Radisson Hotel Group is a leading hospitality company committed to providing exceptional hotel experiences worldwide. Our brands reflect our Scandinavian heritage of design and innovation, offering authentic local tastes, stylish living spaces, and vibrant social scenes.
We are seeking an IT Success Senior Manager to serve as the key support for the Area IT Director. This role focuses on ensuring internal customers (GMs, MDs, RDs) and IT teams achieve their goals with available IT products, services, and solutions. It combines elements of customer success, IT support, and strategic account management.
Responsibilities include:
1. Customer Success & Adoption: Maximize the value of IT solutions for properties, ensuring smooth adoption and prompt escalation response during severe disruptions.
2. Issue Resolution & Escalation Management: Act as a liaison between technical teams and customers, taking accountability for incidents as appropriate.
3. Performance Monitoring: Track KPIs to ensure IT services meet expectations and anticipate issues causing business disruptions.
4. Stakeholder Communication & Negotiation: Engage with executives, IT teams, and end-users to ensure alignment.
5. Strategic IT Guidance: Advise on best practices, updates, and strategies aligned with business goals.
6. Process Optimization: Identify inefficiencies and suggest improvements in IT workflows.
Job Requirements and Qualifications:
* Location: Madrid or Spain-based
* Fluent in English
Must Have:
* Over 7 years of overall IT experience
* At least 3 years in similar roles within the hospitality industry (e.g., IT Success Manager, Service Delivery Manager, IT Cluster Manager)
Desired Behaviors:
* Strong leadership and negotiation skills
* Excellent interpersonal and communication skills
* High ownership and follow-up attitude
* Proficient in data analysis and reporting
* Team player, adaptable, well-organized
* Analytical skills for interpreting data from multiple sources
* Confident, collaborative, and proactive attitude
* Strong planning, commercial awareness, and decision-making skills
* Excellent conflict management and influencing abilities
Education: Bachelor's degree in IT, Computer Science, or related field; Master's or MBA preferred.
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