing the impact of disruptions on business operations. This is a technical manager role that will require collaboration with multiple Global Technology teams.CANDIDATE PROFILEEducation and ExperienceRequired:
Undergraduate degree or equivalent experience/certification
2+ years of experience in IT service management, with a proven track record using ITIL principles.
Proven experience executing strategic service management plans or initiatives
5+ years of experience in Information Technology (IT) and/or analytics role including:
Excellent communication and interpersonal skills to effectively collaborate with stakeholders at all levels
Preferred Qualifications:
In-depth knowledge of ITIL frameworks, including Problem Management, Incident Management, and Change Management.
ITIL v3/v4 Certification
Experience understanding infrastructure and operations data
Strong analytical and problem-solving skills, with the ability to identify root causes and develop effective solutions.
Strong process management, negotiating, influencing, and problem resolution skills.
Ability to understand and communicate the lifecycle of technologies and applications and to translate into business strategies for the client organizations.
Ability to accomplish results through others, particularly by establishing relationships, effective controls and partnering in a managed service environment.
Experience with ServiceNow and ITSM platforms
CORE WORK ACTIVITIES
Execute and manage the IT problem management program aligned with ITIL best practices Analyze incident trends to identify root causes and implement preventive measures to reduce future occurrences.
Lead a team of problem managers and analysts in identifying, investigating, and resolving complex IT incidents.
Develop, implement, and track KPIs and success measurements
Collaborate with other IT teams, including Incident Management, Change Management, and Release Management, to ensure a coordinated approach to IT service management.
Supports governance of program business rhythms, and provides regular progress reporting
Support development of support process design
Thinks creatively, systemically, holistically, and practically to develop, execute and implement new project plans.
Stay up-to-date on the latest IT trends and best practices for service management and ITIL disciplines.
Communicate effectively with stakeholders at all levels, including upper management, IT staff, and business units.
Delivering on Stakeholder Needs
Understands and meets the needs of key stakeholders.
Provides recommendations to improve the effectiveness of processes and programs.
Communicates concepts in a clear and persuasive manner that is easy to understand.
Applies knowledge/judgment/actions to achieve business goals.
Supports achievement of performance goals, budget goals, team goals, etc.
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.
California Applicants Only : The salary range for this position is $83,550.00 to $178,603.00 annually.Colorado Applicants Only : The salary range for this position is $83,550.00 to $162,366.00 annually.Hawaii Applicants Only : The salary range for this position is $101,096.00 to $178,603.00 annually.New York Applicants Only : The salary range for this position is $83,550.00 to $178,603.00 annually.Washington Applicants Only : The salary range for this position is $83,550.00 to $178,603.00 annually. In addition to the annual salary, the position will be eligible to receive an annual bonus. Employees will accrue 0.04616 PTO balance for every hour worked and eligible to receive minimum of 7 holidays annually.All locations offer coverage for medical, dental, vision, health care flexible spending account, dependent care flexible spending account, life insurance, disability insurance, accident insurance, adoption expense reimbursements, paid parental leave, educational assistance, 401(k) plan, stock purchase plan, discounts at Marriott properties, commuter benefits, employee assistance plan, and childcare discounts. Benefits are subject to terms and conditions, which may include rules regarding eligibility, enrollment, waiting period, contribution, benefit limits, election changes, benefit exclusions, and others.Marriott HQ is committed to a hybrid work environment that enables associates to Be connected. Headquarters-based positions are considered hybrid, for candidates within a commuting distance to Bethesda, MD; candidates outside of commuting distance to Bethesda, MD will be considered for Remote positions.The application deadline for this position is 5 days after the date of this posting, 04/17/2024.Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.Marriott International is the world’s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.
Full-time