FLEX Director - Problem Management, Service Delivery - IDSS

Job Number 24150901Job Category AdministrativeLocation Marriott International HQ, 7750 Wisconsin Avenue, Bethesda, Maryland, United StatesSchedule Full-TimeLocated Remotely? YRelocation? NPosition Type ManagementThis is a temporary position.JOB SUMMARYWe are seeking a highly motivated and experienced Director of IT Problem Management to lead our team in developing and implementing strategies to identify, diagnose, and resolve IT incidents and prevent their recurrence. You will play a key role in ensuring the smooth operation of our IT infrastructure and minimizing the impact of disruptions on business operations. You will leverage your expertise in ITIL and IT Service Management to implement and refine processes that ensure efficient and effective problem identification, analysis, and resolution, ultimately enhancing the user experience.CANDIDATE PROFILEEducation and ExperienceRequired:

8+ years of experience in IT service management, with a proven track record in problem management using ITIL principles.

Team leadership in matrixed organizations

Servant leadership that highly values feedback

Demonstrated ability to resolve conflict and drive direction/focus

2+ years of experience developing and executing strategic service management plans or initiatives

Undergraduate degree or equivalent experience/certification

Strong communication and interpersonal skills.

Preferred Qualifications:

In-depth knowledge of ITIL frameworks, including Problem Management, Incident Management, and Change Management.

ITIL v3/v4 Certification

Experience leading and managing teams in a complex IT environment.

Strong analytical and problem-solving skills, with the ability to identify root causes and develop effective solutions.

Excellent communication and interpersonal skills to effectively collaborate with stakeholders at all levels.

Strong process management, negotiating, influencing, and problem resolution skills.

Ability to understand and communicate the lifecycle of technologies and applications and to translate into business strategies for the client organizations.

Ability to accomplish results through others, particularly by establishing relationships, effective controls and partnering in a managed service environment.

Experience with ServiceNow and ITSM platforms

Experience in executing multi-year plans.

CORE WORK ACTIVITIES

Develop and implement a comprehensive IT problem management program aligned with ITIL best practices.

Lead a team of problem managers and analysts in identifying, investigating, and resolving complex IT incidents.

Analyze incident trends to identify root causes and implement preventive measures to reduce future occurrences.

Develop problem management process and procedures educational documentation

Develop, implement, and track KPIs and success measurements

Collaborate with other IT teams, including Incident Management, Change Management, and Release Management, to ensure a coordinated approach to IT service management.

Stay up-to-date on the latest IT trends and best practices for service management and ITIL disciplines.

Communicate effectively with stakeholders at all levels, including upper management, IT staff, and business units.

Additional Responsibilities

Informs, updates, and provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person in a timely manner.

Attends and participates in all relevant meetings.

Presents ideas, expectations, and information in a concise, organized manner.

Uses problem solving methodology for decision making and follow up.

Maintains positive working relations with internal customers and department managers.

Manages time effectively and conducts activities in an organized manner.

Performs other reasonable duties as assigned by manager.

Salary Range $80 to $84 per hour.Washington Applicants Only: Employees will accrue 0.0334 PTO balance for every hour worked and eligible to receive minimum of 9 holidays annually.FLEX opportunities offer coverage for medical, dental, vision, health care flexible spending account, dependent care flexible spending account, life insurance, disability insurance, accident insurance, adoption expense reimbursements, paid parental leave, 401(k) plan, stock purchase plan, discounts at Marriott properties, commuter benefits, employee assistance plan, and childcare discounts. Benefits are subject to terms and conditions, which may include rules regarding eligibility, enrollment, waiting period, contribution, benefit limits, election changes, benefit exclusions, and others.Marriott HQ is committed to a hybrid work environment that enables associates to Be connected. Headquarters-based positions are considered hybrid, for candidates within a commuting distance to Bethesda, MD; candidates outside of commuting distance to Bethesda, MD will be considered for Remote positions.The application deadline for this position is 1 day after the date of this posting, August 27, 2024.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.Marriott International is the world’s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. Be where you can do your best work,​ begin your purpose, belong to an amazing global​ team, and become the best version of you.