Key Responsibilities

IT Operations & Pre-Opening Setup

• Support the pre-opening phase of Mandarin Oriental Hotel Group for Cortina d'Ampezzo, ensuring the full deployment and readiness of all IT systems prior to opening.
• Oversee daily IT operations, providing first-line support to colleagues and second-line support to guests, ensuring seamless and timely resolution of technical issues.
• Coordinate the installation, configuration, and testing of all hotel IT infrastructure, including servers, endpoints, network devices, and guest-facing technologies.
• Ensure all systems are fully operational in line with opening timelines, brand standards, and guest experience expectations.

Cluster Alignment & Governance

• Ensure full alignment with Mandarin Oriental corporate IT standards, policies, and procedures, working in close coordination with the Cluster IT function across Lago di Como and Cortina.
• Support the standardization of systems, cybersecurity protocols, and operational processes across the cluster.
• Act as the key on-property IT contact for corporate teams, vendors, and ownership representatives.

IT Infrastructure & Systems Management

• Monitor, maintain, and optimize IT infrastructure, ensuring maximum uptime, performance, and SLA compliance, particularly during peak seasonal operations.
• Manage and support core hospitality systems, including PMS, POS, VoIP, and back-office applications.
• Oversee telephony systems, including IP telephony, call routing, and voicemail configuration.
• Troubleshoot network connectivity issues and perform configuration adjustments to ensure stable and secure connectivity across the property.

Seasonal Operations & Peak Management

• Ensure IT readiness and resilience during high-demand winter and summer seasons, proactively identifying risks and implementing mitigation plans.
• Support rapid ramp-up of systems and users at the beginning of each season, including onboarding of seasonal colleagues.
• Guarantee minimal downtime and business continuity during periods of high occupancy and operational pressure.

IT Team & Vendor Management

• Coordinate IT activities, including daily support, maintenance, and project work, ensuring appropriate prioritization.
• Manage relationships with external vendors and service providers, ensuring service quality, responsiveness, and cost control.
• Support the development of junior team members and promote a culture of accountability, service excellence, and continuous improvement.

Change Management & Projects

• Oversee IT projects, upgrades, and system implementations, ensuring minimal disruption to operations.
• Manage change requests following corporate protocols, including testing, documentation, approvals, and rollback procedures.
• Participate in pre-opening project planning, including budgeting, timelines, and resource allocation.

Cybersecurity & Compliance

• Ensure full compliance with Mandarin Oriental IT security standards, as well as local regulatory requirements (including GDPR and PCI DSS).
• Monitor system security, manage endpoint protection solutions, and ensure timely patching and updates.
• Collaborate with corporate IT security teams on incident management, audits, and remediation plans.
• Deliver IT security awareness training to colleagues and ensure adherence to internal policies.

Candidate Profile

Requirements

• Proven experience in a similar IT leadership or supervisory role, ideally within luxury hospitality or complex operational environments.
• Strong technical background in IT infrastructure, networking (LAN/WAN), and systems administration (Windows Server environments and virtualization).
• Experience with hospitality systems (PMS, POS, VoIP) is highly desirable.
• Familiarity with Audio Visual (AV) systems and event technology is a plus, particularly in a luxury resort context.
• Demonstrated ability to operate effectively in pre-opening environments and/or seasonal operations.
• Strong problem-solving skills and ability to manage multiple priorities under pressure.
• Excellent interpersonal and communication skills, with a service-oriented mindset.
• Fluency in English is required; Italian is strongly preferred.