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Marriott Director - US/Canada Technology - Technology Compliance Services in Boston, Massachusetts

Job Number 24074545

Job Category Information Technology

Location Marriott International HQ, 7750 Wisconsin Avenue, Bethesda, Maryland, United States

Schedule Full-Time

Located Remotely? Y

Relocation? N

Position Type Management


The Director, Technical Services & Security Compliance (TSSC) – Technical Compliance Services will manage complex, cross-functional initiatives that require significant coordination across disciplines. This position will lead the business planning and modeling phases for proposed initiatives with an understanding of priorities and the ability to clearly articulate IT capabilities. This resource will direct the approach for compliance remediation efforts, deployment of security patches, remediation of vulnerabilities across a broad base of applications, software and hardware throughout the US and Canada Managed Hotels. In addition this position will be tasked with supporting the compliance efforts in our managed hotels as they try to maintain PCI compliance and a strong IT security posture. Understands technology designs, compute, storage and networking in multiple platforms and environments. Manages infrastructure rollouts and/or other project management initiatives. Serves as an IT escalation point for both internal and external stakeholders. Establishes strong rapport with Corporate IT partners, along with Area Systems Directors to ensure market needs are met. This role will manage multiple direct reports, contractors, and vendors to ensure established Service Levels are achieved and stakeholder needs are met.



• Undergraduate degree in an engineering or computer science discipline and/or equivalent experience/certification

• 8+ years’ experience in information technology leadership that includes one or more of the following:

o Networking and/or Server/Desktop Operating Systems (Microsoft Windows based Operating System)

o Application support

o Hardware support

• Direct management experience of cross functional, sourced, and or matrixed teams

• 4+ years hands-on management level experience in IT customer service with a track record of support production IT infrastructure in the hospitality space

• Experience addressing operational technical security compliance issues and challenges

• Ability to travel (20%)


• Experience with agile frameworks

• DSS-PCI Internal Security Assessor or related security certification

• ITIL Certification (3.x or better)

• Experience/understanding of cloud technologies

• Experience with technology security concepts and functions

• Strong understanding of hotel property technical configurations and the impact on operations.

• Project management experience

• Vendor management experience

• Deep understanding of VMWare, Microsoft Server operating systems.

• Comprehensive understanding of Branch office technology designs, including converged infrastructure, compute, storage, and networking.

• Operational experience in supporting vast and complex server infrastructure environments.

• Foundational operational experience of property operations and how technology can impact property operations

• Ability to communicate, both verbally and written, across the diverse enterprise environment such that issues are clear to all levels of technology compression

• Ability to work under stressful situations and be able to prioritize multiple issues and challenges

• Experience in developing and delivering presentations, technical and functional documentation

• Direct or indirect management experience that includes coaching and developing associates with minimal guidance.


Delivering Technology

Ÿ Serves as an IT escalation point for both internal and external stakeholders

Ÿ Provides guidance and recommendations for server infrastructure designs that adopt industry best practices and meet the ongoing security and operational needs of the Americas.

Ÿ Works closely with Regional and Area Directors to ensure maximum performance and reliability of property-based systems,

Ÿ Provides educational direction to Marriott Service Providers, Service Desk and Field Services organizations in core technologies as required.

Ÿ Strategizes optimal solutions for by coordinating options with IT Delivery, vendors, and Americas IT Leadership.

Ÿ Promotes and provides guidance on the benefits of Americas Technology Services to the organization.

Ÿ Acts as point of escalation for Leadership and Security team to deal with critical incidents.

Ÿ Provides consultation services for Leadership, project teams, and field teams to identify improved operational conditions and processes to address evolving needs

Ÿ Ensures that documentation for property technology environment is maintained according to standards for Americas Technology Services.

Ÿ Executes infrastructure rollouts and/or other project management initiatives.

Ÿ Develops, adopts, and maintains best practice guidelines for field services personnel.

Ÿ Reviews configuration requirements for new property based technical solutions to ensure existing security and compliance requirements are met. Proactively addresses configuration conflicts and works closely with third party partners and project teams to ensure effective adoption in the field.

Ÿ Establishes strong rapport with Corporate IT partners, along with Regional IT VPs to ensure market needs are met.

Ÿ Works with Americas IT, Global IT, and partners to implement continuous improvement activities

Technology Governance

• Oversees the TSSC – Technical Compliance Services team, and includes supervision for the entire team

• Works with the hotels to develop budgetary plans to address infrastructure GAPS and correct deficiencies around EOSL equipment.

• Works with larger US and Canada IT team to address evolving infrastructure needs, address internal and external vulnerabilities.

• Drives effective documentation and knowledge base efforts to ensure infrastructure standards and build documents are consistent across all portions of the US and Canada IT organization

• Ensures that all checklist and routine compliance tasks are completed on-time at the highest possible standards

• Ensures Backup and DR functions are properly managed, maintained and tested.

• Liaises with and escalates compliance challenges with Marriott’s Global Information Security Team

• Drives guidelines and governance requirements for change control, configuration management, security controls and services delivery.

Ÿ Demonstrates continuous improvement through metrics of quality consistency and client satisfaction

Ÿ Follows all defined IT standards and processes (i.e., IT Governance, SM&G, Architecture, etc.), and provides input for improvements to the appropriate process owners as needed

Ÿ Maintains a proper balance between business and operational risk

Leading Teams

• Creates a team environment that encourages accountability, high standards, and innovation.

• Leads specific team while assisting with meeting or exceeding department goals.

• Makes sure others understand performance expectations.

• Ensures that goals are being translated to the team as they relate to tracking and productivity.

• Creates and nurtures an environment that emphasizes motivation, empowerment, teamwork, continuous improvement, and a passion for providing service.

• Understands employee and develops plans to address need areas and expand on the strengths.

• Provides the team with the capabilities needed to meet or exceed expectations.

• Leads by example demonstrating self-confidence, energy, and enthusiasm.

Conducting Human Resources Activities

• Acts proactively when dealing with employee concerns.

• Extends professionalism and courtesy to employees at all times.

• Communicates/updates all goals and results with employees.

• Meets semiannually with staff on a one-to-one basis.

• Establishes and maintains open, collaborative relationships with employees.

• Solicits employee feedback.

• Interviews job candidates and assists in making hiring decisions.

• Receives hiring recommendations from team supervisors.

• Ensures orientations for new team members are thorough and completed in a timely fashion.

• Observes behaviors of employees and provides feedback to individuals.

Additional Responsibilities

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

• Manages group or interpersonal conflict.

• Informs and/or updates executives, peers, and subordinates on relevant information in a timely manner.

• Manages time effectively and conducts activities in an organized manner.

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

• Uses problem solving methodology for decision making and follow up.

• Performs other reasonable duties as assigned by manager.

California Applicants Only : The salary range for this position is $110,550.00 to $245,238.00 annually.

Colorado Applicants Only : The salary range for this position is $110,550.00 to $222,943.00 annually.

Hawaii Applicants Only: The salary range for this position is $133,766.00 to $245,238.00 annually.

New York Applicants Only: The salary range for this position is $110,550.00 to $245,238.00 annually.

Washington Applicants Only: The salary range for this position is $110,550.00 to $245,238.00 annually. In addition to the annual salary, the position will be eligible to receive an annual bonus and restricted stock units/stock grants. Employees will accrue 0.04616 PTO balance for every hour worked and eligible to receive minimum of 7 holidays annually.

All locations 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, educational assistance, 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 28 days after the date of this posting, 4/29/2024.

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.