Manager, Commercial Technology
3 weeks ago
Manager, Commercial Technology page is loaded Manager, Commercial Technology Apply locations Four Seasons Corporate Office Toronto time type Full time posted on Posted 2 Days Ago job requisition id REQ10314066
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.Dedicated to perfecting the travel experience through continual innovation and the highest standards of hospitality, Four Seasons can offer what many hospitality professionals dream of -the opportunity to build a life-long career with global potential and a real sense of pride in work well done.
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