Lead - IT Service Operations

JOB PURPOSE:

To lead and manage end-to-end IT operations in a large-scale, event-driven hospitality environment. Responsible for ensuring high IT system uptime, availability, and efficient service delivery across centre operations to support seamless guest experiences. Day-to-day IT operations, managing internal teams and vendors. Drives IT service lifecycle management, ITIL-based service delivery, audits, and compliance, while leading incident management, root cause analysis, and continuous improvement initiatives.

JOB ACCOUNTABILITIES:

Event & Guest Technology Support

· Deliver end-to-end IT support for large-scale events, exhibitions, and conferences

· Ensure seamless Wi-Fi, AV integration, and digital service delivery

· Manage guest expectations and enhance overall digital experience

IT operations & & Infrastructure

· Oversee LAN/Wi-Fi and enterprise connectivity across venues and facilities

· Ensure high availability, uptime, and disaster recovery readiness

· Provide robust IT support for VIP users and large-scale events

· Enterprises Security & Compliance

Service Delivery & Incident Management

· Lead incident, escalation, and problem management processes

· Ensure SLA adherence and minimize downtime

· Implement and govern ITIL-based service delivery frameworks

Project & Pre-Opening Management

· Lead IT initiatives for pre-opening projects and infrastructure setup

· Execute application and infrastructure migrations

· Drive innovation aligned with business and market requirements

Vendor & Financial Management

· Manage OEMs, vendors, and service partners

· Oversee CAPEX and OPEX planning, budgeting, and optimization

· Drive cost efficiency and vendor performance accountability

Leadership & Team Management

· Lead and manage multi-location IT teams with 24x7 support coverage

· Build and mentor high-performing teams

· Collaborate with business stakeholders to ensure seamless operations.

SKILLS/ COMPETENCIES REQUIRED:

· Experience in Hotels system and environment.

· Experience in setting up and leading IT Operations for mid to large size events in hospitality.

· Experienced in Technology & Processes integrations on large Enterprises.

· Exposure to Industry Standard Tools & Technology used in Service Delivery Programs

· Exposure in Convention Centre, Retail, Performing art and hospitality domain.

· Experience in managing Guest services with respect to IT requirements.

· Experience in leading team with diverse skillsets

· Excellent listening and interpersonal skills.

· Strong customer-service orientation.

· Ability to communicate ideas in both technical and user-friendly language.

· Highly self-motivated and directed.

· Support VIP users and APEX.

QUALIFICATIONS:

· Bachelor/ Masters degree in Information Technology, Computer Science or related field.

EXPERIENCE:

· 12+ years of relevant experience.

· Candidate with a hotel industry background will be preferred.