Senior Director of ServiceNow Platform

Job Number 24157004

Job Category Information Technology

Location Marriott International HQ, 7750 Wisconsin Avenue, Bethesda, Maryland, United States

Schedule Full-Time

Located Remotely? Y

Relocation? N

Position Type Management

Job Summary

As the Senior Director, ServiceNow Platform, you will be at the forefront of leading transformation of the overall ServiceNow implementation at Marriott International including product function and capability, governance and compliance, as well as related product teams, suppliers, and managed service providers. You are expected to drive a culture of continuous improvement, encouraging innovation and the adoption of best practices. This role is integral to enhancing the customer experience for associates, requiring a leader with strategic vision, exceptional operational excellence, deep business acumen, and a commitment to exceptional customer service in hospitality technology. The Senior Director, ServiceNow platform, ensures the efficient delivery of overall IT services, focusing on ITIL and business processes, CMDB, internal and external integrations and automations, overall hygiene, and access management to meet predefined quality and availability standards. The role focuses on optimizing the platform functionality through Managed Service Provider relationships, performance as compared to expectations, and overall service delivery efficiencies. This role will balance service reliability and cost, emphasizing continuous performance monitoring against established SLAs, and customer experience measures of usability, availability, and performance. This role ensures IT services continually align with business objectives, enhancing customer satisfaction and compliance.

Travel: 25-50%

Candidate Profile

Education and Experience

Required:

• Undergraduate degree or equivalent combination of experience, education, and certification

• 10+ years' overall experience in a technology service operations leadership

• 5+ years of Information Technology leadership experience with at least 3 years as manager of people

• 7+ years' experience and expert understanding of enterprise technology support:

• ServiceNow Platform leader, architect, developer, or engineer

• Service Management operational framework including functions, capabilities, relationships, and measures

• Enterprise Service Management technologies & automation techniques

• Managed Service Provider relationship performance management at scale

• Service Level Management development, measurement, and enforcement

• Security: Compliance, Risk, Information Assurance, Data Protection

• Influence and direct oversight of managed service providers within a large enterprise

• Recent and relevant Scaled Agile Framework experience

• Prior leader-of-leaders experience in an enterprise role for a large firm

• Experience managing and forecasting an annual budget more than $5M

• Demonstrated ability to build and deliver high quality business reports to all levels with high EQ and clarity

Preferred:

• Experience with an enterprise technology modernization transformation effort across a portfolio of comparable size

• Familiarity with and demonstrated application of AiOps and DevOps technologies and services

• Experience in operating a global IT Support organization with engagement mechanisms to agile methodologies and Site Reliability Engineering (SRE) organization design

• Knowledge of AI/ML solutions and their application within a Service Desk or IT support organization

• Experience leading global teams with a mix of employees, contractors, and managed service providers

• Experience in retail and/or hospitality industries supporting complex technology environments

• Experience in managing SLAs, OLAs, and KPIs via service management tools

• Elevated ITIL / Service Management Certifications (i.e., Expert)

Key Responsibilities

Leadership and Strategic Planning

• Develop and implement a strategic vision with supporting tactical plans for the ServiceNow Platform, aligning with Marriott International's overall business goals

• Foster and demonstrate culture of innovation and continuous improvement within the team

• Establish and enforce effective policies and procedures to optimize ServiceNow Platform operations

• Lead change management initiatives, ensuring the team adapts to evolving business and technology environments

• Collaborate with other senior leaders to ensure ServiceNow Platform strategies support Global Technology objectives

Customer Experience Design and Continuous Improvement

• Implement customer feedback systems for identifying and addressing ServiceNow Platform improvement opportunities

• Work collaboratively with global departments to ensure a cohesive customer experience

• Identify opportunistic improvements and initiate projects to enhance customer satisfaction, service durability, and confidence

• Use customer interaction data to make informed decisions about service improvements

• Identify Service Management and CMDB improvement opportunities to streamline Service Support, Service Delivery, Service Mapping, and inter-team mechanisms to drive efficiencies

Operational Management

• Manage day-to-day operations as needed, ensuring efficient and effective issue resolution, and process & labor efficiency

• Monitor key performance metrics and leverage key data points to identify and address areas for improvement

• Maintain compliance with relevant policies, procedures, security, compliance, and regulatory standards

• Manage critical service interruptions, issue responses, and crisis situations effectively

Team Development and Organizational Leadership

• Demonstrate a high level of performance management

• Lead and mentor a high-performing team

• Identify and invest in high potential team members

• Assist under-performers with tools, resources, and dedicated time with the goal to course-correct areas of behaviors and performance

• Recruit, hire, and retain high performing team members

• Conduct performance evaluations and continually support timely coaching and career development

• Ensure optimal staffing and resource allocation for maintaining service levels

• Promote a collaborative, highly diverse, and inclusive team culture across demographics and geographies

Technology and Innovation

• Drive the adoption of advanced technologies to improve ServiceNow Platform efficiency, effectiveness, and business value

• Stay informed about leading industry trends and emerging technologies

• Collaborate with internal and external technology leaders for robust and scalable technology solutions

• Design and lead innovation-driven projects to enhance customer service capabilities

Stakeholder Engagement

• Act as the primary contact, authoritative leader, and liaison between the ServiceNow Platform team and other organizational units

• Regularly update senior management on ServiceNow performance and progress across strategic initiatives

• Build and maintain strong relationships with external vendors and business partners with bilateral accountability

• Engage with stakeholders to align ServiceNow Platform goals with business needs

Additional Responsibilities

• Informs, updates, and provides information to team leaders, co-workers, and subordinates by telephone, in written form, e-mail, or in person in a highly responsive and overall timely manner

• Attends and actively 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 all other reasonable duties as assigned by manager

The salary range for this position is $134,700 to $255,930 annually. In addition to the annual salary, the position will be eligible to receive an annual bonus and restricted stock units/stock grants.

Washington Applicants Only: 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 28 days after the date of this posting, September 6, 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.