Senior Manager, Command Center Support and Deployment Operations (Contractor)

Deployment Support Operations • Manage deployment support activities across multiple deployment waves and hotel implementations. • Coordinate deployment support readiness, including staffing, tools, procedures, escalation paths, and support documentation. • Ensure support teams are prepared to provide operational and technical assistance throughout all deployment phases. • Partner with continent and global deployment teams to maintain consistent support processes and service levels. Command Center Support • Support Command Center operations during deployment waves and critical cutover events. • Participate in Command Center meetings, shift handoffs, operational reviews, and deployment readiness sessions. • Monitor deployment health, support performance, and emerging operational risks. • Escalate significant issues and risks to Command Center leadership as appropriate. Incident Management & Escalation • Manage the intake, triage, prioritization, and routing of deployment-related incidents and support requests. • Coordinate resolution efforts across business, technology, vendor, and support teams. • Facilitate escalation processes for high-priority incidents affecting deployment success or hotel operations. • Monitor issue-resolution progress and ensure timely communication to stakeholders. • Support resolution rooms and critical issue-management activities as needed. Support Path Coordination • Coordinate activities across Level 0, Level 1, Level 2, and Level 3 support organizations. • Ensure support requests are routed appropriately and managed according to established support procedures. • Work closely with Service Desk, business subject matter experts, technical teams, and third-party vendors to resolve deployment issues efficiently. • Identify bottlenecks and improvement opportunities within support processes. Stabilization & Hotel Support • Support post-go-live stabilization efforts and monitor deployment support performance. • Track support demand, ticket volumes, issue trends, and hotel feedback. • Coordinate issue-resolution activities until stabilization objectives are achieved. • Assist in transitioning hotels from deployment support to steady-state operational support teams. • Monitor stabilization metrics and readiness for support transition. Reporting & Communications • Prepare operational reporting on deployment support activities, issue trends, and support performance. • Provide regular updates to Command Center leadership and deployment stakeholders. • Support executive reporting and operational briefings during deployment waves. • Communicate key support risks, escalations, and resolution-status updates. Continuous Improvement • Participate in post-wave reviews and lessons-learned sessions. • Analyze support metrics and recurring issue trends. • Recommend improvements to deployment support processes, stabilization activities, and escalation procedures. • Support implementation of process enhancements and operational best practices. Leadership Responsibilities • Provide day-to-day leadership for deployment support team members and support resources. • Coach and mentor team members to improve operational effectiveness and service delivery. • Foster collaboration across deployment, technology, business, and support teams. • Assist with onboarding, training, and readiness activities for deployment support personnel. • Promote a culture of customer focus, accountability, collaboration, and continuous improvement.

Required Experience • Five or more years of experience in deployment operations, Command Center operations, support management, IT operations, hospitality technology, or large-scale transformation programs. • Experience coordinating incident management, escalations, and operational support activities. • Demonstrated ability to manage multiple priorities in fast-paced operational environments. • Strong stakeholder-management, communication, and organizational skills. • Experience working with cross-functional teams and complex business processes. Preferred Experience • Hospitality industry experience. • Knowledge of hotel operations and enterprise lodging systems. • Experience supporting PMS, CRS, Revenue Management, Loyalty, Commercial, or enterprise technology deployments. • Familiarity with ServiceNow, Microsoft 365, Power BI, Jira, Smartsheet, Monday.com, and deployment support tools. Core Competencies • Deployment support and operational readiness • Command Center coordination • Incident triage, escalation, and resolution management • Stakeholder communication and cross-functional collaboration • Planning, prioritization, and disciplined execution • Analytical thinking and continuous improvement • Customer focus and composure under pressure