FLEX Senior Director, Global Deployment Support and ServiceNow Management, Business Transformation Office

Marriott International•Bethesda, MD

52d•Onsite

About The Position

The Senior Director, Global Deployment Support and ServiceNow Management will oversee ServiceNow health and hygiene and lead the issue triage process for The Power of M deployment. The Power of M is a multi-year effort to transform Marriott's technology and business process ecosystem, evolving it to deliver on our vision to become the world's favorite travel company. The Business Transformation Office (BTO) has been established to enable and accelerate The Power of M through unique approaches to strategic planning, program management, change management, experience and business process design, continent coordination, and deployment. As part of the BTO, the Senior Director will manage three key functions within the global deployment support model: Issue Triage, Defects & Workarounds, and ServiceNow Monitoring & Hygiene. This role includes overseeing integration with the selected Service Provider for issue triage, ensuring vendor performance against agreed metrics, and recommending improvements based on support ticket analysis. The Senior Director will also lead defect and incident management, focusing on customer and associate impacts, workarounds, and tracking, while enforcing ServiceNow incident hygiene and timely resolution in line with SLAs.

Requirements

4-year degree preferred from an accredited university in business, information systems, or equivalent combination of education and experience.
10+ years of relevant professional experience in lodging, consulting, or communications related discipline preferred, demonstrating progressive career growth and pattern of exceptional performance.
Proven success in leading large-scale technology deployments or cutover events in complex, matrixed environments
Demonstrated experience managing high-performing teams and cross functional operations under pressure.
Strong hotel / market experience and/or knowledge of Marriott lodging systems / business processes / hotel operations.
Strong familiarity with Microsoft 365, ServiceNow, Power BI, Smartsheet, and Monday.com.
Experience managing vendor performance and third-party support services.
Excellent project management skills, with ability to independently manage multiple projects.
Ability to effectively persuade and motivate stakeholders and team members to achieve project goals and objectives.
Strong presentation, facilitation, and stakeholder communication skills.

Responsibilities

Oversee support team operations during deployment events, ensuring 24/7 coverage, smooth shift handoffs, and clear stakeholder communication.
Act as ServiceNow owner for deployment-related support, managing incident workflows, categorization, escalation, resolution tracking, and reporting.
Provide day-to-day oversight of third-party vendor support partners and issue triage teams, monitoring performance and escalation response.
Partner with the service provider's triage lead to define performance tracking processes and remediation plans for unmet metrics.
Analyze support tickets to identify improvement opportunities, implement recommendations, and build knowledge resources.
Standardize defect intake and triage processes across Jira and ServiceNow for consistent classification, prioritization, and cross-referencing.
Lead defect and incident review sessions.
Maintain real-time visibility into active workarounds during production fixes, coordinating with Communications and Mission Control teams.
Flag critical issues that could block upcoming deployments.
Define and maintain SLAs and accountability frameworks to ensure timely resolution and clear ownership.
Monitor, analyze, and report on support model KPIs, highlighting trends and systemic risks to inform deployment strategy.
Provide regular executive-level updates on issue volume, ageing, key themes, and resolution health.
Collaborate with the command center and cutover leadership to align support operations with deployment planning.
Champion continuous improvement by enhancing tooling, workflows, reporting, and documentation to improve stakeholder experience.
Participate in after-hours on-call support as required.
Perform other duties as assigned.