Manager, Operations - Work Process Automations and Integrations

About Four Seasons:

Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture.
At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us.

About the location:

Four Seasons Hotels and Resorts is a global, luxury hotel management company. We manage over 120 hotels and resorts and 50 private residences in 47 countries around the world and growing. Central to Four Seasons employee experience and social impact programming is the company’s commitment to supporting cancer research, and the advancement of diversity, inclusion, equality and belonging at Four Seasons corporate offices and properties worldwide. At Four Seasons, we are powered by people and our culture enables everything we do.

The Operations Manager, Integrations and Workflow Automation will be responsible for consolidating, managing, and streamlining production support for Integrations, Enterprise Services and Workflow Automation applications. With the help of your operational acumen / excellence and by consolidating support operations across multiple platforms we can unlock scale and build efficiency. This role will play a key role in providing the highest quality of service to several global Platforms and applications that rely on these Integrations and Enterprise services.

The ideal candidate is not afraid to get their hands dirty with new technology and data, has an eye for detail and is aware of software and support best practices.

This role is based in Four Seasons Hotels and Resorts, Toronto Corporate Office, reporting to Senior Director, Software Development and Integrations. This role involves interactions with primarily internal stakeholders at various levels.

Key Activities/ What You’ll Be Doing

Operational Oversight

• Oversee the daily operations of integrations, enterprise services, and workflow automation, ensuring seamless functionality across all platforms.

• Possess a deep understanding of application lifecycle management and have experience in managing enterprise-scale applications.

• Manage Service Levels and processes for the key deliverables within our mandate, including Incident, Problem, Change, Request, and Release to Production.

Collaboration and Communication

• Collaborate with cross-functional teams to identify opportunities for enhancing application availability, integrity, and performance.

• Liaise with vendors and external partners to negotiate contracts and service level agreements that align with organizational goals.

• Lead cross-functional teams (including offshore team members) in troubleshooting complex technical issues is essential for maintaining the stability and performance of our integrated solutions.

Team Leadership and Development

• Manage a team, fostering a culture of continuous learning and improvement in application and integration support processes.

• Champion continuous learning and development within the team, encouraging innovative approaches to problem-solving and technology adoption.

Problem-Solving and Troubleshooting

• Lead troubleshooting efforts, providing timely resolutions to issues and minimizing disruption to business operations.

• Participate in Major Incident & Problem Management processes to identify root causes, assess options, and resolve courses of action, including advancing to senior leadership when needed.

• Proactively review internal process gaps and client-specific issues/problems and look for innovative solutions. Be creative and build a reputation as a problem-solving partner to our internal groups.

Documentation and Compliance

• Develop and maintain documentation, including best practices and standard operating procedures, to support consistency and knowledge sharing.

• Ensure compliance with industry standards and regulations related to data security and application integrity.

Technology Evaluation and Improvement

• Evaluate new technologies and methodologies that could enhance our support and operational capabilities.

• Providing leadership in establishing best practices for monitoring application performance and proactively identifying areas for improvement falls within your scope.

• Excel at implementing robust change management processes to minimize disruptions during software updates or integration projects.

Desired Skills/ Who You Are

• Experience and expertise with support processes (ITSM) and tools like ServiceNow

• Familiarity with supporting multiple applications – Azure iPaaS, Informatica, Salesforce, SharePoint and other hospitality applications

• Experience with cloud operations (Azure, AWS), APIs (REST, SOAP, JSON, XML, HTML, Postman), programming languages (Powershell, SQL) and network configurations (firewall, IP whitelisting) to help troubleshoot issues and ensure data consistency and seamless user experiences

• Excellent Problem-solving and decision making skills

• Solid communication skills to collaborate with cross-functional teams and ensure stakeholder engagement

• Ability to work in a fast-paced environment and manage multiple priorities

• Strong leadership qualities with a focus on coaching and mentoring technical teams

Experience, Education and Professional Qualifications / What You Bring

• 4+ years of experience in IT support

• 1-2 years in a senior technical or leadership role.

• Bachelors in Information Technology, Computer Science, or a related field is preferred.

All internal applications must be submitted and approved in Workday by November 7, 2024.

This role will be a Hybrid working model, which will require 3 days per week in the Four Seasons Corporate Office located at 1165 Leslie Street, Toronto, Ontario #LI-Hybrid 

Four Seasons is committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If contacted for an employment opportunity, please advise Human Resources if you require accommodation.