Application Support Manager, DGE Mobile SD

JOB SUMMARY 

Manages a technical team of service providers and support staff to provide support to properties using the Digital Guest Experiences (DGE) products including but not limited to Mobile Key, Mobile Check-In, Mobile Dining and GXP. Develops and adheres to key performance indicators and resource plans, by researching and implementing best practices to provide cost effective support, to improve customer satisfaction and achieve leadership goals. Acts as a point of escalation for all issues pertaining to staff, customer, and application platform performance. Collaborate effectively with business partners, customers, service providers and suppliers of IT products to create and deliver support services that meet or exceed the needs of the business for cost, quality and customer engagement. Responsible for the development of staff skills and capabilities from new-hire onboarding through ongoing job training and development.  Updates and schedules regular performance using metrics and other data available to achieve continuous improvement and increase individual and team performance.  Validates that call resolution processes from initial contact to resolution for supported Marriott business applications consistently meet or exceed service level targets. Validates that team members sufficiently document all service requests and follow all processes and procedures as defined by department and corporate SOPs.  Ensure that all resolutions comply with established OLAs, KPIs and SLAs to include taking appropriate action when out of compliance. The Service Desk operates 24X7X365 and although most work will be scheduled during USA business hours there will be exceptions and managers are required to work weekends or as needed to manage critical events or activities.  Managers are required to report on periodic performance metrics (platform/staff) for presentation to leadership, staff, and support partners. Responsibilities include vendor and internal support relationship management, contract compliance and validation, coordination of resources for installation of patches, hardware upgrades, and standard maintenance functions. Developing and implementing high quality solutions utilizing subject matter expertise effectively across a global support model consisting of internal and external resources to generate results. 

CANDIDATE PROFILE  

Education and Experience  

Required: 

• Undergraduate degree or equivalent work experience and/or relevant certifications 

• 5+ years’ experience in business application support in a call center environment or technical service desk 

• 1+ years’ experience working with ServiceNow incident, knowledge management, request and reporting. 

• Understanding of enterprise infrastructure and application support tools, frameworks. and objectives 

• Exceptional customer service and team collaboration skills 

• Ability to deliver strong and professional written and verbal communications that are technical in nature but translated into easy-to-understand business terms 

• Proficiency with Microsoft Office 365 and related products to include browsers and plug-ins and general desktop / laptop troubleshooting 

Preferred: 

• 3+ years’ supervisory or management experience 

• Industry certifications such as ITIL and HDI are highly desirable 

• experience in one or more of the applications supported (e.g. Mobile Key, Mobile Check-in; Mobile Dining, GXP, etc.) 

• Previous experience in managing and leading teams from 5 to 20 associates 

• Established work history of strong customer service  

• Ability to effectively manage customer concerns and complaints 

• General knowledge of Marriott Support functions and Marriott business processes 

• Strong communication skills (written and verbal) 

• Skilled at listening and persuading 

• Experience in supporting change management efforts 

• Ability to use MS-Office products to include Excel, PowerPoint, and other products 

• Ability to use tools to include the ServiceNow CRM reporting module, remote support tools, and Telephony ACD tool to produce staff performance and platform metrics 

• Strong history of team and leadership orientation 

CORE WORK ACTIVITIES  

• Oversee proactive problem follow up and timely resolution to contacts, driving problem escalation as appropriate to ensure management awareness of problems that are severe in nature or that are exceeding documented service level agreements including Service Providers. 

•  Communicate timely and relevant information to associates. 

• Attends business meetings/training as necessary representing the application support team and customer experience 

• Functions as the customer advocate for Marriott Service Desk 

• Coordinate training and guidance to associates, where appropriate, and serve as a point-of-contact for problem resolution 

• Responsible for own work and contributing to team, department and/or business results. 

• Conduct performance reviews for associates 

• Demonstrates an awareness of personal strengths and areas for improvement and acts independently to improve and increase skills and knowledge. 

• Assist and conduct service reviews with application support and business leaders, Service Providers, and other GT partners. 

• Ensure documented procedures and current content is available in knowledge base for all supported applications. 

• Create, manage and monitor ongoing support training for analysts, coordinating the training with other groups as needed. 

• Serve as point of escalation for support issues reported by internal and external sources. 

• Ensure proper staffing to meet set goals. 

• Monitor and provide reporting of key metrics to analysts on a periodic basis. 

• Performs other duties as appropriate. 

Implementing and Managing Continuous Improvement Program 

• Drives adoption of continuous improvement program and alignment with the industry 

• Demonstrates continuous improvement through metrics of quality consistency and client satisfaction 

• Works with application development service providers, IT teams, and business partners to implement continuous improvement activities 

• Responds to issues identified in project surveys or other feedback processes, to continually improve client satisfaction 

Managing Projects and Priorities 

• Develops specific goals and plans to prioritize, organize, and accomplish work for self and direct reports. 

• Provides direction and assistance to other teams regarding projects. Determines priorities, schedules, plans and necessary resources to ensure completion of any projects on schedule. 

• Analyzes information and evaluates results to choose the best solution and solve problems. 

• Think creatively and practically to develop, execute and implement new plans or programs. Generates and provides accurate and timely results in the form of reports, presentations, etc. 

• Plan, develop, implement, and evaluate the quality of the team’s operations. 

• Provides recommendations to improve the effectiveness of processes or programs. 

• Understands and meets the needs of key stakeholders. 

• Supports achievement of performance goals, budget goals, team goals, etc. 

Leading Discipline Team 

• Champions leaders’ vision for product and service delivery. 

• Works with direct reports and peers to develop and implement strategies and goals.  Communicates a clear and consistent message regarding goals to produce desired results. 

• Makes and executes the necessary decisions to keep team moving forward toward achievement of goals. 

• Provides targeted and timely communication of results, achievements and challenges to direct reports, peers, and leaders. 

Managing and Conducting Human Resources Activities 

• Interviews and hire employees. 

• Promotes the fair and equitable treatment of employees. 

• Facilitates regular, ongoing communication in department (e.g., bi-monthly touch point staff meetings). 

• Fosters employee commitment to providing excellent service, participates in daily stand-up meetings and models desired service behaviors in all interactions with customer and employees. 

• Incorporates customer satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to continually improve results. 

• Sets goals and expectations for direct reports using the performance review process and holds staff accountable for performance goals. 

• Solicits and follows up on employee feedback. 

• Utilizes an “open door policy” and reviews employee satisfaction results to identify and address employee problems or concerns 

• Promotes adherence to policies consistently, follows disciplinary procedures and documents items according to Standard and Local Operating 

Procedures (SOPs and LSOPs) and support the Peer Review Process. 

• Conduct annual performance appraisal with direct reports according to Standard Operating Procedures that incorporate feedback gathered and provided in monthly rap sessions with associates 

• Champions change ensures brand and regional business initiatives are implemented and communicates follow-up actions to team as necessary. 

• Identifies talents of direct reports and their teams and assists with their growth and development plans.