Hilton – Area Office at Hilton Tokyo Looking for Manager, Corporate Systems Support Services – Japan at Tokyo – Nishi Shinjuku -Chome Tokyo, Japan Full Time

Description

*This position requires English & Japanese fluency, please kindly read the requirement carefully.

With thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to delight. From an open door to a welcoming smile and an exceptional experience, we offer the millions of travelers who stay with us every year a welcome they will never forget. In addition to our flagship brand, Hilton Hotels & Resorts, the family of brands includes Waldorf Astoria, LXR, Conrad, Canopy, Curio Collection, DoubleTree, Hilton Garden Inn, Hampton and many others.

If you appreciate the impact global travel can have on the world, you may be just the person we are looking for to work as a Hilton Team Member. Because it’s with Hilton where we never forget the reason we’re here: to delight our guests, Team Members, and owners alike.

The Manager, Corporate Systems Support Services – Japan is responsible for the support of Hilton’s JKM regional offices, providing direct oversight of support resources and ensuring IT services are delivered with optimal ongoing efficiency. 

What will I be doing?

The responsibility will be extensive and span multiple disciplines including but not limited to desk side, video conferencing, audio-visual systems, mobile devices, network and server room.
Successful candidate also responsible for the planning, directing of information processing activities, coordinating the effective design, implementation and operation of information systems and applications. Oversee implementation, end user training and adoption of new technologies through collaboration with Workplace Services, Telecom and Infra Engineering teams. Provide direct support to key executives and their support personnel. Coordinate video teleconferencing and other technology requirements for executive meetings. Serve as primary interface between corporate users and other technology departments and vendors on all office technology matters. Manage the ongoing refreshment of office technology, including servers, network components, laptops, printers, mobile devices and the transfer of end user data when required. Ensure technology complies with defined engineering standards and performs to established service levels. Drive resolution of open incidents and problems. Create and update documentation, including training documents, help desk runbooks, asset schedules, configuration documentation and support bulletins. Monitor trends, manage root cause analysis and provide reporting on key performance metrics.

The Manager, Corporate Systems Support Services – Japan will have an opportunity to make major contributions to the overall corporate support strategy of the organization, partnering with all operational, administrative and management functions to assess the needs of the business, collaborate with vendors and direct the implementation of a best-in-class integrated IT support solution.

Plan, develop and direct the introduction and operation of information technology systems and their development, maintenance and operating priorities. Plan and coordinate all investigations, feasibility studies and surveys of proposed and existing information systems and machine applications for agreement with senior management. Guide the selection, installation and use of computing equipment and software. Maintain an up-to-date knowledge of new equipment, systems and programming techniques appropriate to the organization. Participate in the familiarization of key management with data processing techniques. Control and recommend operations and development budgets. Control the security of information systems. Direct maintenance work and quality control to ensure the efficient and timely operation of the information technology function. Monitor operations and develop improvements. Control the selection, development and training of information technology professionals and other staff and monitor their performance.

The ideal candidate will have exceptional communication skills, the ability to build and maintain strong relationships.

Overall Strategy, Management and Communication:

• Ensure Desk Side Support (DSS) is present in all necessary situations
• Oversee end-user relationships and communications
• Develop and provide training documentation and standard procedures for all end-user interaction
• Monitor processes for responding to end-user support requests
• Proactively document and outline upcoming/recent product enhancements, distribute information and communicate effectively to end-users in an effort to increase productivity and decrease the learning curve for new software platforms (i.e. Windows OS upgrades, Office365 upgrades)
• Contribute to the definition of procedures for all types of help desk requests
• Gather client satisfaction feedback
• Responsible for assuring users are provided efficient and timely first and second level support
• Isolate problem trends and ensure that troubleshooting efforts are completed for recurring problems until permanent solutions are found
• Weekly and monthly statistics, status reports, and graphical reports are completed and continually modified to meet the needs of the client services team
• Interface with associates from all departments, employing a high degree of professionalism and diplomacy to promote a positive image of the DSS team
• Accurately and proactively communicates pertinent information to create a work environment that lends itself to the best interests of the team and customer service
• Manage multiple high priority initiatives in a fast paced highly technical environment
• Remain on-call during off-peak hours to respond to severity level 3 support service issues and senior executives’ requests
• Perform other duties and responsibilities as assigned by management
• Create and maintain an internal hardware and software-licensing inventory
• Track system life-cycle, and ensure all software licensing is up-to-date and avoid end-of-life
• Monitor and track technology change management, implement risk mitigation processes and communicate to stakeholders

End User Management:

• Manage service delivery and issue escalation workflow for corporate team member issues
• Evaluate end user support and manage training through vendors
• Intervene, analyze, manage, and resolve business conflicts between organization and support vendors

Vendor Management:

• Ensure contract execution according to specified processes, SOPs and SLAs
• Provide oversight to outsourced partners to ensure enterprise standards are in place and service levels are being met consistently
• Work with vendors to manage the current executive level white glove service offering to ensure local management team receives premier support for all corporate systems challenges
• Assist in the coordination of disposal of decommissioned IT equipment, corporate property moves or refresh activities, as necessary
• Assist the implementation and maintenance of internal control policies and procedures to ensure the internal control environment is maintained and provides supporting documentation to internal and external auditors regarding completion of control procedures
• Assist in the evaluation and improvement the on-boarding and off-boarding procedures for corporate team members and contractors.
   

Requirements

What are we looking for?

To successfully fill this role, you should maintain the attitude, behaviors, skills, and values that follow: