Senior Director, Command Center Lead, Digital & Technology Transformation Office CALA

The Senior Director, Command Center Lead is responsible for leading the strategy and execution of the CALA deployment support model, ensuring seamless hotel cutovers and operational stability across multi-wave transitions. This includes end-to-end oversight of the Command Center during the full cutover window—from 14 days before to 14 days after each deployment—proactive risk management, cross-functional coordination, and clear, timely communication to global and regional stakeholders. With responsibility for multiple simultaneous deployment waves, the role demands exceptional organizational discipline and the leadership presence to drive decisions in fast-moving, high-stakes environments. In addition, the Senior Director oversees ServiceNow health and hygiene, global issue triage, and defect and incident management, ensuring SLAs are met and improvement opportunities are identified through data-driven insights. They will lead a team of Deployment Support resources, making effective team management essential to scaling support across a large, complex property portfolio. The role requires strong project management expertise, the ability to build trusted relationships, composure under pressure, and the strategic capability to deliver operational continuity throughout a global technology and business transformation program.