Senior Manager Corporate IT Operations

Senior Manager Of It Service & Delivery

The Senior Manager of IT Service & Delivery provides hands-on leadership and operational oversight of IT service delivery across the Ashford Group of Companies, operating within a Shared Services model.

This role is responsible for ensuring reliable, efficient, and high-quality IT support services for multiple affiliated business lines, including Remington Hospitality, Premier, and Ashford. This role focuses on day-to-day operational excellence, process execution, and continuous improvement of IT Service Management (ITSM) practices, with direct accountability for end-user support, help desk operations, and core infrastructure service delivery. This position is execution-focused, with greater involvement in managing teams, processes, and outcomes.

Key Responsibilities

• Direct and manage IT Service Delivery operations across supported entities, ensuring consistent, high-quality support for corporate offices and field-based environments, including hotel properties.
• Lead the Help Desk and End-User Support functions, including daily operations, staffing, scheduling, ticket escalation, and service quality oversight.
• Build, document, and mature ITSM processes (Incident, Request, Problem, Change, Knowledge, and Service Level Management) appropriate for a small to mid-sized enterprise environment.
• Administer, optimize, and continuously improve the ITSM platform to ensure effective ticket lifecycle management, reporting, knowledge management, and workflow automation.
• Develop, track, and enforce service level agreements (SLAs) and operational metrics; use data to identify trends, recurring issues, and opportunities for improvement.
• Oversee desktop infrastructure and endpoint support, including device lifecycle management, standard builds, patching, and end-user tooling.
• Accountable for oversight of all corporate device asset management and software. Responsible for oversight of corporate data centers.
• Manage and support core cloud and collaboration platforms, including Microsoft Azure and Microsoft 365 environments.
• Oversee Enterprise Information Security and MSP Partnership to ensure service delivery aligns with cybersecurity controls, regulatory requirements, and audit expectations.
• Support compliance initiatives by ensuring IT service processes align with security standards, documented controls, and evidence requirements.
• Leverage automation and AI-enabled tools where appropriate to improve service efficiency, reduce manual effort, and enhance user experience.
• Oversee and Coordinate with third-party vendors and managed service providers; monitor performance, manage escalations, and ensure adherence to contract expectations.
• Support onboarding and offboarding of new properties, offices, or business units by ensuring service readiness, documentation, and support models are in place.
• Prepare and deliver operational reporting and dashboards to IT leadership, highlighting service performance, risks, and improvement actions.
• Foster a service-oriented culture focused on accountability, responsiveness, continuous improvement, and user satisfaction.