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Description:
Job Profile: Early Life Support Specialist ngPMS
Job Family Group: Information Technology
Purpose of the Role:
The purpose of this position is to manage early Early Life support and escalations raised globally for ngPMS from hotels, owners & colleagues. It identifies opportunities to improve product utility and warranty alongside other P&T teams, vendors, and support stakeholders, feeding into the continual service improvement cycle for the product. It is a key stakeholder in the transition from Early Life Support into BAU production, ensuring hotels are tech-ready for new products.
Key Accountabilities:
- Serve as a subject matter expert (SME) for tier 3/4 hotel operations and systems, covering AMER and EMEAA regions, with a focus on both operational intricacies and broader considerations such as legal, fiscal, and taxation frameworks
- Provide specialized support in early-stage issue resolution and prioritization, while facilitating effective communication with regional executives and ensuring adherence to regional change management and governance standards
- Own the escalation management process for ngPMS for hotels, owners, and colleagues across the globe
- Identify and implement service improvement initiatives by collaborating closely with hotel colleagues, internal teams, and external stakeholders, leveraging insights from trend analysis, root cause analysis (RCA), and problem management etc
- Act as a liaison between hotels, regional teams, and product/service management colleagues to champion continuous enhancement of services and customer experience
- Drive supplier service management and improvements in partnership with product, regional teams, and support stakeholders
- Support the P&T 24x7 major incident management process providing the voice of the hotel & owner
- Act as an advisor to shape future hotel support models as the rollout increases and the proposed model is tested and adapts accordingly
- Own early life support for ngPMS and ensure a successful transition to BAU support
- Ensures that knowledge and information is captured, documented, and cascaded to internal and external teams.
- Gathers information and feedback from hotels re. overall satisfaction on supplier performance
Key Metrics:
- Owner & Guest Heartbeat
- ngPMS uptime/downtime (in partnership with vendors and internal Client GT)
- Service Level Agreement adherence
- Hotel satisfaction, sign-off and deployment quality
- Client support SIP delivery
- Supplier SIP delivery
- Customer CSAT for escalations
Key Collaborative Network:
Key Shared Accountabilities:
- Incident and Problem Management
- Senior executive escalations, communications, and management
- Internal/external Owner Lifecycle Management - ngPMS
- P&T Platforms & Solutions Strategy - ngPMS
- Cyber Security
- Execution of Owner Best Practices
Key Interfaces:
- HOCPP Technology Field Services
- HOCPP Product teams
- The wider P&T organisation and colleagues
- Owners including IHG Owners Association
- Regional Leadership Teams
- ECO and Operations Support teams
- Hotel based IT Managers, GMs and colleagues
- Vendors e.g. Oracle, Hotel Key etc.
Organizational Parameters:
Direct Supervisor:
- Manager, Early Life Support, AMER and EMEAA
Direct Reports / Indirect Reports:
Direct Reports:
0
In-Direct Reports:
0
Required Education, Experience, Technical Skills and Knowledge:
Educational Attainment:
- Bachelor's Degree in a relevant field of work or an equivalent combination of education and work-related experience.
Critical Expertise, Experience & Knowledge:
- Expert verbal and writtens skill communicating with diverse work teams within all levels of an organization to include senior-level management in addition to external stakeholders.
- Expert analytical thinking, planning, organizational, investigation, and time management skills to include summarizing information and clearly identifying key elements, patterns, results or relationships
- Expert understanding of project management principles and processes.
- Expert reasoning capability. Ability to solve practical problems while dealing with a variety of concrete variables during situations in which only limited standardization exists.
- Experience within the Hospitality industry or hotel PMS an advantage
Decision Rights:
Owns:
- Early Life Support & Escalation Management - ngPMS
- Service, process and product continual service improvement for ngPMS
Influences:
- ngPMS systems and roadmap
- ngPMS defect & enhancement management
Client and vendor incident management processes
Incident/ Cyber Security Manager