Senior Manager Corporate IT Operations

Job description

Position Overview The Senior Manager of IT Service & Delivery provides hands-on leadership and operational oversight of IT service delivery across the Ashford Group of Companies, operating within a Shared Services model. This role is responsible for ensuring reliable, efficient, and high-quality IT support services for multiple affiliated business lines, including Remington Hospitality, Premier, and Ashford. This role focuses on day-to-day operational excellence, process execution, and continuous improvement of IT Service Management (ITSM) practices, with direct accountability for end-user support, help desk operations, and core infrastructure service delivery. This position is execution-focused, with greater involvement in managing teams, processes, and outcomes. Key Responsibilities: - Direct and manage IT Service Delivery operations across supported entities, ensuring consistent, high-quality support for corporate offices and field-based environments, including hotel properties. - Lead the Help Desk and End-User Support functions, including daily operations, staffing, scheduling, ticket escalation, and service quality oversight. - Build, document, and mature ITSM processes (Inci...