Commercial Technology Manager
1 month ago
About Four Seasons:
Four Seasons thrives on the strength of our people. We are a diverse group of individuals who aspire to improve continuously, challenge ourselves, and treat one another with respect and kindness. Our global team crafts extraordinary experiences for our guests, residents, and partners through a dedication to luxury and heartfelt service. We understand that the key to enabling our team to deliver exceptional guest experiences lies in fostering a world-class employee experience and a positive company culture.
At Four Seasons, we value recognizing familiar faces, welcoming newcomers, and treating everyone we encounter as we wish to be treated. Whether you collaborate with us, stay with us, live with us, or explore with us, we believe our mission is to create lasting impressions. This belief stems from our understanding that life is enriched when we genuinely connect with the people and the world around us.
About the Role:
We are excited to present an opportunity for a Manager of Commercial Technology. The successful candidate will be responsible for ensuring that our Commercial Technology infrastructure, including our corporate websites, operates at optimal efficiency and reliability to support the objectives and strategies of our stakeholders across various business lines. This role involves tackling a range of technical challenges and implementing operational enhancements to improve our platforms in response to the evolving needs of our guests.The Manager of Commercial Technology will work collaboratively with a cross-functional team that includes Digital Product Owners, Delivery Leads, IT Platform Owners, IT Security, Hotel Operations, and external vendors.
This position will serve as the primary contact for our business teams, providing technical support from the project initiation phase through to ongoing operations.
Key Responsibilities:
Strategic Oversight:
Manage and oversee the technology portfolio to ensure secure, reliable, and future-ready capabilities that align with the company's business and technology Key Performance Indicators (KPIs). Identify operational risks and implement strategic solutions to maximize uptime and strive to exceed KPIs. Continuously assess the technology portfolio against business strategy and market capabilities to identify potential future solutions. Assist in developing support models utilizing both onshore and offshore resources. Lead regular evaluations of internal processes to identify and implement opportunities for improvement and efficiency.Implementation & Deployment:
Identify and implement suitable solutions to ensure operational KPIs such as uptime and performance are accurately measured and delivered within budget. Collaborate closely with both business and IT teams to ensure alignment with overall technology strategy 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. Work in conjunction with Finance to ensure adherence to global program models. Ensure that new functionalities delivered in projects are integrated into standard operational procedures and documentation. Partner with Commercial teams to develop 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 operational activities to ensure readiness, functionality, availability, and security of the Commercial IT infrastructure and services. Ensure compliance with all IT Operations policies and processes, including routine IT maintenance and support activities. Collaborate with the IT Security team to ensure data security, network access, and backup systems. Maintain current technology, processes, and governance to monitor, detect, prevent, and respond to operational issues promptly. Create and maintain all relevant operational documentation, including administration and user guides, process models, specifications, diagrams, and charts to guide developers and project teams. Gather and compile daily and management reports of departmental activities, tasks, and operational metrics. Lead incident and problem management services across a diverse portfolio of applications and tools. Demonstrate the ability to lead, manage, and mentor a cross-functional team of technology professionals in delivering business value, including performance and training assessments. Manage relationships, service levels, and contracts with technology vendors and partners to ensure effective operational support. Act as a representative of the team with other departments at Four Seasons.Ideal Candidate:
Strong analytical, mathematical, and creative problem-solving skills. Excellent communication skills, both written and verbal. Ability to organize and lead meetings, workshops, and group discussions effectively. Detail-oriented with a logical and efficient approach. Highly self-motivated and directed. Ability to prioritize and execute multiple tasks under pressure. Strong customer service orientation. Experience in a collaborative, team-oriented environment. Proven knowledge of operational support practices focused on DevOps and web technologies. Familiarity with Amazon Web Services and Akamai products. Experience with application performance monitoring tools. Proficiency in Microsoft Office Suite. Ability to quickly adapt to new software applications.Preferred Qualifications:
Knowledge of Adobe Analytics, Google Analytics, and Tealium. Experience with Dynatrace and other application monitoring tools. Familiarity with React and web development frameworks. Understanding of security tools and best practices. Experience with web development technologies. Knowledge of JIRA and Confluence administration. Experience with mobile applications and service bus environments.Qualifications:
5 to 7 years of relevant IT Support & Operations, IT Management, and IT Infrastructure experience in an eCommerce environment. 2+ years of CI/CD experience with demonstrable delivery capabilities. College diploma or university degree in computer science, IT, or business administration. Highly desirable: ITIL Certification, CSSLP, AWS Certifications.This role will operate under a hybrid working model, requiring a combination of in-office and remote work.
Four Seasons is dedicated to providing employment accommodation in accordance with applicable human rights codes and accessibility legislation. If contacted for an employment opportunity, please inform Human Resources if you require accommodation.
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