Director of IT Field Services - Collegiate Hospitality

• Oversee IT operations within the LOB, ensuring deployment, support, and tactical projects are on track
• Define and communicate project milestones, service level agreements (SLAs), and resource allocations
• Manage Regional Technology Leads across regions
• Provide guidance, coaching, training, and performance oversight
• Partner with and drive outcomes and accountability from other Technology teams and key external partners
• Ensure standardization of field support and deployment practices and drive consistent training for staff
• Be a voice for the tech team's customers
• Execute proactive engagement and communication plans to maintain high levels of customer satisfaction and retention
• Oversee vendor and internal relationships and escalate performance issues as needed
• Develop tools, processes, and best practices that enhance technology value, reduce technology cost, and/or drive operational efficiency
• Drive continuous improvement initiatives
• Validate SLAs and publish KPI reports to track service performance and customer satisfaction
• Establish a metric/KPI based approach for technology operations
• Act as an escalation point for urgent and complex support issues
• Serve as a LOB Service and technology subject matter expert (SME)

• Bachelor's degree in Information Technology or a related field required
• Minimum ten years of progressive experience in IT
• Hands-on expertise with large-scale hospitality and point-of-sale technology deployments
• Proven track record of managing, developing, and leading high-performing teams
• Deep knowledge of hospitality customer technologies - specifically point-of-sale technologies, ITIL practices and ServiceNow software
• Strong analytic, organizational, and project management skills
• Exceptional interpersonal and communication skills
• Solid proactive decision-making skills and the ability to drive results in a dynamic environment
• Proven ability to influence without authority in a matrixed environment
• Demonstrated success navigating complex stakeholder landscapes

Master's degree and/or professional certifications (ITIL, ITSM, Lean Six Sigma)

• Annual performance bonus
• Stock options
• Medical
• Dental
• Vision
• Work/life resources
• Retirement savings plans like 401(k)
• Paid days off such as parental leave and disability coverage