IT Service Manager

Key Responsibilities:

• Ensure effective service management while delivering and supporting IT services that align with the hotel's business requirements, guaranteeing that Service Level Agreements (SLAs) meet corporate standards.

• Manage the company's overall information technology infrastructure. Resolve hardware and software issues and coordinate with IT teams and product vendors to escalate unresolved problems.

• Provide initial support for hardware and software issues for operational users. Handle IT support calls, logging each one with comprehensive details.

• Oversee the entry, tracking, and resolution of all incoming support requests. Prioritize support calls and allocate tasks to the appropriate resources.

• Follow up with the property IT team and product vendors/suppliers to ensure timely resolution of technical problems.

• Work with users and the support team to enforce the Service Level Management (SLM) process, ensuring that SLAs, underlying Operational Level Agreements (OLAs), and vendor contracts are adhered to. Minimize any adverse impact on service quality.

• Identify training and educational needs for each user group and develop continuous improvement processes.

• Define and schedule project deliverables, milestones, and tasks. Develop and maintain technical and project documentation. Coordinate resources and personnel for assigned projects, recording and reporting activities to management.

• Maintain an up-to-date inventory of hardware and software licenses, updating records as changes occur.

• Monitor the IT operational budget and ensure IT expenses remain within budgetary limits. Maximize the use of available resources to reduce costs.

• Attend courses and IT seminars to stay informed about the systems used within the hotel, as well as general advancements in Information Technology.