FLEX Director, Global Deployment Support

Director, Global Deployment Support

The Director, Global Deployment Support will lead the development, activation, and execution of the support model for The Power of M transformation. The Power of M is a multi-year effort to transform Marriott's technology and business process ecosystem, evolving it to deliver on our vision to become the world's favorite travel company. The Business Transformation Office (BTO) has been established to enable and accelerate The Power of M through unique approaches to strategic planning, program management, change management, experience and business process design, continent coordination, and deployment. As part of the BTO and aligned with the Global Command Center, the Director, Global Deployment Support will partner with the Senior Director, Global Deployment Support to enable end-to-end visibility, resolution, and reporting of support issues during The Power of M deployments. During deployment phases, the Director, Global Deployment Support will oversee Global Deployment Support operations with a focus on issue triage, resolution coordination, stakeholder updates, and real-time decision-making. The role includes 24/7 support coverage during cutover periods, ServiceNow incident operations, cross-functional collaboration with the Service Desk and MTOC teams, coordination with third-party vendor, issue triage teams, and proactive problem and knowledge management. The Director will also play a key role in governance by defining SLAs (service level agreements) and accountability frameworks, managing support model KPIs, and maintaining visibility into deployment health for executive stakeholders.

Expected Contributions:

• Design, implement, and manage the Global Deployment Support model for The Power of M deployment across workstreams, regions, phases, and waves through transition to Business as Usual, ensuring seamless support experiences.
• Oversee and manage holistic support team operations during deployment events, ensuring 24/7 coverage, shift handoffs, and stakeholder communication.
• Participate in after-hours on-call support as required.
• Define and manage support workflows, including escalation protocols across L1, L2, L3, and vendor provided support.
• Serve as an owner of ServiceNow for deployment-related support, overseeing incident workflows, categorization, escalation procedures, resolution tracking, and reporting and dashboarding.
• Lead and deliver ServiceNow training to support teams, business users, technology users, and vendor partners to ensure consistent and accurate usage of the platform.
• Own and maintain the Global Deployment Support Microsoft Teams site, ensuring clear, up-to-date reference documentation, training resources, deployment support materials, user access, and on-going user engagement.
• Develop and maintain the problem management approach, ensuring root cause analysis, categorization of recurring issues, and continuous improvement recommendations.
• Define and manage a knowledge management structure, including the buildout of a knowledge base and deployment of approved knowledge articles to accelerate resolution.
• Partner with the Service Desk team to ensure effective handoffs and incident routing.
• Partner with the MTOC team to ensure effective management of major enterprise incidents.
• Provide day-to-day oversight of third-party vendor support partners and issue triage teams, including monitoring performance, escalation response, and delivery against expectations.
• Define and maintain Service Level Agreements and accountability frameworks to ensure issue resolution timelines are met and ownership is clear.
• Monitor, analyze, and report on support model KPIs, surfacing trends and systemic risks to inform deployment strategy and improve future waves.
• Provide regular executive-level updates on issue volume, aging, top themes, and resolution health.
• Collaborate with the command center and cutover leadership to ensure support operations are fully aligned with the Run of Show team and integrated into deployment planning.
• Champion a continuous improvement mindset, identifying enhancements to tooling, workflows, reporting, and documentation that improve the associate and stakeholder experience.
• Performs other duties as needed.

Education and Experience:

• 4-year degree preferred from an accredited university in business, information systems, or equivalent combination of education and experience.
• 8+ years of relevant professional experience in lodging, consulting, or communications related discipline preferred, demonstrating progressive career growth and pattern of exceptional performance.
• 5+ years of IT leadership experience focused on IT Service Support and one or more of the following:
• Technology support within a Service Desk / Call Center operations environment
• Corporate end-user technology support including infrastructure, applications, and technical services
• Direct experience with enterprise service desk support technologies and automation
• Proven leadership experience with end-user service support with a global scope
• Strong hotel/market experience and/or knowledge of Marriott lodging systems/business processes/hotel operations.
• Strong familiarity with Microsoft 365, ServiceNow, Power BI, Smartsheet, and Monday.com.
• Experience managing vendor performance and third-party support services.
• Excellent project management skills, with ability to independently manage multiple projects.
• Ability to effectively persuade and motivate stakeholders and team members to achieve project goals and objectives.
• Strong presentation, facilitation, and stakeholder communication skills.

Management Competencies:

• Leadership
• Adaptability
• Communication
• Problem Solving and Decision Making
• Professional Demeanor
• Managing Execution
• Building and Contributing to Teams
• Driving for Results
• Planning and Organizing
• Strategy Execution
• Building Relationships
• Coworker Relationships
• Customer Relationships
• Global Mindset
• Generating Talent and Organizational Capability
• Organizational Capability
• Talent Management
• Learning and Applying Professional Expertise
• Applied Learning
• Business Acumen
• Technical Acumen
• Basic Competencies
• Basic Computer Skills
• Mathematical Reasoning
• Oral Comprehension
• Reading Comprehension
• Writing

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law. All locations offer 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. Full-time positions also 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, and paid parental leave.

Washington Applicants Only: Employees will accrue paid sick leave, 0.0384 PTO balance for every hour worked and be eligible to receive minimum of 9 holidays annually. 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. 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.