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Job Information

Marriott Senior Director, Global Operations-Lightspeed Application Support (Org Change)(Irvine, CA) in Irvine, California

Job Number 19001AU7

Job Category Information Technology

Location Galaxy Lightspeed Office, 5 Peters Canyon Road Ste 375, Irvine, California, United States VIEW ON MAP

Brand Corporate

Schedule Full-time

Relocation? No

Position Type Management

Start Your Journey With Us

Marriott International is the world’s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. We believe a great career is a journey of discovery and exploration. So, we ask, where will your journey take you?


Leads a team for applications support including resourcing, budget, structure, and policies and procedures. Manages team and service providers to make enhancements to the applications that do not meet project definition guidelines, resolve code/configuration defects in production software, ensure software is current within standards, and support applications with any routine tasks or support to ensure ongoing operations. Manages the performance compliance to the application support service level agreements. Partners with Application Production Support in development of new SLAs and metrics for service providers. Partners closely with Enterprise Architecture, Application Production Support, and Infrastructure to maintain and improve application performance to meet business goals.


Educationand Experience

Required Qualifications:

  • 10+ years of application developmentleadership experience

  • Undergraduate degree in InformationSystems, Computer Science, or equivalent experience/certifications

  • Five years recent experience withdevelopment methodologies as well as familiarity with new, emerging developmentframeworks

  • Direct management of complex budgets of $5M+in direct and indirect costs

  • Direct management of cross functional,sourced, or matrixed teams

Preferred Qualifications:

  • Demonstratedsuccess leading medium- to large-scale initiatives/transformations

  • Expertknowledge of cpre function platform applications

  • Provenleadership experience in implementing and managing IT delivery teams

  • Experiencewith and knowledge of IT outsourcing activities in a managed servicesenvironment

  • Provenknowledge of all aspects of application delivery services.

  • Provenknowledge of development methodologies, solid understanding of ITIL v3framework

  • Strongnegotiation, influencing, and problem resolution skills

  • Provenability to effectively prioritize and execute tasks in a high-pressureenvironment

  • Experiencein business systems and process planning

  • Knowledgeof business environment, service requirements and hospitality culture

  • Demonstratedability to assess customer/client needs, creatively approach solutions, decideand influence appropriate courses of action

  • Abilityto understand and communicate the lifecycle of technologies and applicationsand to translate into business strategies for the client organizations.

  • Graduatedegree

  • Solidunderstanding of IT financial structures and ability to manage to corporatefinancial processes and standards - including drivers of process costs

  • Strongverbal and written communication skills with the ability to articulate complextechnical ideas in easy to understand business terms

  • Abilityto accomplish results through others, particularly by establishingrelationships, effective controls and leading in a managed service environment


Managing Application Support Standards, Processes,And Tools

  • Workswith direct reports to facilitate consistency of application support across applications

  • Participatesin the definition of and drives compliance with Service Integration standardprocesses and tools

  • Ensurestimely resolution of escalated service delivery problems and minimizes theimpact of any application issue

  • Communicatesto Enterprise Application and Architecture leaders opportunities to createbroader IT related and corporate standards and policies where necessary

  • Communicatesimportant application support changes that affect service provider and/orMarriott operations

  • Establishescontingency plans and manages works to minimize outages and ensure recovery ofsystems

Managing Day-To-Day Relationships with Teams

  • Managesthe delivery of a set of applications enhancements in partnership with iT BusinessPartnership & Planning, Enterprise Applications and Architecture, Infrastructure,Security and Technology Business Management, along with business partners andproviders

  • Manages the business andoperational risk

  • Facilitates continuousimprovement cost reduction opportunities and trailing cost elimination.

  • Identifies and leads applicationrationalization efforts

  • Oversees effective reporting withinand across the organization in partnership with Applications Production Support

  • Manages day-to day relationshipswith all IT teams to promote the applications support and operations that meetor exceed the client expectations

  • Monitors projects for alignmentwith defined business case process

  • Drives timely resolution ofescalated service delivery problems and minimizes the impact of any clientservice delivery issues

  • Defines, manages, and improvesservice level reporting for application development

  • Provides early warning to theappropriate leaders and team regarding degraded or missed service levels

  • Leads team to resolve anyprioritized production application code/configuration defect.

  • Leads team to partner withProblem Management team on root cause identification any defect resolution

  • Ensures partnership with IncidentTeam on triage during incident calls where required.

  • Assists with application, developmentand maintenance of service provider project management standards and tools

  • Participates in client portfolioand demand management processes, and engages service providers to ensure clientsatisfaction

  • Workswith applications development and operations service providers

  • Works closely with ApplicationProduction Support and service providers on incidents, problems, changes,release management, and other standard ITIL processes

  • Manages Sarbanes-Oxley, PCI, andother regulatory compliance matters with the Service Providers

  • Validates the service provider(s)performs the services agreed to by the master services agreement in a mannerthat is consistent with both the spirit and the letter of the agreement

  • Works with team to progress theservice providers services to match client needs

  • Facilitates team and serviceprovider compliance with the agreement

  • Validates service levels meetbusiness needs

  • Supportsthe IT organization

  • Provides input to IT’s businessstrategy and planning as needed

  • Supports and follows defined ITGovernance decision rights, standards and practices

  • Emphasizes accuracy andeffectiveness of estimating and planning management with team

  • Provides input tobusiness/discipline and continent IT budgets

Implementing and Managing Continuous ImprovementProgram

  • Drivesadoption of CMMi or similar metrics to demonstrate continuous improvement andalignment with the industry

  • Demonstratescontinuous improvement through metrics of quality consistency and clientsatisfaction

  • Workswith application development service providers, IT teams, and business partnersto implement continuous improvement activities

  • Respondsto issues identified in project surveys or other feedback processes, tocontinually improve client satisfaction



  • Communication - Conveys information and ideas to others in aconvincing and engaging manner through a variety of methods.

  • Leading Through Vision and Values - Keeps theorganization's vision and values at the forefront of employee decision makingand action.

  • Managing Change - Initiates and/or manages the change process andenergizes it on an ongoing basis, taking steps to remove barriers or accelerateits pace; serves as role model for how to handle change by maintainingcomposure and performance level under pressure or when experiencing challenges.

  • Problem Solving and Decision Making - Identifies and understands issues, problems, andopportunities; obtains and compares information from different sources to drawconclusions, develops and evaluates alternatives and solutions, solvesproblems, and chooses a course of action.

  • Professional Demeanor - Exhibits behavioralstyles that convey confidence and command respect from others; makes a goodfirst impression and represents the company in alignment with its values.

  • Strategy Development - Develops business plans by exploring andsystematically evaluating opportunities with the greatest potential forproducing positive results; ensures successful preparation and execution ofbusiness plans through effective planning, organizing, and on-going evaluationprocesses.


  • Building a Successful Team - Uses an effective interpersonalstyle to build a cohesive team; inspires and sustains team cohesion andengagement by focusing the team on its mission and importance to theorganization.

  • Strategy Execution – Ensures successful executionacross of business plans designed to maximize customer satisfaction,profitability, and market share through effective planning, organizing, andon-going evaluation processes.

  • Driving for Results - Sets high standards ofperformance for self and/or others; assumes responsibility for work objectives;initiates, focuses, and monitors the efforts of self and/or others toward theaccomplishment goals; proactively takes action and goes beyond what isrequired.


  • Customer Relationships - Develops and sustains relationships based on anunderstanding of customer/stakeholder needs and actions consistent with thecompany’s service standards.

  • Global Mindset - Supportsemployees and business partners with diverse styles, abilities, motivations, and/orcultural perspectives; utilizes differences to drive innovation, engagement andenhance business results; and ensures employees are given the opportunity tocontribute to their full potential.

  • Strategic Partnerships - Develops collaborative relationships with fellowemployees and business partners by making them feel valued, appreciated, andincluded; explores partnership opportunities with other people in and outsidethe organization; influences and leverages corporate and continental sharedservices and/or discipline leaders (e.g., HR, Sales & Marketing, Finance,Revenue Management) to achieve objectives; maintains effective externalrelations with government, business and industry in respective countries;performs effectively as a liaison between locations, disciplines, and corporateto ensure needed resources are received and corporate strategies are understoodand executed.

GeneratingTalent and Organizational Capability

  • Developing Others - Plansand supports the development of others’ skills and capabilities so that theycan fulfill current or future job/role responsibilities more effectively;provides high visibility to individuals with potential; offers challengingassignments that build confidence and credibility and provides such individualswith a personal vision for their future.

  • Organizational Capability - Evaluates and adaptsthe structure of assignments and work processes to best fit the needs and/orsupport the goals of an organizational unit.

Learningand Applying Professional Expertise

  • Business Acumen - Understands and utilizes business information tomanage everyday operations and generate innovative solutions to approachbusiness and administrative challenges.

  • Technical Acumen - Understands andutilizes professional skills and knowledge in a specific functional area toconduct and manage everyday business operations and generate innovativesolutions to approach function-specific work challenges.

  • Technical Intelligence: knowledge and ability toidentify technological opportunities and threats that could affect the futuregrowth and survival of the business.

  • TechnologyLife Cycle: knowledge ofthe Life Cycle of technologies and how applications, infrastructure, andprocesses relate to these timelines.

  • IT Systems: Knowledge of IT systems supporting the businessincluding benefits, requirements, costs, justification, and operations.

  • IT Resources: The ability to secure and manage IT resources toachieve business objectives (e.g., contracts, vendor relationships, financialaccountability, portfolio management, information and resource planning) andmeasure project impact.

  • Continuous Learning - Activelyidentifies new areas for learning; regularly creates and takes advantage oflearning opportunities; uses newly gained knowledge and skill on the job andlearns through their application.

  • Strategy Knowledge - Understanding and utilizing professionalskills and knowledge in a specific functional area to conduct and managebusiness operations and generate innovative solutions to approachfunction-specific strategic work challenges.

  • Basic Competencies - Fundamentalcompetencies required for accomplishing basic work activities.

  • BasicComputer Skills - Uses basic computer hardware and software (e.g.,personal computers, word processing software, Internet browsers, etc.).

  • MathematicalReasoning - Adds, subtracts, multiplies, or divides quickly,correctly, and in a way that allows one to solve work-related issues.

  • OralComprehension - Listens to and understands information and ideaspresented through spoken words and sentences.

  • ReadingComprehension - Understands written sentences and paragraphs inwork related documents.

  • Writing - Communicateseffectively in writing as appropriate for the needs of the audience.

Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.