The Global Operations Systems Manager at Belmond is responsible for overseeing and managing the technology ecosystem that supports operations worldwide. This role involves acting as the business owner of all global operational systems, including the Property Management System (PMS), Wellness and Spa, Guest Services, Food and Beverage booking platforms, and other key systems.
The primary objective is to ensure the proper functioning of all systems within the ecosystem and to extract maximum value from the technology infrastructure. This includes supporting the global rollout of systems, maintaining system integrity, driving adoption rates, delivering consistent training and support, troubleshooting issues, capturing business requirements, and contributing to the evolution of the operational infrastructure to enhance the guest experience.
Requirements
- Achieves understanding and reviews current business environment, processes, requirements and functional specifications
- Maintain and document global consistent configuration standards of operational systems.
- Develop and roll out operational global training standards.
- Support global roll out and implementations and be the key contact person for global operational systems related matters for all projects
- Provide application support to various stakeholders for escalated and major issues
- Monitoring of the integrations to other systems, ensuring that any errors are promptly handled and issues are raised accordingly to suppliers or IT team
- Undertake system application testing for any new system enhancements and regression testing of existing functionality.
- Identify opportunities to improve the quality of the data in the systems, rolling out any required procedures to ensure the data is right from the start
- Collaborating with third parties to verify and test that solutions will meet the business requirements.
- Oversee the support process, which is managed by Vendor Support and Belmond IT Global Help Desk.
- Troubleshoot system defects and work with the appropriate vendors and teams to resolve.
- Work closely with property operations to improve system usage and workflow to drive operational efficiency and guest experience
- Knowledge of JSON and HTML is required.
- Be the liaison and manage the relationship with the vendor(s) on a day to day basis.
- Liaise with department heads and project leads to identify and prioritise new/existing system developments.
- Provide system maintenance and content management including but not limited to rate builds, system configuration content management and enhancement management.
- Comply with safe working practices, Health and Safety policy and ensure accidents/defects are reported immediately.
- Attend learning and development courses and complete eLearning modules, as required.
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