[Hiring] Director, Tech Command Center Operations @Marriott

Role Description

The Director, Tech Command Center Operations, Digital & Technology Transformation EMEA, leads the EMEA technology Command Center capability supporting D+TT deployments across the EMEA hotel estate. The role is accountable for coordinating:

• Technical readiness
• Technology cutover support
• Incident and defect management
• Hypercare
• Technical stabilization
• Transition to ongoing technology support

Working closely with various teams, the Director coordinates EMEA technical support activity and maintains visibility of:

• Technical readiness
• System risks
• Incidents
• Defects
• Support performance
• Stabilization progress

The role owns the technology Command Center workstream and partners with BTO and business deployment leadership. A critical focus is the technical stability and supportability of deployed technology after cutover.

Success in this role requires:

• Strong technology operations leadership
• Command Center discipline
• Deployment support and IT service management experience
• Ability to coordinate technical teams during high-pressure events

Qualifications

• 4-year degree from an accredited university in Information Technology, Information Systems, Computer Science, Engineering, or a related discipline; relevant professional certification preferred.
• 8+ years of progressive experience in technology operations, application delivery, infrastructure, deployment support, IT service management, hospitality technology, or technical program delivery.
• 5+ years of leadership experience preferred, including direct or matrix leadership of technical teams supporting readiness, cutover, Command Center operations, incident management, hypercare, stabilization, or service transition.
• Experience operating regional or multi-market technology Command Centers, deployment support functions, major incident processes, or technical service-transition activities.
• Strong understanding of enterprise application, infrastructure, integration, identity and access, security, networking, data, monitoring, vendor support, and service-management dependencies.
• Demonstrated ability to coordinate technical teams during complex cutovers and high-impact incidents.
• Strong knowledge of ITSM practices, including incident, problem, change, release, knowledge, service level management, operational readiness, stabilization, and transition to BAU support.
• Experience with ServiceNow and technology operations tooling; experience using dashboards and analytics platforms preferred.
• Knowledge of hotel technology environments preferred.
• Proven ability to work across various teams while maintaining clear technology ownership.
• Strong vendor management experience.
• Ability to translate complex technical risks into clear status and recommendations.
• Strong operational planning, facilitation, communication, and stakeholder-management skills.
• Strong analytical judgment and structured problem-solving skills.

Requirements

• Lead EMEA technology Command Center operations for D+TT deployments.
• Manage the technology readiness framework.
• Maintain technology Command Center playbooks and performance measures.
• Coordinate technical readiness reviews.
• Provide consolidated technology readiness position to governance forums.
• Partner with BTO and business deployment leadership.
• Lead technology cutover support and technical Command Center execution.
• Coordinate technical support coverage across teams.
• Manage the flow of technical readiness information into governance channels.
• Lead the implementation and ongoing improvement of ServiceNow processes.
• Monitor technical readiness measures and performance indicators.
• Prepare concise technology status reports and leadership briefings.
• Lead the technology stabilization process after cutover.
• Manage handover to BAU technology support teams.
• Apply technical lessons learned to improve operations.
• Lead and develop the Technology Command Center team.
• Perform other duties as needed.

Benefits

• Recognized as one of Fortune’s 100 Best Companies to Work For™ in 2026.
• People-first culture and commitment to wellbeing.
• Collaborative workplace environment.
• Equal opportunity employer, welcoming all backgrounds.