Manager, Commercial Technology

2 weeks ago

Four Seasons Corporate Office Toronto, Canada Four Seasons Hotels and Resorts Full time
About Four Seasons:

Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture.

At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us.

About the location:
Four Seasons Hotels and Resorts is a global, luxury hotel management company. We manage over 120 hotels and resorts and 50 private residences in 47 countries around the world and growing. Central to Four Seasons employee experience and social impact programming is the company's commitment to supporting cancer research, and the advancement of diversity, inclusion, equality and belonging at Four Seasons corporate offices and properties worldwide. At Four Seasons, we are powered by people and our culture enables everything we do.

We have an exciting opportunity as Manager, Commercial Technology. The successful candidate will be accountable for ensuring that our Commercial Technology stack, including our corporate websites (www.fourseasons.com, press.fourseasons.com), operates at peak efficiency and uptime to support the priorities & strategies of our stakeholders in the Commercial and other supported lines of business. They enjoy solving a myriad of technical challenges and taking on operational and delivery improvements to enhance our platforms to meet the evolving needs of our guests.

The role will collaborate with a cross-functional team consisting of Digital Product Owners, Delivery Leads, IT Platform Owners, IT Security, Hotel Operations and third party vendors.

The Manager, Commercial Technology, will also act as the point person for our business teams for technical support from the project stage to the sustaining phase.

This role is based in Four Seasons Hotels and Resorts, Toronto Corporate Office, reporting to the Senior Director, Commercial Technology. This role involves interactions with primarily internal stakeholders at various levels.

What You'll Be Doing:

Strategy & Planning:
  • Manage and support the technology portfolio to ensure secure, reliable, and future-proof capabilities that align to company business and technology Key Performance Indicators (KPIs)
  • Identify operational risks and implement strategic solutions to maximize uptime and strive to exceed KPIs
  • Continually evaluate the technology portfolio against business strategy and capabilities of similar products on the market to identify potential future solutions
  • Assist with the development of L1, L2 support models using onshore/offshore resources
  • Lead regular reviews of internal processes and activities to identify and implement opportunities for improvement and efficiencies


Acquisition & Deployment:
  • Identify and implement appropriate solutions to ensure that operational KPIs such as uptime and performance are accurately measured and delivered on budget
  • Collaborate closely with both business and IT teams to ensure alignment and coherence with overall technology strategy, direction, and priorities
  • Present proposed operational changes to business, technical and executive stakeholders as necessary, and follow-up on all issues and required modifications
  • Manage, review, and negotiate vendor and service contract terms and commercials
  • Work closely with Finance to ensure adherence to global programs model
  • Ensure that new functionality delivered in projects is incorporated into standard operational procedures and documentation
  • Partner with Commercial teams to complete business cases for ongoing initiatives by providing relevant IT Operations expertise
  • Identify potential performance risks of new projects and implement mitigation strategies


Operational Management:
  • Oversee daily operation activities to ensure operational readiness, functionality, availability, and security of the Commercial IT infrastructure and services
  • Accountable for adherence to all IT Operations policies and processes, including business as usual (BAU) IT maintenance and support activities
  • Ensure security of data, network access and backup systems in collaboration with IT Security team
  • Ensure technology, processes and governance are in place and always current to monitor, detect, prevent, and respond to operational issues in a timely fashion
  • Create and maintain all relevant operational documentation, including administration and user guides, process models, specifications, diagrams, and charts to provide direction and guidance to developers and/or project teams
  • Accountable for the gathering and regular collation of daily and management reports of department activities, tasks, and operational metrics
  • Accountable for leading incident and problem management services across diverse portfolio of applications and tools in a 7 by 24 model
  • Proven ability to lead, manage, and coach a cross-functional team of technology professionals in the pursuit of delivering business value, including performance and training assessments. Assist in the development of IT staffing plan and team professional growth
  • Manage relationships, service levels and contracts with technology vendors and partners and service provides to ensure effective operational support, adherence to contract terms and service level agreements
  • Act effectively as team representative with other teams at Four Seasons


Who You Are:

Assets:
  • Excellent analytical, mathematical, and creative problem-solving skills
  • Excellent listening, interpersonal, written, and oral communication skills
  • Ability to organize and lead meetings, workshops and group discussions with good presentation skills
  • Logical and efficient, with keen attention to detail
  • Highly self motivated and directed
  • Ability to effectively prioritize and execute multiple tasks while under pressure
  • Strong customer service orientation
  • Experience working in a team-oriented, collaborative environment
  • Proven experience and knowledge of:
  • Operational Support practices focused on DevOps (CI/CD) and web technologies
  • Amazon Web Services and Akamai products
  • Application Performance Monitoring tools
  • Microsoft Office Suite
  • Ability to quickly learn about new software applications


Preferred:
  • Experience and knowledge of:
  • Adobe Analytics, Google Analytics & Tealium
  • Dynatrace and other application monitoring tools
  • React, Node.js and web development frameworks
  • Security tools (Veracode, Trustwave) and best practices
  • Web development technologies
  • JIRA, Confluence administration
  • Experience with mobile apps, Salesforce, service bus environments and other platforms


What You Bring:
  • 5 to 7 years of related IT Support & Operations, IT Management and IT Infrastructure experience in an eCommerce environment (preferably in a hospitality/service environment setting)
  • 2+ years of CI/CD experience with demonstrable delivery capabilities
  • College diploma or university degree in computer science, IT or business administration.
  • Highly desirable: Information Technology Infrastructure Library (ITIL) Certification, Certified Secure Software Lifecycle Professional (CSSLP), AWS Certifications


This role will be a Hybrid working model, which will require 3 days per week in the Four Seasons Corporate Office located at 1165 Leslie Street, Toronto, Ontario #LI-Hybrid

Four Seasons is committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If contacted for an employment opportunity, please advise Human Resources if you require accommodation.

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