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Radisson Hotel Group is a leading hospitality company serving as a true host and best partner to guests, owners, business partners and talent. Our unique hotel brands offer award-winning and exceptional hotel experiences, originating from our strong Scandinavian heritage of design and innovation. Our brands embody our modern vision of hospitality, including authentic local tastes, stylish living design, unique locations and vibrant social scenes. Radisson Hotel Group brings a refreshed commitment to hospitality leadership to meet the changing travel industry and the bespoke needs of our guests. We provide exceptional service in all of our hotels across the globe and strive to deliver a hospitality experience that is beyond guest expectations. Role purpose: The IT Success Senior Manager is the Area IT Director’s right-hand focused on ensuring internal customers (GMs, MDs & RDs) or other IT teams achieve their desired outcomes with IT products, services, or solutions available at the Area level. It blends key elements of customer success, IT support, and strategic account management. Role/Responsibilities: Customer Success & Adoption: Helping IT internal clients (properties) maximize the value of IT solutions and ensuring smooth adoption of technology and prompt response in case of escalations -see below- and severe business disruption cases. Issue Resolution & Escalation Management: Acting as a liaison between technical teams and customers to address challenges, by assuming accountability/responsibility of the incident as appropriate. Performance Monitoring: Tracking KPIs and metrics to ensure IT services meet expectations, by anticipating issues with significant business disruptions. Stakeholder Communication & negotiation: Engaging with executives, IT teams, and end-users to ensure alignment. Strategic IT Guidance: Advising on best practices, updates, and IT strategies that align with business goals. Process Optimization: Identifying inefficiencies in IT workflows and suggesting improvements. Job requirements and qualifications: Location: Madrid (or Spain based) English fluency is a must Must have experience: +7 years overall IT experience Minimum 3 years experience in similar jobs within the Hospitality industry (IT Success Manager, Service Delivery Manager, IT Cluster Manager…). Behaviours: Strong leadership & negotiation skills to motivate effectively and to ensure that all local IT have the knowledge they need to do their jobs well Strong interpersonal skills, communicate with the teams, give clear instructions, and provide great customer service High sense of ownership and follow-up Good computer skills to analyse data and create reports Need to work well as part of a team, to take on tasks during busier periods to help colleagues, and to be of assistance or offer guidance to other team members Analytical skills and the ability to interpret information from numerous sources to prepare and present reports Confidence with a “can do” but realistic attitude- wanting to work collaboratively Flexible and adaptable to changing environment e. g. external and business challenges – extremely well organised Strong planning skills and commercial awareness Good listener and a confident in creating exec level content and its presentation Strong leadership skills including people management, coaching, mentoring and direction setting Willingness to challenge the status-quo to achieve a better outcome Excellent interpersonal & communication skills Excellent decision making and problem-solving skills Strong influencing and negotiating skills Conflict management Degree requirement: Bachelor’s degree in Information Technology, Computer Science, or a related field; a master’s degree or MBA is preferred. #J-18808-Ljbffr
