Associate Field Services Technology

5 months ago

Watford, United Kingdom Hilton Full time

Associate Field Services Technology - Covering Midlands, Bedfordshire and Cambridge

The Associate Field Services Technology will provide IT leadership under the direction of the Senior Cluster IT Manager - Region (North)

Ownership of all hotel technology that can be exposed to cyber threats, including back of house, guest facing, security, AV, Engineering and other IT systems.
You will ensure the hotels compliance with Corporate IT Standards, including the effective delivery and communication of IT System procedures and policies.
Responsible for creating/following project plans to ensure implementation and upgrades of all IT systems and local/central projects are completed on-time and within budget and scope.
Provide the hotel with business solutions using Technology including installing, diagnosing, repairing, maintaining, and upgrading all hardware/software to ensure optimal performance within our technical and brand standards.
Engagement with IT service providers as required to support hotel management with incidents and problems, and to monitor that agreed service levels are met consistently.
Oversee the selection and approval of 3rd party solutions that may be offered directly to hotel management. Analyze and validate that such solutions meet approved Hilton Technology requirements for security, and that they do not contravene Hilton Data Protection rules, nor conflict with any centrally or regionally managed initiatives.
Troubleshoot IT problem areas in a timely and accurate fashion, providing regular updates to management and undertake end-user training as required.
Support the local leadership team in delivering optimal IT Support, Security and optimization Services, which assist hotels performance on behalf of Hilton and the owner.

Mobility: You will be responsible for a number of Hilton branded hotels within the Midlands, Bedfordshire and Cambridge area and will visit each hotel as often as required. Position requires travel between hotels using the appropriate method. The role may also include occasional travel nationally and internationally.

Flexibility : Being part of a 24/7 business, flexibility of working hours may be required at times.

Reports to:
Senior Cluster IT Manager - Regions (North)

**Planning Activities 10%**
- Support the development of the technical ‘vision' and strategic plan for the hotel and align it with owner, brand and management company objectives.
- Assist the Senior Cluster IT Manager - London to Create and establish annual hotel IT budgets for both Capital Spent and Operating Cost based on local requirements and Corporate Issued Guidelines.
- Research, Identify and analyze Business Opportunities for technology and propose solutions to management.
- Maintain documentation on IT licenses / contracts and infrastructure.
- Develop a rolling plan of self-development to assist personal in career plans, as well as establishing a platform for an optimal work-life balance.
- Help to search and train a successor who can step in if required.

**Organizing Activities 25%**
- Prepare a monthly IT Report for the property.
- Participate in hotel department head / monthly meetings.
- Ensure effective communication with the hotel teams.
- Effectively follow and participate in all Hilton IT communication channels (Monthly Calls, SharePoint Discussions) to stay up to date on Company Information and IT initiatives.
- Follow Hilton Now Communication in the Lobby on Hilton Organisational and Brand announcements.
- Implement ‘change' initiatives effectively with high levels of positive engagement and energy.
- Ensure appropriate level of contact with vendors and business partners.
- Maintain effective business relationships with functional and brand specialist support roles within the Hilton organization.
- Complete IT related projects for the property.
- Work within the constraints of the properties Capital and Operating IT Budget.

**Supporting Activities 40% **- Be visible, approachable and work as an effective member of the hotel and corporate team.
- Setup and Maintain Computer Hardware for team members in line with Hilton Standards.
- Maintain and monitor property Servers and Backups.
- Setup and Maintain LAN Infrastructure including Telecom Systems and ISP Lines.
- Support delivery of both Brand and Management Company IT vision.
- Ensure all Support calls are logged in the Service Now Portal, monitor and update tickets as required. Escalate Issues as appropriate based on understanding of company SLA's.
- Work with the Support Helpdesks to ensure a timely resolution of tickets.
- Ensure all mandatory computer Security tools are installed and monitor functionality of them.
- Work with Corporate IT Teams and assist in the pilot and adoption of new technologies.
- Conduct User Trainings as required.
- Assist in the Creation or Adoption of Best Practices to enhance hotel/team member productivity.

**Compliance Activities 10% **- Ensure all devices on the admin network are joined to

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