Manager, Commercial Technology Jobs

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 Manager, Commercial Technology will be accountable for ensuring that our Commercial Technology stack operates at peak efficiency and uptime to support the priorities & strategies of our stakeholders in the Commercial and other supported lines of business. They enjoy solving a myriad of technical challenges and taking on operational and delivery improvements to enhance our platforms as they continue to evolve to meet the needs of our guests.

The role will collaborate with a cross-functional team consisting of Digital Product Owners, Delivery Leads, other IT Platform Owners, IT Security, Hotel Operations and third-party vendors. The Manager, Commercial Technology, will also act as the point person for our business teams for technical support from the project stage to the sustaining engineering phase.

This role is based in Four Seasons Hotels and Resorts, Toronto Corporate Office, reporting to the Director, Commercial Technology.

Key Activities/ What You’ll Be Doing

Strategy & Planning

• Manage and support the technology portfolio to ensure secure, reliable, and future-proof capabilities that align to company business and technology Key Performance Indicators (KPIs).
• Lead regular reviews of internal processes and activities to identify and implement opportunities for improvement
• Identify operational risks and implement strategic solutions to maximize uptime strive to exceed KPIs
• Continually evaluate the technology portfolio against business strategy and capabilities of similar products on the market to identify potential future solutions.

Acquisition & Deployment

• Present proposed operational changes to business, technical and executive stakeholders as necessary, and follow-up on all issues and required modifications.
• Manage, review and negotiate vendor and service contract terms and commercials
• Identify and implement appropriate solutions to ensure that operational KPIs such as uptime and performance are met within budget scope.
• Identify potential performance risks of new projects and implement mitigation strategies
• Collaborate closely with both business and IT teams to ensure alignment and coherence with overall technology strategy, direction, and priorities.
• Partner with Commercial teams to complete business cases for ongoing initiatives by providing relevant IT Operations expertise
• Ensure that new functionality delivered in projects is incorporated into standard operational procedures and documentation.
• Work closely with Finance to ensure adherence to global programs model

Operational Management

• Accountable for leading incident and problem management services across diverse portfolio of applications and tools in a 7 by 24 model
• Accountable for adherence to all IT Operations policies and processes, including business as usual (BAU) IT maintenance and support activities
• Lead, manage, and coach a cross-functional team of technology professionals in the pursuit of delivering business value, including performance and training assessments. Assist in the development of IT staffing plan and professional growth
• Act effectively as team representative with other teams at Four Seasons.
• Ensure security of data, network access and backup systems in collaboration with IT Security team
• Create and maintain all relevant operational documentation, including administration and user guides, process models, specifications, diagrams, and charts to provide direction and guidance to developers and/or project teams
• Ensure technology, processes and governance are in place and always current to monitor, detect, prevent and respond to operational issues in a timely fashion
• Oversee daily operation activities to ensure operational readiness, functionality, availability, and security of the Commercial IT infrastructure and services
• Manage relationships, service levels and contracts with technology vendors and partners and service provides to ensure effective operational support, adherence to contract terms and service level agreements
• Lead compliance activities, including PCI, accessibility, legal and privacy standards by ensuring deliverables are kept up to date, addressing new requirements and participating in annual reviews
• Accountable for the gathering and regular collation of daily and management reports of department activities, tasks, and operational metrics

Desired Skills/ Who You Are

• Able to exercise independent judgement and act on it
• Proven experience leading the day-to-day operations of an organization or one of its departments, providing support across infrastructure, applications, and integration with other systems.
• Ability to effectively prioritize and execute multiple tasks while under pressure
• Highly self-motivated and directed
• Strong customer service orientation
• Excellent analytical, mathematical, and creative problem-solving skills
• Ability to work in a team-oriented, collaborative environment
• Logical and efficient, with keen attention to detail
• Excellent listening, interpersonal, written, and oral communication skills
• Ability to organize and lead meetings, workshops, and group discussions with good presentation skills
• Proven experience with business and technical requirements analysis, modeling, verification, and methodology development in web and eCommerce platforms.
• Proven ability to comprehend technical systems and processes and possess the technical knowledge needed to operationalize and support existing and new platforms and tools.
• Strong influencing, problem resolution and negotiating skills
• Ability to quickly learn about new software applications
• Able to manage conflict, timeline misalignment, and can elegantly advocate for the importance of strong operational governance

Mandatory

Technical Skills

• Amazon Web Services and Akamai products
• Proven experience and knowledge of operational support practices
• Application Performance Monitoring tools
• Microsoft Office Suite

Preferred

• React, Node.js and other development frameworks
• Adobe Analytics, Google Analytics & Tealium
• JIRA, Confluence & ZenDesk
• Experience with mobile apps, Salesforce, service business environments and other platforms
• Dynatrace and other application performance monitoring tools
• Security tools (Veracode, Trustwave) and best practices
• Web development technologies

Experience, Education And Professional Qualifications / What You Bring

• College diploma or University degree in Computer Science, IT or Business Administration.
• Experience working in an Agile business environment
• Preferred experience in a hospitality/service environment
• Experience participating in Digital initiatives with a strong predisposition to tying work effort to Objectives and Key Results (OKRs)
• Highly desirable: Information Technology Infrastructure Library (ITIL) Certification, Certified Secure Software Lifecycle Professional (CSSLP), AWS Certifications
• 5 to 7 years of related IT Infrastructure, IT Management, or IT Business Operations experience

All internal applications must be submitted and approved in Workday by March 8, 2023.

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

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.