Executive leader responsible for all aspects of transitioning world class workplace services for Marriott International Associates. This key organizational leader will focus on the transition of workplace technologies and other capabilities into the operations environment with the ‘millennial mindset’ as the primary consideration.
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CANDIDATE PROFILE
Education and Experience
Required:
• 10+ years of transitioning and delivering workplace and end user technology services and infrastructure with a minimum of 3 years at a Director and above level at a Fortune 500 company with significant scale.
• 5+ years transitioning and delivering virtualized and automated technology capabilities in support of desktop and mobile computing platforms.
• 5+ years working with third party service suppliers and ITO organizations – should include financial, SLA and service definition functions.
• Experience working with remote and offshore development and support teams.
• Experience transitioning and delivering large scale enterprise desktop and end user device management platforms such as Altiris, Casper, WSUS, Tanium and AirWatch/MobileIron.
• 10+ years experience negotiating with and managing OEM relationships.
• 3+ years experience working with enterprise class cloud services and DaaS providers such as Office365, AWS Workspaces, VMware Horizon Air or XENdesktop.
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Preferred:
• Demonstrated success leading large-scale infrastructure initiatives/transformations.
• Masters degree in Computer Science, Information Technology Management or MBA is desired.
• A thorough understanding of the interdependence of systems and their impact to the business.
• Understanding of the quality assurance, risk management, and security considerations and their impact on the overall technology environment.
• End to end infrastructure lifecycle experience related to desktop, mobile and virtual computing environments.
• Strong understanding of the software development life cycle(SDLC).
• Strong process management 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 the business environment, service requirements and hospitality culture.
• 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.
• 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.
• Demonstrate strong executive presence and strategic thinking skills.
• Demonstrate strong financial acumen – must have previous experience managing operational and capital budgets in excess of $20M.
CORE WORK ACTIVITIES
Leadership
• Accountable for providing day-to-day leadership and management of the Service Transition organization and managing the effective delivery of those services to the company.
• Establishes management level relationships and partnering with all discipline teams to define systems engineering and cloud services.
• Accountable for managing suppliers in ensuring they deliver quality services and meet all contractual obligations.
• Fosters an environment of continuous improvement and structured processes and procedures that support not only a zero-fault culture, but one that focuses on the "how" as much as the what.
Service Transition Management
• Develop strategies to clearly communicate the benefits, rationale, plans, and effects of all changes within the environment.
• Develop the appropriate strategies, processes, procedures, and governance for the successful implementation of change management, service asset and configuration management, release and deployment management, service validation and testing, change validation, and knowledge management.
• Act as a thought leader in the Service Transition space and demonstrate the appropriate technical acumen for workplace and end user technologies.
• Able to clearly articulate complex technical matters into common language for non technical individuals/teams.
• Experience leading large scale program activities with multimillion dollar budgets.
• Develop and continuously focus on improving the capabilities for transitioning new and changed services into the operational environment, including release planning, building, testing, evaluation, and deployment. This will include establishing a transition framework with the applicable validation gates to increase the reliability and confidence in integrating new services in the operations environment.
• Ensure that new, modified, or retired services meet the expectations of the business
• Ensure all assets required to deliver services are properly controlled, and that accurate and reliable information about those assets is available when and where it is needed.
• Ensure that new or changed services match design specification and meet the needs of the business
• Provide a consistent and standardized means of determining the performance of a service change in the context of likely impacts on the business outcomes, and on existing and proposed services and IT infrastructure.
• Develop processes to share perspectives, ideas, experience, and information; to enable informed decisions; and to improve efficiency by reducing the need to rediscover knowledge.
Change Management
• Develop the appropriate process, procedures, and governance for running the Change Advisory Board including when and how the Emergency Configuration Advisory Board will be engaged.
• Ensure all changes have the necessary information in regards to: Date and time of change, description of change, coordination details, communications plan, risk assessment, and back-out plan.
• Develop and maintain an accurate change schedule; work with the IT Operations Team to ensure there is a process to quickly conduct change correlations; and plan and manage service changes effectively and efficiently
• Manage risk related to new, changed or retired services; successfully deploy service releases; and set expectations on performance and use of new or changed services
• Set stakeholder expectations
• Evaluate the intended effects of a service change and as much of the unintended effects as is reasonably practical
• Provide good quality outputs so that change management can expedite an effective decision about whether or not a service change is to be authorized.
Service Asset and Configuration Management
• Ensure assets are identified, controlled, managed, and protected throughout their lifecycle
• Identify, control, record, report, audit, and verify services and other configuration items, including their attributes and relationships
• Ensure the integrity of configuration items and configuration by maintaining accurate information on their historical, planned, and current state in the organizations configuration management system.
Release and Deployment Management
• Responsible for the plan, schedule, and control of the build, test, and deployment of releases and for the delivery of new functionality while protecting the integrity of existing services.
• Develop and approve release management plans inclusive of the creation and testing of release packages
• Ensure knowledge transfer to customers, users, and other applicable stakeholders.
Service Validation and Testing
• Develop communications/socialization strategy for providing confidence to stakeholders that releases will provide the expected outcomes and value within the prescribed costs, capacity specifications, and other constraints
• Validate that the service is “fit for purpose” – it will deliver the required utility
• Provide assurance that the service is “fit for use” – it will deliver the agreed warranty
• Validate that the customer/stakeholder requirements are correctly defined
• Identify, assess, and address issues, errors, and risks throughout the service transition
Security and Compliance
• Responsible for all security and compliance related matters with workplace and end using computer technologies/services
• Serve as liason to the larger security organization to ensure compliance with all security policies, procedures, and governance
• Work with Conception & Engineering to develop the appropriate securityoperations/delivery plans
• Ensure security and regulatory standard compliance is met
• Deliver an always secure and audit ready service environment
• Develop the appropriate processes, procedures, and governance for allvulnerability patching
• Develop patching schedule taking into account business impacts and overall security of the environment
• Ensure there is an aggressive remediation plan in place for patching shortfalls
• Ensure security teams are aware/engaged with all changes, new services, and upgrades at the start of the transition process.
Knowledge Management
• Improve management decision making by ensuring that reliable and secure knowledge, information, and data is available
• Enable the service provider to be more efficient and improve quality of service, increase satisfaction, and reduce the cost of service
• Maintain a Service Knowledge Management System that provides controlled access to appropriate knowledge, information, and data
• Gather, analyze, store, share, use, and maintain knowledge, information, and data throughout the service provide organization.
Program Support
• Develop the appropriate process, procedures, and governance to track cost, schedule, and performance of all service transition activities.
• Aggressively track and socialize all financial aspects of program support activities.
• Ensure all service integrations, upgrades, and changes are focused on introducing/maintaining healthy services in the operations environment.
• Develop and maintain the appropriate program tracking tools such as executive level dashboards, program plans, and ad hoc (deep dive) reporting as required.
• Identify the appropriate triggers for escalation for any activities that are off glide path.
• Manage all digital and automated processes for service and device provisioning, service enhancements and service requests.
• Create and execute the strategy for transitioning self-help and consumer enabled service options via the ITSM platform.
• Responsible for sourcing and costing all projects for the transition and integration of new services.
• Work with third party suppliers and integrators on transitioning automated desktop support services and other support areas.
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