Vice President, Applications & Infrastructure Delivery

Job Number 22062424

Job Category Information Technology

Location Marriott International HQ, 10400 Fernwood Road, Bethesda, Maryland, United States

Schedule Full-Time

Located Remotely? Y

Relocation? Y

Position Type Management

Reporting to the SVP of Infrastructure Delivery, the VP, Applications & Infrastructure Delivery serves as the senior technology operations leader that guides the day-to-day operations of Marriotts technology services around the world. This role looks at technology operations with a customers lens, stitching together applications, infrastructure, and services from all aspects of Global Technology to deliver premium experiences to business partners, properties, and consumers. Leads cohesive production support activities to ensure compliance with system performance goals, drives the resolution of high priority incidents, and partners to develop and implement performance and stability plans. Orchestrates the Release and Change management process, balancing speed to market with stability and operational readiness. Champions efficiency across the technology ecosystem, guiding teams to modern operational and foundational processes that maximize productivity and impact.

CANDIDATE PROFILE

Education and Experience

Required:

• 15+ years of operational or application development leadership experience with a minimum of 5 years at a leadership level

• Five years recent experience with application production support and ITIL processes.

• Direct management of complex budgets in excess of $30M- 40M direct and indirect costs.

• Direct management of cross functional, sourced, or matrixed teams.

• Experience with Agile, CI/CD, DevOps, and Lean practices.

• Experience working with global service providers to deliver support services within agreed upon financial and service level parameters.

Preferred:

• Proven executive experience in operational support capabilities

• Working knowledge of ITIL and modern industry standards, common practices and automation blueprints

• Experience with implementing an automated change control workflow integrated with CICD

• Experience developing change KPIs and measuring success through OKRs

• Experience with cloud native architectures, deployment patterns, minimum QA requirements

• Experience orchestrating non-production environments that supports multiple concurrent deployments across applications

• Understanding of product model methodologies and the intersection with operational support processes

• Experience in governing through standardized pipeline rather than legacy manual approval processes

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

• Strong 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 success leading medium- to large-scale initiatives/transformations

• Proven executive experience in strategic planning and budgeting within one or more business groups

• Demonstrated ability to assess customer/client needs, creatively approach solutions, decide and influence appropriate courses of action

• Ability to understand and communicate the lifecycle of technologies and applications and to translate into business strategies for the client organizations

• Solid understanding of IT financial structures and ability to manage to corporate financial processes 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 accomplish results through others, particularly by establishing relationships, effective controls and leading in a managed service environment

• Ability to comprehend and simplify complex concepts and initiatives to various stakeholder segments with different levels of understanding

• Have a demonstrated ability to drive projects to completion, manage multiple tasks with competing priorities and handle variable workloads

• Confident in partnering with and leading cross-functional teams to build change strategies and tactics with an unwavering focus on employee adoption

• Curious about digital transformation trends, new and emerging technologies and how to increase adoption and sustainability

• Critical thinker with a can-do attitude and willingness to take on new challenges in a dynamic environment

• Experience with chaos engineering through modern tools such as chaos monkey

• Analytical and data driven decision maker

CORE WORK ACTIVITIES

Developing and Managing Change & Support Standards, Processes, And Tools

• Drives modernization of operational and change processes with heavy emphasis on automation and DevOps principles

• Ensures standardized methods, documentation and procedures for efficient and quality handling of all application-related changes

• Accountable for restoring normal service operation as quickly as possible and to minimize the impact on business operations for, thus ensuring that the best possible levels of service quality and availability are maintained

• Oversees all aspects of the change and release process to ensure proper planning and resource availability

• Partners with Global Technology organization to create broader technology related and corporate standards and policies where necessary

• Ensures all known Problems are cataloged, assigned for resolution, closed and validated with no reoccurrence

• Ensure that all applications adhere to appropriate monitoring and performance standards based on their technology/business process

• Monitors projects for adherence to defined development processes and operational readiness.

• Communicates important production support policy changes that affect service provider and/or Marriott operations

Managing Day-To-Day Relationships with IT Teams

• Manages operational support in partnership with IT teams, business partners and providers

• Manages day-to day relationships with all IT teams to promote the delivery of services that meet or exceed the client expectations

• Drives timely resolution of escalated service delivery problems and minimizes the impact of any client service delivery issues

• Defines, manages, and improves service level reporting for technology capabilities

• Automate change control process for multiple daily software releases across application teams

• Oversee, modernize and automate release and branching strategy

• Improve and accelerate incident triage and resolution in production and non-production environments

• Provides overall project management of operational continuous improvement and risk business projects/portfolios

• Partners with support service providers

• Ensures the service provider(s) performs the services agreed to by the master services agreement in a manner that is consistent with both the spirit and the letter of the agreement

• Works with all technology teams to progress the service providers services to match client needs

• Facilitates team and service provider compliance with the agreement

• Ensures service levels meet business needs

• Supports the IT organization

• Participates in the creation and maintenance of ITs business strategy and planning

• Supports and follows defined IT Governance decision rights, standards and practices

• Emphasizes accuracy and effectiveness of estimating and planning management with team

• Assists all IT teams with the preparation and monitoring of business/discipline and continent IT budgets

Implementing and Managing Continuous Improvement Program

• Implements CMMi or similar metrics to demonstrate continuous improvement and alignment with the industry

• Demonstrates continuous improvement through metrics of quality consistency and client satisfaction

• Works with service providers, IT teams, and business partners to implement continuous improvement activities

• Designs feedback processes to continually improve client satisfaction

Build a High-Performing Team

• Creates vision, clear direction, and strategy for the team

• Ensures successful processes and organizational structure of the Infrastructure Delivery team

• Establishes, manages, and coaches team with clear objectives and performance expectations

• Attracts, motivates, develops, and retains highly skilled team members

• Monitors and improves team efficiency, effectiveness, and impact

• Leads and enables enterprise-wide thinking in the team

• Creates an environment that values employees and encourages cooperation, open communication, and teamwork

• Serves as a role model by demonstrating a commitment to company values, high performance standards, workplace diversity, and driving result

This position requires proof of full vaccination against COVID-19 prior to the first date of employment, subject to applicable law. If you are offered employment, this requirement must be met by your date of hire, unless a reasonable accommodation request is received and approved.

This position offers health care benefits, flexible spending accounts, 401(k) plan, accrued paid time off (including sick leave), life insurance, disability coverage, other life and work wellness benefits and may include incentive compensation. Benefits and incentive compensation may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions. Colorado applicants only: The salary range for this position is $175,106 to $326,865 annually.

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 worlds largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. We believe a great career is a journey of discovery and exploration. So, we ask, where will your journey take you?