Location: London, UK
JOB SUMMARY
The Director, Command Centre Operations is responsible for leading the execution, coordination, and support of Marriott's Power of M deployments across EMEA. This role combines ownership of both the Run of Show (deployment orchestration) and Deployment Support (incident and service management) functions, ensuring successful cutovers, operational readiness, issue resolution, and executive visibility throughout deployment activities.
Working closely with the Global Command Center, continent teams, technology partners, ServiceNow, Service Desk, MTOC, and third-party vendors, the Director will drive deployment excellence through strong governance, real-time decision-making, and continuous improvement. The role includes leadership of 24/7 command center operations during deployment events and accountability for deployment health, support performance, and stakeholder communications.
Key Responsibilities:
- Lead Command Centre operations across all deployment waves, ensuring successful execution, support, and transition to BAU.
- Own and continuously improve the Run of Show framework, command center governance, deployment playbooks, and operating model.
- Oversee deployment support operations, including incident management, escalation processes, issue triage, and resolution coordination.
- Provide leadership during cutover events, ensuring effective coordination across business, technology, continent, and vendor teams.
- Manage ServiceNow deployment support processes, reporting, dashboards, and support workflows.
- Define and monitor operational KPIs, SLAs, deployment readiness metrics, and support performance indicators.
- Deliver executive reporting and communications related to deployment status, risks, incidents, and overall deployment health.
- Drive problem management, lessons learned, continuous improvement initiatives, and knowledge management practices.
- Lead and develop Command Centre team members, ensuring effective staffing, shift coverage, performance management, and capability building.
- Performs other duties as needed.
Candidate Profile:
- 4-year degree preferred from an accredited university in business, information systems, or equivalent combination of education and experience.
- 8+ years of relevant professional experience in lodging, consulting, or communications related discipline preferred, demonstrating progressive career growth and pattern of exceptional performance.
- 5+ years of IT leadership experience is beneficial focused on IT Service Support and one or more of the following:
- Technology support within a Service Desk / Call Center operations environment
- Corporate end-user technology support including infrastructure, applications, and technical services
- Direct experience with enterprise service desk support technologies and automation
- Proven leadership experience with end-user service support with a global scope
- Strong hotel / market experience and/or knowledge of Marriott lodging systems / business processes / hotel operations.
- Strong familiarity with Microsoft 365, ServiceNow, Power BI, Smartsheet, and Monday.com.
- Experience managing vendor performance and third-party support services.
- Excellent project management skills, with ability to independently manage multiple projects.
- Ability to effectively persuade and motivate stakeholders and team members to achieve project goals and objectives.
Strong presentation, facilitation, and stakeholder communication skills.
Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.
Marriott International is the world’s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.
