Position SummaryThe IT Infrastructure & Operations Manager is responsible for overseeing the design, implementation, maintenance, and performance of the organization’s technology infrastructure across all properties and home office locations. This includes networks, servers, cloud platforms, identity and access management to core business systems that support both guest-facing and back-office operations.This role ensures that IT services are secure, reliable, and scalable to meet the unique needs of πa hospitality environment—supporting continuous guest service, staff productivity, and regulatory compliance. Key ResponsibilitiesInfrastructure ManagementManage the design, implementation, and maintenance of enterprise IT infrastructure, including collaboration tools, networks, cloud environments, IAM, and SSO.Ensure high availability and performance of business-critical systems and integrations.Provide oversight for property-level network upgrades, hardware refreshes, and system integrations.
 Operations & Service DeliveryManage the home office IT Service Desk and remote agents delivering IT support excellence through exceptional customer service and adherence to SLAsPartner with IT and business stakeholders to develop, implement, and manage global processes for incident response, change management, and service requests (ITIL best practices preferred) using the ITSM platform
Partner with vendors and managed service providers to ensure quality, reliability, and cost efficiency of IT service delivery.Security & ComplianceCollaborate with the cybersecurity team to enforce secure configurations, access controls, and vulnerability remediation of all infrastructure and ITSM platforms.Ensure IT infrastructure aligns with corporate security and privacy policies, including PCI-DSS, GDPR, and data protection requirements.Participate in disaster recovery and business continuity planning and testing.
 Leadership & StrategyLead and mentor a distributed IT operations team, providing technical guidance and professional development.Contribute to IT strategy, capacity planning, and budget development.Identify opportunities to enhance operational efficiency through automation, integrations, standardization, and modernization initiatives.
 
