Vice President Technology Operations
***This role is based at one of our corporate offices in Memphis, TN, McLean, VA, or Dallas, TX***
This is your chance to be a part of an in-house Technology team that’s creating consumer-facing, cutting-edge technologies revolutionizing the hospitality industry around the world!
What will I be doing?
Hilton’s core infrastructure and coordination of all Change, Problem, and Incident management programs. On the Platform Engineering & Operations team reporting to the Senior Vice President Chief Technology Officer, you will guide the future of the organization by developing the strategy and vision and running the core service layer managing runtime operations to support our Network, Systems, Cloud, and Security Engineering teams.
Your responsibilities will also include:
- Provide strategic leadership over the operational processes and responsibilities of the Technology Operations team.
- Foster team and leadership development and drive organizational growth.
- Define strategy and direction for all our hosted solutions, including traditional data centers and cloud solutions.
- Lead an interdisciplinary team of engineers, to continue enhancing and defining Hilton's cloud platforms.
- Develop and implement the operational governance and oversight of Hilton’s outsourced service providers including SLA management and process and performance improvement plans.
- Implement and manage an incident response and problem management process to address immediate issues and long-term operational problems.
- Develop and implement processes and procedures to monitor SaaS applications and establish support and escalation procedures to ensure SaaS provider issues are resolved expeditiously.
- Be the primary operations escalation contact and coordinate response with the members of the CTO and CIO Leadership Teams.
- Manage outage and issue communications and escalations with hotels, IT leadership, and business leaders.
- Coordinate outage post-mortems and root cause analyses and ensure that lessons learned are applied by all vendor and Hilton teams to improve overall system stability and lead operational performance improvements.
- Ensure that Technology Operations processes meet business requirements and system goals.
How you will collaborate with others:
- Manage executive level partnerships and translate technical work into business impacts.
- Partner with Application Development, Enterprise Architecture, Digital, and Infrastructure teams to ensure that all new applications and services are adequately documented, integrated with ITIL processes, and fully supported by L1 and L2 support teams.
- Interact with business leaders to address issues and concerns with ongoing runtime operations.
- Communicate with all vendors to ensure service delivery capabilities are always maintained and implement remediation plans to correct identified gaps.
- Conduct meetings with customers and partners to review support procedures and current issues.
What initiatives you will take ownership of:
- Establish the cloud architecture strategy, ensuring alignment with business goals.
- Elevate communication with executive leadership, manage upward, and supervise cloud operations.
- Direct all elements of Hilton’s Disaster Recovery program and serve as overall lead for Hilton Technology for the Business Continuity Management program.
- Lead the planning and implementation of ITIL standards and certifications.
- Set the direction for the Technology Operations team, develop critical technical talent, and set budgets.
What are we looking for?
Success will demonstrate itself through the following attributes and skills:
- Record of supervising and developing teams and people.
- Establish credibility with higher-level executives, including influencing and negotiating to align with organizational goals.
- Expertise in managing organizational change.
- Proficiency in service management and ITIL processes.
- Understanding of aligning business and system capabilities.
- Effective partnership with senior leadership, including the ability to present complex information clearly and concisely.
- Competence in reporting and performance monitoring.
- Excellent customer and partner relationship management.
- Detailed documentation and process maintenance.
- Capability to lead initiatives, make strategic decisions, and bring projects to successful completion.
- Experience overseeing multiple projects, ensuring they are completed on time and within budget.
To fulfill this role successfully, you must possess the following minimum qualifications and experience:
- Sixteen (16) years of professional work experience in Technology or related field
- Fifteen (15) years of Infrastructure Operations experience
- Five (5) years of direct oversight of outsourced vendors
- Five (5) years of focused experience in managing global ITIL support functions
- Five (5) years of project management or governance experience
- Willing to travel both domestically and internationally up to 20% as needed
It would be useful in this position for you to demonstrate the following capabilities and distinctions:
- Bachelor’s Degree, or Associate’s Degree plus 6+ years of Technology related experience, or High School Degree/GED plus 12+ years of Technology related experience
- Eighteen (18) years of professional work experience in Technology or related field
- ITIL Certifications
- PMP Certification
- Knowledge of hotel-based IT systems and applications
What is it like working for Hilton?
Hilton is proud to support the mental and physical wellbeing of all Team Members so they can Thrive personally and professionally in a diverse and inclusive environment, thanks to our benefits such as the Go Hilton travel program, employee stock purchase program, and paid time off including parental leave.
Hilton, the #1 World's Best Workplace, is a leading global hospitality company with a diverse portfolio of world-class brands. Dedicated to filling the earth with the light and warmth of hospitality, we have welcomed more than 3 billion guests in our more than 100-year history. Hilton is proud to have an award-winning workplace culture and we are consistently named among one of the World’s Best Workplaces. Check out the Hilton Careers blog and Instagram to learn more about what it’s like to be on Team Hilton!
It is the policy of Hilton to employ qualified persons without regard to color, race, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and related medication conditions), gender identity or gender expression, sexual orientation, marital status, military service, status as a protected veteran, disability, protected medical condition as defined by applicable law, genetic information, or any other protected group status as defined by and subject to applicable federal, state and local laws.
We provide reasonable accommodations to qualified persons with disabilities to perform the essential functions of the position and provide other benefits and privileges of employment in accordance with applicable law. Please contact us if you require an accommodation during the application process.
