Wyndham Worldwide Director, Shared Applications in Parsippany, New Jersey
Director, Shared Applications
There’s no one else like us. Wyndham Hotel Group is a hotel industry giant with an unmatched presence of more than 8,100 hotels and approximately 708,500 rooms in 78 countries. We’re a hospitality powerhouse, with iconic brands united by the richest and simplest rewards program in the business.
Our brands include: Super 8®, Days Inn®, Howard Johnson®, TRYP by Wyndham®, Ramada Worldwide®, Ramada Encore, Microtel Inn & Suites by Wyndham®, Hawthorn Suites by Wyndham®, Wingate by Wyndham®, Travelodge®, Knights Inn®, Baymont Inn & Suites®, Wyndham Garden®, Wyndham Hotels and Resorts®, Wyndham Grand®, Dazzler® Hotels, Esplendor® Boutique Hotels, The Trademark Hotel Collection®, AmericInn® and Dolce Hotels and Resorts®.
The blue thread that ties them all together is Wyndham Rewards®, the richest and simplest rewards program in the business. Wyndham Rewards has revolutionized the loyalty landscape, offering members a simple-to-use, generous points-earning structure along with a flat, free night redemption rate – the first of its kind for a major rewards program. Wyndham Rewards® members – over 53 million and counting – have the chance to earn and redeem points for hundreds of rewards options around the world every day.
Headquartered in Parsippany, N.J., with offices around the globe in London, Shanghai, Buenos Aires, Dubai and other cities, Wyndham Hotel Group employs over 8,800 associates worldwide.
Reporting to the VP, Enterprise Finance Systems and Shared Applications, the Director, Shared Applications, provides leadership and oversight for the development, implementation, maintenance and support of the Shared Application portfolio which includes, but is not limited to, commercial off the shelf and software as a service (SaaS) applications. The Director is responsible for the performance, functionality, reliability and support of the Shared Applications. This role ensures alignment of key business needs with application capability enablers while leading the team to optimize and leverage application out of box functionality alignment and provides feasibility assessments and estimations as needed to support BU acquisitions, new business models and needed feature / functionality to support their BU operations
The Director is responsible for ensuring that the goals and objectives of designated projects are accomplished within the prescribed time frame, methodology and funding parameters. This position provides strategic planning, technical and business consultation services, research and analysis of business requirements and operating technologies. Working with the IT Executive management team, establishes strategies and priorities by understanding and analyzing the current and future applications needs to keep pace with the business demands. The Director will work with management and staff to insure the integrity and security of all systems and data, maintain procedures on a current basis and present recommendations for system procedures and internal control improvements.
This role will demonstrate exemplary leadership to inspire, engage and motivate teams to collaborate with the business in a customer focused way, ensuring key service level and project delivery commitments are defined, prioritized, agreed to and executed against commitments. This occurs with clear and concise communications, vendor oversight and proper associate balanced resource utilization. This role also provides recommendations for ways in which we can increase productivity while ensuring quality prior to software being delivered to production. This leader will also conduct application rationalization efforts to ensure the application footprint remains optimal by assessing application lifecycle, eliminating end of life technologies and ensuring a state of the art and optimized application investment strategy.
The Director provides the technology vision and leadership to teams and ensures overall strategic vision, mission, and culture aligns to business objectives.
ESSENTIAL JOB FUNCTIONS:
Provide production support excellence to minimize production defects / outages and focus on an improved customer experience.
Partner with key stakeholders to define and deliver a testing model, methodology and approach to maximize quality software delivery. Define best practices and processes to ensure increased code quality and operational excellence, including defect management, root cause analysis and remediation
Provide technology and thought leadership to deliver a center of excellence competence that drives increased operational efficiency and business process improvements.
Grow and nurture the necessary talent, technology acumen and leadership skills of the team. Partner with peers to foster cross team collaboration and execution.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
The Director, is responsible to manage and develop operational strategies relative to our Shared Applications portfolio. This role develops availability, cycle time and performance SLA’s with business partners, end-users, development, infrastructure and architecture teams. They are accountable to track, report and manage against these SLA’s to minimize production incidents and problems using industry best practices and will perform root cause analysis and proactive remediation. They will offer insights and solutions to consistently meet and exceed quality and service level goals. This role will also develop a process and approach to readout and report on support and quality metrics, SLA’s, etc and recommend improvements and operational efficiencies. This role will conduct daily / weekly / monthly management updates on operational progress. They will establish a capacity planning competency to ensure that acceptable service levels can be maintained and that continuous improvement and operational excellence goals can be met and drive towards these goals. This role includes the adherence to all Audit controls.
The Director defines and executes a support strategy which leverages tools and industry measures of quality readiness through a proven testing methodogy and software metrics for quality tracking for release software deliverables. They will work closely with business partners and project managers to ensure operational readiness, change preparation, change execution and post change validation.
Specifically, the Director will:
Ensure that applications are performing in a way that maximizes business productivity, i.e. they meet response time service levels and interfaces / reports are delivered as required by the business and files are received and sent according to business-defined criteria.
Provides continuous improvement of business critical processes
Responsible for the application level technical and functional support for the applications.
Responsible for the availability, reliability, dependability and quality of all production applications within their scope
Manage changes to fix problems or to restore services and ensure that they are adequately tested and that the potential impact to any upstream or downstream application is also tested and coordinated.
Ensure that adequate database / file capacity is available to support the needs of the business on an on-going basis.
Recovery of applications even when a non-application incident (e.g. a hardware failure) has necessitated remediation or recovery.
Additionally from a talent and people management perspective, this role will provide leadership to a team, ensuring appropriate training of new employees; conducting performance evaluations and corrective actions as necessary, providing developmental opportunities and guidance on goals and objectives through clear, effective, timely and constructive feedback.
The Director will manage Vendors from both applications as well as Staff augmentation perspective and define a vision and strategy to ensure adequate staffing model is in place to support the goals.
KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:
Strong problem solving skills and ability to make appropriate decisions considering the relative costs and benefits of potential actions.
Ability to establish a long term vision and execute it.
Proven experience of working with vendors for staff augmentation and for product support
Ability to coach and motivate team members to achieve their goals.
Ability to manage resources to ensure quality focused project / solution successful delivery
Demonstrated ability to think globally and address issues locally while motivating a team to act with speed, commitment, and consistency.
Ensure processes and procedures enable a smooth, seamless transition into the production support environment including execution of formal confirmations, signoffs and authorizations
Sponsor, implements and manage process and productivity improvements and preventive maintenance related actions
Strong service orientation and ability to related to customer needs
Proven track record of year over year operational improvements and efficiencies
Demonstrated experience in working in large systems environments adopting an agile/iterative environment with monthly or bi-weekly release cycles.
Effectively applies our QA and SDLC methodologies as appropriate to ensure on time, on budget on scope successful deliveries.
Demonstrated ability to function in a production support environment and ability to make informed real-time decisions based upon business priorities and implications.
Minimizes our exposure and risk on projects.
Ensures adherence to Change Management and Operational policies and procedures.
Ensures support documentation is complete, current, and stored appropriately.
Minimal to no travel
College Degree BS / MS or Equivalent
10 years of experience that is directly related to the duties and responsibilities specified
5 years supervisory / management experience
Plus experience: 5 years of technical and/or functional of knowledge of SharePoint platforms with an in-depth knowledge of SharePoint Online and One Drive for Business including migration from on premise to the O365
Solid knowledge SDLC, Agile, SCRUM and iterative development
Ability to lead multiple complex projects and teams influencing the growth and expansion aross multiple Business Units
Ability to operate at Executive levels
Excellent written and verbal communications skills
Unless there is a legal requirement, experience will be accepted for the education requirement.
This position will report directly to the VP, Enterprise Finance Systems and Shared Applications. Decisions will be made collaboratively between these two roles. Decisions that impact the entire environment will also be made in conjunction the Business Stakeholders, CIO and IT support teams as appropriate. This position will have direct reports.
Primary Location: United States of America-New Jersey-Parsippany
Employee Status: Regular
Organization: Wyndham Hotel Group
Job Posting: Apr 3, 2018, 11:00:00 PM
Requisition ID: 1804799
Equal Opportunity Wyndham Worldwide fosters a work environment in which all individuals are treated with respect and dignity. We are an equal opportunity employer and do not discriminate either directly or indirectly against employees or prospective employees on the basis of race, color, religion, sex, sexual preference/orientation, citizenship, marital status, veteran status, national origin, age or disability, or against any other protection established by applicable law or regulation. We will make reasonable accommodations for eligible disabled applicants and employees in compliance with applicable laws and regulations. We are committed to actions and policies to assure fair employment, including equal treatment in hiring, promotion, training, compensation, termination and disciplinary action and will not tolerate unlawful discrimination either directly or indirectly by our employees or agents.