IT Manager

Remarkable Time Management and Multi-Tasking skills to deliver a ‘FIVE-Star’ Experience, even under pressure.

'FIVE-Styled’ Visionary thinking by finding creative solutions, while taking Ownership for all duties and tasks assigned.

Sensational Teamwork and Collaboration skills to work effectively within a group and across departments with Fellow ‘FIVERs.’

A hands-on attitude, fuelled by a ‘Can-Do!’ Spirit.

Prioritises and fulfils Guest Incidents and Requests in accordance with ‘FIVE-Styled’ service standards.

Captures and documents both Guest and ‘FIVER’ Incidents and Requests, formally utilising the Support Desk Management System.

Advocates for FIVE Hotels and Resorts' Online Support Process, encouraging FIVE Tribe Members to utilise the efficient online platform for reporting Incidents and Service Requests.

Collaborates closely with business users to Optimise Applications, seeking ways to Enhance Usage and develop Automated Business Processes to elevate the hotel's service offerings.

Shares Information Technology Knowledge and Industry Trends with fellow ‘FIVERs,’ fostering a Culture of Continuous Learning and Development.

Manages and Communicates the Team Schedule, ensuring an efficient allocation of resources to guarantee Optimal Support Coverage at all times.

Assists in the Recruitment and Onboarding of IT Support Specialists, contributing to the development of the Sensational FIVE Tribe.

Conducts Performance Management Reviews in collaboration with the Assistant Director of IT, recognising and rewarding Exceptional Performance.

Proactively Resolves Faults and Manages Service Delivery, meticulously recording Incidents, Service Requests, and Resolutions to maintain a seamless experience for Guests and ‘FIVERs’ alike.

Carefully Monitors Systems, both behind the scenes and guest-facing, taking Remedial Measures to ensure uninterrupted service, while curating Trend Analysis Reports to address reoccurring issues and elevate performance.

Keeps Abreast of the latest Technology Trends and Information Technology Services Concepts, ensuring the hotel remains at the forefront of innovation.

Develops Technical Training Plans for the Team, identifying and addressing Skills Gaps to ensure a next-level Information Technology support experience.

Upholds Information Technology Policies within the team, ensuring Peers and Colleagues Adhere to and Comprehend the policies, while periodically conducting Audits to ensure Compliance.

Maintains Robust Governance and Change Management Protocols, ensuring meticulous Documentation and Approvals are obtained for all Information Technology-related activities.

Champions vigilant Information Technology Security best practices, conducting Awareness Sessions with the user community to foster industry-leading security.

Maintains an accurate Information Technology Inventory and Asset Repository, ensuring compliance with premium standards and policies.

Deploys Information Technology Equipment and Software securely into the FIVE Hotels and Resorts network, adhering to Stringent Standards and meticulously Documenting Assets to maintain accurate inventory.

Facilitates Vendor Management Initiatives, working closely with vendors to deliver boundary-breaking solutions on Time and within Budget.

Project manages Information Technology Implementations, ensuring seamless integration and exceptional service delivery.

Deputises in the absence of the Assistant Director of IT, representing ‘FIVE-Star’ standards at all levels of FIVE’s operations.