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Senior Vice President, Global Technology Infrastructure Delivery & Shared Services

Posted July 13, 2021

Marriott International
Bethesda, MD
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About This Job

Job Summary 

Sets Global Technology’s Infrastructure Delivery and Shared Services vision, strategy, and leadership for Marriott International. Leads the organization, driving the Product Model, Cloud, DevOps and security-first culture and practices. Responsible for the reliable and smooth delivery of Marriott’s infrastructure through planning and project management, establishing and implementing standards, and building a high-performing delivery team. Has overall accountability for the Infrastructure Technology Engineering and Operations (including Cloud, Mainframe and Enterprise Platforms), Network, Project Management and Service Delivery, Application Delivery (Change, Release, Incident, Problem Management) Contact Center technologies, and Workplace and End User Computing teams. Responsible for the overall effectiveness of the Service Provider strategy and relationships.

Candidate Profile

Education and Experience


  • Fifteen (15+) years of infrastructure leadership experience with a minimum of five (5) years at a VP level
  • Five years recent experience in current and emerging Information Technology such as:
    • Service Management (ITSM) frameworks for computing environments which are required to deliver an IT system or software application in a managed serviced environment
    • Quality assurance, risk management, and security considerations and their impact on overall technology environment
    • Networks, hardware, operating systems, cloud, and enabling technologies such as middleware and databases
  • Direct management of complex budgets in excess of $250M direct and indirect costs
  • Direct management of cross-functional, sourced, or matrixed teams.  Current IT Delivery organization is comprised of ~450 FTEs and a number of service provider partners and a significant service provider/contingent labor force.
  • Proven knowledge of ITIL v3 Framework
  • Bachelor’s Degree in Computer Science or related field


  • Demonstrated success leading large-scale initiatives/transformations
  • Proven executive experience in strategic planning and budgeting within one or more business groups with a Dev Ops and IT Service Management focus
  • Experience with and knowledge of IT outsourcing activities in a managed services environment
  • Strong understanding of SDLC, Agile
  • Experience in a Product Model
  • Strong process management, negotiating, influencing and problem resolution skills
  • Proven ability to effectively prioritize and execute tasks in a high-pressure environment
  • Experience in business systems and process planning
  • Knowledge of business environment, service requirements and hospitality culture
  • Demonstrated ability to assess customer/client needs, creatively approach solutions, decide and influence appropriate courses of action
  • Ability to understand and communicate the lifecycle of technologies and applications and to translate into business strategies for the client organizations
  • Strong verbal and written communication skills with the ability to articulate complex technical ideas in easy to understand business terms
  • Ability to accomplish results through others, particularly by establishing relationships, effective controls and leading in a managed service environment
  • Graduate/post graduate degree

Core Work Activities

Oversees Infrastructure Delivery Function
  • Sets the vision, strategy and leadership for the IT infrastructure delivery and shared services organization for Marriott International
  • Manages strategic relationships with all IT teams to ensure the delivery of services meets or exceeds the client’s expectations
  • Manages strategic relationships with all Service Providers to ensure the delivery of services meets or exceeds the client’s expectations
  • Oversees the development and maintenance of disaster recovery plans
  • Ensures the team’s strategy enables successful execution of operations and service delivery, infrastructure software and platform engineering, infrastructure development engineering and automation, network engineering, and mainframe services
  • Ensures teams’ strategies enables tools/automation development and deployment, service integration, IT Service management processes development and execution, and performance automation and operational analytics
  • Ensures the Global Workplace Services (end user computing) team’s strategy enables execution of workplace engineering, service transition and delivery, and a positive end user experience for associates, globally
  • Accountable for ensuring that infrastructure meets the demands of the business, orchestrating delivery across a number of Service Providers
  • Oversees a standard set of service delivery tools and processes that will provide the right level of governance for all IT teams, and that will result in client satisfaction
  • Oversees the service provider(s) performance of the services agreed to by the master services agreement for consistency, with both the spirit and the letter of the agreement
  • Oversees and monitors escalated service provider issues, change management processes, and escalation procedures
  • Accountable for ensuring that early warning is provided to the appropriate leaders across the IT team regarding degraded or missed service level
  • Ensures timely resolution of escalated service delivery problems and minimizes the impact of any client service delivery issues

Champions Continuous Improvement In Service Provider Delivery

  • Oversees metrics to demonstrate continuous improvement and alignment with the industry
  • Defines and oversees service level reporting for the delivery functions

Leads The It Delivery Organization

Planning & Project Management

  • Promotes projects’ adherence to the defined business case process and provides accurate and effective estimating and planning
  • Accountable for business projects/portfolios, ensuring effective reporting within IT
  • Ensures accuracy and effectiveness of estimating and planning management with team
  • Ensures project reviews with IT teams, as appropriate
  • Oversees business planning and demand management processes for Infrastructure

Establishing & Implementing Standards

  • Sets guidance and ensures IT standards and processes (i.e., IT Governance, Security, Architecture, etc.), and provides input for improvements to the appropriate process owners as needed
  • Provides effective leadership in support of the IT organization including resourcing, budget, structure, and policies and procedures
  • Sets guidance and ensures defined IT Governance decision rights, standards and practices
  • Defines, manages, and continually improves service level reporting for IT Delivery
  • Assists all IT teams with the preparation and monitoring of business/discipline and continent IT budgets
  • Develops and enforces IT related client and corporate standards & policies, where necessary

Build a High-Performing Team

  • Creates vision, clear direction and strategy for the team
  • Ensures successful processes and organizational structure of the Infrastructure Delivery team
  • Establishes, manages and coaches team with clear objectives and performance expectations
  • Attracts, motivates, develops and retains highly skilled associates
  • Monitors and improves team efficiency, effectiveness and impact
  • Leads and enables enterprise-wide thinking in the team
  • Creates an environment that values employees and encourages cooperation, open communication and teamwork
  • Serves as a role model by demonstrating a commitment to company values, high performance standards, workplace diversity, and driving result
Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.
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About this Employer

Marriott International

10400 Fernwood Rd.
Bethesda, MD 20817

(301) 380-3000

Corporate Office

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What Does it Mean to Be a Marriott International Associate?

It means feeling the power of belonging. We feel it each and every day. It comes from being recognized. It comes from knowing Marriott International sees talent in each of us. And, it comes from working together, as a family, to make our guests feel as much at home as we do. It's why so many of our associates come for a job, but stay for a career.


  • Marriott's managers and leaders take a personal interest in each associate
  • Marriott offers resources and support so associates have what they need to develop to their full potential
  • Marriott is committed to hiring a diverse workforce and sustaining an inclusive culture


  • A work environment that is a "home away from home" for many associates, where co-workers are also friends
  • Service is what sets Marriott apart with our guests, so Marriott associates are empowered to go the extra mile, do the job right, and deliver exceptional guest experiences
  • Working for Marriott gives associates a sense of pride and dignity, where they are empowered to deliver their personal best, every day, for every guest and each other

What Sets Us Apart?

We believe our strength is rooted in our five core values:

  • Putting people first
  • Pursuing excellence
  • Embracing change
  • Acting with integrity, and
  • Serving our world

These values are our legacy and our future. As we pursue our vision of making Marriott the #1 travel company in the world, we never lose sight of our founding principles and our proud heritage. We are constantly innovating and evolving, but we'll always stay true to who we are, because we believe the way we do business is as important as the business we do.