Senior Manager Corporate IT Operations

Remington Hospitality•Dallas, TX

1d•Onsite

About The Position

The Senior Manager of IT Service & Delivery provides hands-on leadership and operational oversight of IT service delivery across the Ashford Group of Companies, operating within a Shared Services model. This role is responsible for ensuring reliable, efficient, and high-quality IT support services for multiple affiliated business lines, including Remington Hospitality, Premier, and Ashford. This role focuses on day-to-day operational excellence, process execution, and continuous improvement of IT Service Management (ITSM) practices, with direct accountability for end-user support, help desk operations, and core infrastructure service delivery. This position is execution-focused, with greater involvement in managing teams, processes, and outcomes.

Requirements

Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
7–10 years of progressive IT experience, including at least 3–5 years in IT service delivery, help desk, or end-user support leadership roles within small to mid-sized organizations.
Required experience implementing and operating IT Service Management (ITSM) practices in small to mid-sized corporate environments.
Proven experience running a help desk function and building scalable processes for desktop infrastructure, endpoint support, and end-user services.
Strong hands-on experience managing Microsoft Azure cloud environments and Microsoft 365 services, including identity, collaboration, and endpoint integration.
Demonstrated experience supporting compliance, cybersecurity, and audit-related requirements as they relate to IT service delivery.
Strong working knowledge of at least one ITSM platform (e.g., ServiceNow, ManageEngine, Jira Service Management, or similar).
Understanding of endpoint management, identity and access management, and basic networking concepts sufficient to support service delivery operations.
Ability to work onsite at least four (4) days per week to support operational teams and business stakeholders.
Strong people management skills with the ability to coach, develop, and hold team members accountable.
Excellent communication skills, with the ability to translate technical issues into business-relevant language.
Strong organizational, analytical, and problem-solving skills with a continuous improvement mindset.
Customer-focused approach balanced with operational discipline and process rigor.

Nice To Haves

Experience working with automation and AI-enabled tools or platforms within IT operations is desirable.
ITIL v4 Foundation certification preferred.

Responsibilities

Direct and manage IT Service Delivery operations across supported entities, ensuring consistent, high-quality support for corporate offices and field-based environments, including hotel properties.
Lead the Help Desk and End-User Support functions, including daily operations, staffing, scheduling, ticket escalation, and service quality oversight.
Build, document, and mature ITSM processes (Incident, Request, Problem, Change, Knowledge, and Service Level Management) appropriate for a small to mid-sized enterprise environment.
Administer, optimize, and continuously improve the ITSM platform to ensure effective ticket lifecycle management, reporting, knowledge management, and workflow automation.
Develop, track, and enforce service level agreements (SLAs) and operational metrics; use data to identify trends, recurring issues, and opportunities for improvement.
Oversee desktop infrastructure and endpoint support, including device lifecycle management, standard builds, patching, and end-user tooling.
Accountable for oversight of all corporate device asset management and software. Responsible for oversight of corporate data centers.
Manage and support core cloud and collaboration platforms, including Microsoft Azure and Microsoft 365 environments.
Oversee Enterprise Information Security and MSP Partnership to ensure service delivery aligns with cybersecurity controls, regulatory requirements, and audit expectations.
Support compliance initiatives by ensuring IT service processes align with security standards, documented controls, and evidence requirements.
Leverage automation and AI-enabled tools where appropriate to improve service efficiency, reduce manual effort, and enhance user experience.
Oversee and Coordinate with third-party vendors and managed service providers; monitor performance, manage escalations, and ensure adherence to contract expectations.
Support onboarding and offboarding of new properties, offices, or business units by ensuring service readiness, documentation, and support models are in place.
Prepare and deliver operational reporting and dashboards to IT leadership, highlighting service performance, risks, and improvement actions.
Foster a service-oriented culture focused on accountability, responsiveness, continuous improvement, and user satisfaction.