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Go Put the World on Vacation
At Wyndham Destinations our goal is simple: to put the world on vacation. Our award-winning team of nearly 15,000 associates is diverse and dedicated, caring and creative. Together we’re shaping the future of the timeshare industry by doing things never done before. That’s part of what makes our work fun and interesting. Every day is a chance to learn something new and influence the global business.
The overall purpose/primary function of this position is to establish and manage the organization responsible for maintaining the operational stability, security and integrity of Network, Contact Center and Telephony services located within the Wyndham Destinations technology locations as well as 3rd party data centers.
The scope of this position includes, but is not limited to, the provisioning, deployment, tuning and support of platforms, systems and technology ecosystems that comprise enterprise Voice and Data services/applications. In addition, this position will be responsible for various global site locations in a direct and/or matrixed reporting relationship for related services as well as consulting.
This position includes establishing processes/procedures, developing product roadmaps and establishing/maintaining relationships with key stakeholders and constituents. The person in this role must possess the capability to prioritize in a high-change environment and in doing so also assist in leading and planning operational support efforts and execution when required.
Essential Job Functions
Responsible for leading the technology teams that maintain the operational integrity of Wyndham Destinations systems/technologies located throughout North America as well as regional hubs. This is accomplished by setting goals and performance objectives, creating and ensuring adherence to operational policies and procedures, creating and executing actionable technology and personnel plans. This position also serves as an escalation point of contact during incident and problem management activities. Relevant platforms include Network, Telephony, Contact Center applications as well as tools required for operations. This position interfaces frequently with multiple managed service vendors for staff augmentation, managed services for key platforms/technologies and hosted datacenter locations/services.
Establishing and maintaining a product roadmap outlining lifecycle management of components of services within the scope of this position. This will be used in tactical as well as strategic planning activities for project as well as product-based decision making. Pertinent to this set of activities is creating and maintaining relationships with key functional leaders and their related teams throughout the Wyndham Destinations business landscape and related locations.
Partner with management in order to recruit, develop and retain high performance, geographically distributed IT team members. Improve the technology portfolio knowledge base by initiating internally generated research and development initiatives & assist IT personnel when required in a consulting capacity in order to ensure project success. This is accomplished through setting and tracking performance-oriented accomplishments, mentoring subordinates and ensuring that proper training/career planning takes place on a regular basis.
Responsible for partnering with peer technology teams in the execution of application/system/platform builds and deployments for new and existing initiatives as per requirements and through Technical Services designs and guidelines. Solutions include research in best practices as well as pre- and post-implementation documentation as well as project execution, when required.
Responsible for managing towards fiscal goals and constraints. Included in this is managing the operational budget, relative staff and consulting consumption budgets as well as project related allocations as they relate to internal and external efforts.
Describe quantifiable measures that will help define the value of the position. Examples include size of budget, business metrics, etc. Also, describe the impact on revenue, profit or expenses by stating activities that could affect financial results of Wyndham Destinations.
This position will require an individual to be a leader as well as a subject matter expert and as such will be expected to provide sound, quantifiable recommendations and the supporting justification as well as alternatives deemed relevant based upon solution requirements and/or costs. Ultimately the incumbent will drive the decisions as well as execution of this position and must be able to delegate and demonstrate follow through in order to ensure success.
This position is accountable for team members under his/her charge as well as the integrity and stability of the environments under the scope of responsibility of this position. As this position deals directly with direct reports, budgets and execution strategy, a great amount of autonomy is given. Given the scope of responsibility, errors in judgement or execution could have severe impacts to staff, budgets and/or platforms and systems that can result in direct revenue loss or loss of system availability.
Given the geographically disparate nature of this team and the lines of business supported, travel will be required between the following locations: Indianapolis, IN, Orlando, FL, Las Vegas, NV and potentially other locations as need arises. Reasons for travel include, but are not limited to, site visits/team meetings, project requirements, customer interfacing, disaster recovery and compliance audits. Travel is demand-based and will average 10% - 20% of time.
Minimum Requirements and Qualifications
Degree in relevant field or equivalent work experience
10-15 years of experience in managing implementation, operation and maintenance of medium-scale globally distributed infrastructure and application services across heterogeneous platforms. Proven operational management experience including inter and intra team communication, budgeting and employee performance/development skills. Qualified candidates should have a broad exposure to the various facets of technology in a 24x7 technology environment. Solid experience managing relationships with vendors including data center, staffing and managed service relationships
Significant focus and experience on managing teams providing shared services in the network, telephony as well as contact center space.
Hands on strategic planning, including total cost of ownership analysis and mapping technology solutions to business needs
Experience driving cultural transformations and building sustainable organizations
Knowledge and skills
Creative, passionate and experienced leader of both people and technology
Ability to lead, manage and grow geographically distributed teams
Ability to adapt, work autonomously and with temporal fluidity of a 24 x 7 global business
Proven customer service, communication and technical writing/presentation skills
Solid experience working with multi-sourced models, combining onshore and offshore teams
Knowledge of service management processes as well as AGILE methodologies
Familiarity with current infrastructure technologies and their impacts on services such as virtualization, data storage and processing, networks, telephony and J2EE/.NET based systems
Excellent budget planning and budget management skills
Deep experience with local as well as wide area networking technologies, protocols as well as key vendors/platforms in each space
Knowledge of X-As-A-Service (e.g. SaaS, PaaS, IaaS) technologies and their benefits and limitations
Direct exposure to Telephony platforms (Avaya, Cisco & Mitel), related contact center applications (workforce management, dialer, IVR…etc) as well as billing/fulfillment systems and delivery methodologies.
Proven experience in designing and supporting large scale, carrier-class Cisco and/or Juniper networks and related tools for provisioning and support
Strong project management and vendor management skills in supporting delivering on time, with quality and on budget
Unless there is a legal requirement, experience will be accepted for the education requirement.
A World of Inclusion
Hospitality is at the heart of all we do at Wyndham Destinations, including how we treat each member of our growing community. Here, you’ll find a team that’s inclusive, values diversity, and is built on a foundational respect for people from all over the world.
We are an equal opportunity employer, and all applicants will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to firstname.lastname@example.org, including the title and the location of the position for which you are applying.
Thank you for your interest please submit your application on the next page.