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Director, Global Service Desk
2 months ago
Hyatt seeks an enthusiastic Director, Global Service Desk to join our Field Technology Services team. In this role, you will be collaborating closely with the broader Technology team, where you'll be instrumental in continuing to make Hyatt a leading hospitality company. You will be part of a team passionate about diversity, equity, and inclusion, committed to nurturing curiosity and new skills and building connections with stakeholders, colleagues, and guests across the organization.
Who We Are
At Hyatt, we believe in the power of belonging and creating a culture of care, where our colleagues become family.
Since 1957, our colleagues and guests have been at the heart of our business and helped Hyatt become one of the world's best and fastest-growing hospitality brands.
Our transformative growth and the addition of new hotels, brands, and business lines can open the door for exciting career and growth opportunities for our colleagues.
As we continue to grow, we never lose sight of what's most important: People. We turn trips into journeys, encounters into experiences, and jobs into careers.Why Now?
This is an exciting time to be at Hyatt. We are growing rapidly and are looking for passionate changemakers to be a part of our journey. The hospitality industry is resilient and continues to offer dynamic opportunities for upward mobility, and Hyatt is no exception.
How We Care for Our People
Our purpose sets us apart-to care for people so they can be their best.
Every business decision is made through the lens of our purpose, and it informs how we have and will continue to support each other as members of the Hyatt family.
Our care for our colleagues is the key to our success.We're proud to have earned a place on Fortune's prestigious 100 Best Companies to Work For list for the last ten years.
This recognition is a testament to how our Hyatt family continues to come together to care for one another, our commitment to a culture of inclusivity, empathy, and respect, and making sure everyone feels like they belong.
We're proud to offer exceptional corporate benefits which include:- Annual allotment of free hotel stays at Hyatt hotels globally
- Flexible work schedules
- Work-life benefits including well-being initiatives such as a complimentary Headspace subscription, and a discount at the on-site fitness center
- A global family assistance policy with paid time off following the birth or adoption of a child as well as financial assistance for adoption
- Paid Time Off, Medical, Dental, Vision, 401K with company match
Our success is underpinned by our diverse, equitable, and inclusive culture and we are committed to diversity across the board-from whom we hire and develop, the organizations we support, and whom we buy from and work with.
Who You Are
As our ideal candidate, you understand the power and purpose of our Culture of Care and embody our core values of Empathy, Inclusion, Integrity, Experimentation, Respect, and Well-being.
The Role
This position will provide technical leadership and day-to-day operation and management of Hyatt's Global Service Desk Team (over 70 colleagues across the regions).
The role will include both operational and strategic responsibilities in planning, coordinating, and overseeing all delivery and support services of the Service Desk team to our customers and partners worldwide.
This role will be a support process-oriented position and includes local and global direct reports. The ideal candidate will be a subject matter expert in AI, Self-Service, automation, chat, and delivering customer care globally.The goal will be to ensure the team consistently delivers a high-quality, customer-focused support team for our global environment in the most reliable and cost-effective method.
The successful candidate will foster a culture of collaboration and high performance, motivating and empowering a large team to achieve success.
- Ensure 24x7 service desk availability and reliability of network services
- Evaluate, design, implement, and support new and existing services for customers and partners based on industry best practices.
- Manages a budget exceeding $5M
- Improve teams' performance in delivering customer care through AI, self-service portal, chat, phone, and emails
- Manages the GTS monthly metrics to ensure accuracy, driving improvement and visibility to senior management
- Monitor key performance indicators (KPIs) to evaluate support effectiveness while taking quantitative data and developing actions that will improve efficiency and satisfaction
- Assist with the establishment of a 3-year plan and strategies for global support
- Research, document, publish, and maintain support policies and procedures in coordination with Hyatt processes
- Create and deliver training to help increase team skill sets and ensure staff development
- Mentor, train, and assist team members to further develop their career
Experience Required:
- Advanced knowledge of Automation, AI, ML, Chat, Self-Service, and automation
- Advanced knowledge of handling global support to a large global user base
- 10+ years' experience delivering management of Service Desk customer support
- 5+ years' experience with managing global teams
- Experience working with and making decisions based on data
- Proven track record for delivering customer care and customer focus
- Strong process management experience
- Ability to maintain confidentiality with information or items as required
- ServiceNow experience a plus, but not mandatory
- Time Management to handle Multiple issues and administration task
- Ability to speak Spanish is a plus
- Bachelor's degree
- HDI certificate in Service Desk Management
- Certified in ITIL Foundations v3 or equivalent knowledge of IT Incident, Problem, and Change management
We welcome you:
Research shows that women, people of color, and other historically excluded groups, tend to apply to jobs, only if they meet all the listed job qualifications.
