Manager, Commercial Technology

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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