Director, Change, Release and Compliance
Apply NowCompany: Marriott International
Location: Bethesda, MD 20817
Description:
Job Description
JOB SUMMARY
Director, Change, Release & Compliance is part of the Technology Experience Center chartered with supporting our organizational mission to create exceptional experiences. At Marriott we are transforming the way we manage technology; this director will be responsible for establishing a strategy to implement a customer centric IT Service Management suite of capabilities. You will establish a data centric continuous improvement model in partnership with other ITSM Capability Owners, Service Desk Leaders, SRE Leaders and various other departments and product owners across the organization.
Provide high quality technical solutions that would enable our IT Service Management Office to become a trusted reliable partner to our Application and Core Technology owners. Establish and mature processes, engagement models with stakeholders and key performance metrics to drive continuous improvement across our systems and platforms. Create ITSM Capability accountability models and roadmaps to evolve our organization to a DevOps Model.
Direct workforce management scheduling of labor and financial forecasts for associates and contract staff, including dedicated Managed Service Provider support resources. Defines key measurements to ensure delivery and accountability of the IT Service Management staff by leveraging Business Intelligence and Analytics reporting to identify areas of opportunity including workforce management and required labor ratios, and reports service quality and performance measures against defined targets. Continually monitors customer sentiment and ensures customer satisfaction is achieved. Directs teams in resolving root cause of reoccurring issues.
As we establish continuous improvement models, it will be critical to create a relationship with stakeholders, implement customer feedback loops and engage with our vendor partners to establish a roadmap for increased future maturity models. Work across the IT Service Management Office to establish a seamless experience for our leaders and stakeholders as they engage with the IT Service Management suite of products.
As Marriott transforms into a Product Model, it will be critical to drive change throughout the organization to establish continuous improvement mindset by establish a holistic maturity model across all IT Services in the enterprise. This will take endurance, collaboration, superior communication and organizational change management skills to ensure our future success.
This leader will also contribute to establishing and achieving team, organization, and company goals. Additionally, this team will be asked to be keenly aware of the market and bring industry standards, innovation and best practices to the table to continually advance the excellence in the Technology Experience Center global team.
CANDIDATE PROFILE
Education and Experience
Required:
Preferred:
Team Leadership and Business Acumen
Performance and Quality Leadership
The salary range for this position is $117,700 to $195,000 annually. In addition to the annual salary, the position will be eligible to receive an annual bonus and restricted stock units/stock grants.
Washington Applicants Only: Employees will accrue 0.04616 PTO balance for every hour worked and eligible to receive minimum of 7 holidays annually.
All locations offer coverage for medical, dental, vision, health care flexible spending account, dependent care flexible spending account, life insurance, disability insurance, accident insurance, adoption expense reimbursements, paid parental leave, educational assistance, 401(k) plan, stock purchase plan, discounts at Marriott properties, commuter benefits, employee assistance plan, and childcare discounts. Benefits are subject to terms and conditions, which may include rules regarding eligibility, enrollment, waiting period, contribution, benefit limits, election changes, benefit exclusions, and others.
Marriott HQ is committed to a hybrid work environment that enables associates to Be connected. Headquarters-based positions are considered hybrid, for candidates within a commuting distance to Bethesda, MD; candidates outside of commuting distance to Bethesda, MD will be considered for Remote positions.
The application deadline for this position is 28 days after the date of this posting, March 27, 2025.
Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.
About the Team
Marriott International is the world's largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.
JOB SUMMARY
Director, Change, Release & Compliance is part of the Technology Experience Center chartered with supporting our organizational mission to create exceptional experiences. At Marriott we are transforming the way we manage technology; this director will be responsible for establishing a strategy to implement a customer centric IT Service Management suite of capabilities. You will establish a data centric continuous improvement model in partnership with other ITSM Capability Owners, Service Desk Leaders, SRE Leaders and various other departments and product owners across the organization.
Provide high quality technical solutions that would enable our IT Service Management Office to become a trusted reliable partner to our Application and Core Technology owners. Establish and mature processes, engagement models with stakeholders and key performance metrics to drive continuous improvement across our systems and platforms. Create ITSM Capability accountability models and roadmaps to evolve our organization to a DevOps Model.
Direct workforce management scheduling of labor and financial forecasts for associates and contract staff, including dedicated Managed Service Provider support resources. Defines key measurements to ensure delivery and accountability of the IT Service Management staff by leveraging Business Intelligence and Analytics reporting to identify areas of opportunity including workforce management and required labor ratios, and reports service quality and performance measures against defined targets. Continually monitors customer sentiment and ensures customer satisfaction is achieved. Directs teams in resolving root cause of reoccurring issues.
As we establish continuous improvement models, it will be critical to create a relationship with stakeholders, implement customer feedback loops and engage with our vendor partners to establish a roadmap for increased future maturity models. Work across the IT Service Management Office to establish a seamless experience for our leaders and stakeholders as they engage with the IT Service Management suite of products.
As Marriott transforms into a Product Model, it will be critical to drive change throughout the organization to establish continuous improvement mindset by establish a holistic maturity model across all IT Services in the enterprise. This will take endurance, collaboration, superior communication and organizational change management skills to ensure our future success.
This leader will also contribute to establishing and achieving team, organization, and company goals. Additionally, this team will be asked to be keenly aware of the market and bring industry standards, innovation and best practices to the table to continually advance the excellence in the Technology Experience Center global team.
CANDIDATE PROFILE
Education and Experience
Required:
- Undergraduate degree or equivalent combination of experience, education, and certifications
- 10+ years of experience in IT Leadership with a proven track record in leading complex projects, leading large teams, developing innovative solutions, driving development of new products or leveraging a continuous improvement model to drive organizational change and operational excellence
- Team leadership in matrixed organizations
- Servant leadership that highly values feedback
- Demonstrated ability to resolve conflict and drive direction/focus
- Demonstrated effective leadership of Service Support technicians, including employees, contractors, and Managed Service Provider resources including quality hiring, individual development, and performance management.
- Exceptional communication skills at all levels of the company.
- Previous experience establishing continuous improvement strategies, roadmaps and experience implementing customer feedback solutions.
- Proven experience driving outcomes by influencing others without direct authority.
- Demonstrated ability to build and deliver high quality subject matter business reports to teams and leadership with high EQ.
Preferred:
- ITIL / Service Management or IT Service Management Technology Certifications
- Transformation experience with successful outcomes.
- Strong analytical and problem-solving skills, with the ability to identify root causes and develop effective solutions.
- Strong process management, process simplification and problem-solving skills with the ability to identify root causes and drive these solutions to implementation.
- Experience leading and delivering on multi-year plans.
Team Leadership and Business Acumen
- Lead, develop, and performance manage a geographically and culturally diverse global team of technical support staff including employees, contractors, and managed service provider resources. Continually manage performance and quality and take action to address identified improvement opportunities.
- Contribute to the end-to-end automation and integration strategy of processes, tools, roles, and functional teams related to Service Support initiatives.
- Serve as a role model and ensure all Service Support teams are visible and effective partners with IT counterparts, broader Marriott stakeholders, and Managed Service Providers.
- Create and maintain documents and other artifacts that support the Service Support strategy including tools and processes.
- Participate in the evaluation and selection of Service Support products, services, and technology.
- Make effective organization design, recruiting, hiring, and position placement decisions.
Performance and Quality Leadership
- Leverage data trend analysis and business intelligence to identify problematic areas. Initiate problem management investigation efforts and track outcomes, ensuring underlying errors are eradicated.
- Develop specific and measurable goals for the team and ensure individual performance and quality goals are defined.
- Continually develop and deliver coaching discussions, materials, and establish expectations for performance and quality for support team members.
- Identify and leverage individual talent to meet business needs. Inspire team members to exceed expectations. Assist in defining individual professional development plans.
- Implement cross functional operational Service Management / ITIL alignment (i.e., Incident Management, Problem Management, Change Management, Knowledge Management, Release Management, Service Level Management, Service Request Management, Service Continuity Management).
The salary range for this position is $117,700 to $195,000 annually. In addition to the annual salary, the position will be eligible to receive an annual bonus and restricted stock units/stock grants.
Washington Applicants Only: Employees will accrue 0.04616 PTO balance for every hour worked and eligible to receive minimum of 7 holidays annually.
All locations offer coverage for medical, dental, vision, health care flexible spending account, dependent care flexible spending account, life insurance, disability insurance, accident insurance, adoption expense reimbursements, paid parental leave, educational assistance, 401(k) plan, stock purchase plan, discounts at Marriott properties, commuter benefits, employee assistance plan, and childcare discounts. Benefits are subject to terms and conditions, which may include rules regarding eligibility, enrollment, waiting period, contribution, benefit limits, election changes, benefit exclusions, and others.
Marriott HQ is committed to a hybrid work environment that enables associates to Be connected. Headquarters-based positions are considered hybrid, for candidates within a commuting distance to Bethesda, MD; candidates outside of commuting distance to Bethesda, MD will be considered for Remote positions.
The application deadline for this position is 28 days after the date of this posting, March 27, 2025.
Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.
About the Team
Marriott International is the world's largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.