Position Title: Global Applications Support Manager

Reports To: Director Global Applications

Level: Manager

Location: Flexible

Areas Covered: Global

About the organisation: Mandarin Oriental Hotel Group

Mandarin Oriental Hotel Group (“MOHG”) is an international hotel group with deluxe and first-class hotels, resorts and residences in sought-after destinations around the world. MOHG now operates 37 hotels and seven residences in 25 countries and territories, with each property reflecting MOHG’s oriental heritage and unique sense of place. MOHG has a strong pipeline of hotels and residences under development. MOHG continues to drive its reputation as an innovative leader in luxury hospitality, seeking selective opportunities to expand the reach of the brand, with the aim to maximise profitability and long-term shareholder value.

Scope of Position

The Global Applications Support Manager will work closely with the Director Global Applications to partner with other colleagues and vendors to coordinate and manage the tasks required to support enterprise applications globally.

Duties and Supporting Responsibilities

• Act as the primary contact for support escalations for global applications including but not limited to: Infor HMS, Datavision, SpaSoft, Shift4, IreckonU, SevenRooms, Actabl, Glowing.io, Infrasys, and InfoGenesis and the integrations between these systems.
• Work with MOHG partners to maintain and update the MOHG UAT environment. Provide access to the UAT environment for vendors and MOHG business leads and facilitate testing. 
• Work with the infrastructure & the Global helpdesk team to approve OS Patches, network changes, etc. for the Applications UAT environment. 
• Provide global application support to MOHG colleagues during hotel openings. Provide direction and support for questions related to integration between systems and payment platforms. 
• Participate in regularly scheduled meetings with global application vendors to help resolve hotel issues and influence roadmap enhancements to fulfill MOHG needs.
• Provide technology support for selected global application projects during specification, evaluation, pilot, and rollout stages.
• Liaise with the global service desk to deliver and optimize support as it relates to Applications including ensuring that application related support processes, procedures, and knowledge base documentation are up-to-date and accessible to colleagues on MOHG’s Intranet.
• Ensure that support processes, procedures, and knowledge base documentation are up-to-date and accessible to the hotel IT colleagues.
• Provide support for incident escalation by troubleshooting issues to determine appropriate resources to resolve problems.
• Partner with Information Security and Infrastructure team to ensure security and privacy considerations are adequate for all systems and suppliers

Core Competencies

The candidate should have at least 5 years working experience supporting hotel business processes and related systems. In addition, the following attributes are required:

• Understanding of hotel business processes and experience with Hospitality applications, policies, and standards is strongly preferred
• Experience in gathering requirements, analysis, implementation, and evaluation of IT systems and their specifications
• Strong logical mind with experience troubleshooting complex technical issues
• Demonstrated project management capability; PMP certification or equivalent experience required
• Sound understanding of computer systems (hardware/software), networks, etc.
• Understanding of global information privacy and security standards, such as GDPR, PII, and PCI is helpful
• Good judgment and ability to prioritize in a highly dynamic environment
• Attention to detail, time management, and organizational skills 
• Highly motivated, independent worker
• Ability to take ownership of processes and deliverables across functional teams 
• Ability to manage multiple priorities and tools, ITSM experience preferred 
• Ability to work collaboratively in a highly matrixed environment to get alignment and buy-in on strategy and tactics
• BS/BA or equivalent certifications in computer science, engineering, or a relevant field 
• Ability to travel
• Flexibility to accommodate calls outside of normal hours with colleagues globally