Information Technology Manager

Company description

Discover the warm French-Polynesian welcome of our luxury 5 star beach resort situated on the east crescent of the world famous Palm Jumeirah, offering a rejuvenating escape inspired by the rich culture of the South Pacific.
Nestled amongst lush greenery on the idyllic shores of the Arabian Gulf, Sofitel Dubai The Palm offers a tropical and relaxing sanctuary, only a short distance away from the vibrant, buzzing metropolis of Dubai.
With magnificent touches of French elegance interlaced throughout the hotel, we invite you to ‘live the French way’ and indulge in excellence.

Job description

The IT manager’s advanced knowledge and practical skills in technology contribute to the success of the hotel in delivering first-level and limited second-level technical support for Sofitel Dubai The Palm. It includes IT infrastructure, firewall, routers, switches, access points, and break-fix support, servers, printing solution, IPTV system, knowledge on CCTV, telecommunication, PABX maintenance, installations, system repairs, and routine maintenance. The position operates within established standards and guidelines followed by Accor Hotels to ensure consistent, reliable technology operations. The IT manager is responsible for maintaining, troubleshooting, and improving property-based technology systems, and must possess strong knowledge of technology equipment, applications, and processes, while having experience in managing a team.

Responsibilities

• Managing technology needs within budget parameters
• Supports IT leadership in developing CAPEX and operating budget requirements, based on anticipated projects and property needs.
• Ensures full compliance with Accor policies, implementing corrective actions where required.
• Places equipment orders as directed, including PCs, telecommunications devices, local servers, and network components; processes related invoices for assigned property or properties.
• Conducts periodic audits of applications, systems, and hardware; prepares inventory reports as needed.
• Ensures all technology assets are securely stored, protected, and accounted for.
• Adheres to contractual obligations with technology-related vendors and service providers.
• Business contingency plan in action as per Accor standards.
• Conducting quarterly audits and early audit with the Accor security team.
• IPTV and PABX maintenance.
• Building and sustaining customer relationships
• Prepares and delivers proposals, analyses, cost models, and project plans in both written and verbal formats.
• Provides effective and timely customer service to associates at assigned property or properties.
• Responds promptly to inquiries from customers, vendors, and IT peers.
• Produces detailed status reports and updates as requested by leadership.
• Ensuring client technology requirements are met
• Cyber security awareness, confidentiality, and securing the hotel's critical data.
• Supports technology-related components of disaster recovery and business continuity efforts.
• Provides technical guidance to end-users and property teams.
• Escalates support requests for all Accor-approved technologies and manages Request Center processes.
• Supports guests' and employees’ internet connectivity needs.
• Escalates complex technical issues through the appropriate channels, including supervisors and Accor IT resources.
• Images servers, desktops, installs software, applies patches, configures network mappings, and carries out standard system deployments.
• Performs moves, adds, and changes for computers and peripherals, ensuring proper data migration.
• Executes routine desktop backups according to schedule or direction.
• Provides comprehensive end-user support across applications, hardware, and systems.
• Ensures technology security measures—such as encryption and patching—are consistently applied; supports compliance activities.
• Supports property-level infrastructure, including servers, switches, routers, Wi-Fi controller, load balancer, and access points; coordinates with Accor MyIT and vendor partners as necessary.
• Assists in maintaining a secure and optimized server environment, including performing backups and preventative maintenance.
• Supports implementation and follow-through of corporate, regional, and property-level technology initiatives.
• IPTV in guest rooms, access control system, and CCTV maintenance.
• Data security management
• Ensure system versions and patches are up to date.
• Respond to complex data security vulnerabilities promptly.
• Contribute to the establishment of a comprehensive plan for data recovery as part of the contingency plan.
• Monitor and assess the information security compliance practices of all Heartists in accordance with Accor's standard policies and procedures.
• Ensure implementation of data security policies, procedures, and processes.

Qualifications

Education and experience

• Master's or bachelor’s degree in IT, computer science, or other relevant discipline.
• Five years of experience in information technology as an IT manager or a related professional field in a large property.
• A passion for improving the delivery of services with a commitment to continuous improvement.
• Strong interpersonal and problem-solving abilities.
• Highly responsible and reliable with exceptional attention to detail.
• Ability to focus attention on guest needs, remaining calm and courteous at all times.
• Experience of embedding change projects within an organization.
• Demonstrated experience in managing IT budgets and project management.
• Experience in managing IT infrastructure across dispersed locations.