Senior Manager - ITSM Data and Analytics

Job Summary

The Senior Manager of ITSM Data and Analytics is part of the Technology Experience Center chartered with supporting our organizational mission to create exceptional experiences. At Marriott we are transforming the way we manage technology; this position will be a pivotal role in the IT Service Management Team. Your work will support the evolution of how we develop and deliver technology by establishing an enterprise data model supporting data driving discussions shaping the future of technology at Marriott. You and your team will establish an enterprise-wide data centric continuous improvement model in partnership with other ITSM Practice Owners, Service Desk Leaders, SRE Leaders and various other departments and product owners across the organization.  

You will lead a team responsible for delivery comprehensive, consistent, and actionable reporting to support executive and operational leaders across the Enterprise ITSM organization. The role involves strategic planning, data governance, and collaboration with numerous cross-functional stakeholders to ensure data-driven decision-making and operational excellence.

Deliver high quality metrics and insights into the data to help drive transformation across our product teams leveraging IT Service Management data such as incident, problem, change and mttx. Deliver presentations at executive levels showcasing success stories and opportunities for continual improvement. 

As Marriott transforms into a Product Model, it will be critical to drive change throughout the organization to establish continuous improvement mindset by establish a holistic maturity model across all IT Services in the enterprise. This will take endurance, collaboration, superior communication and organizational change management skills to ensure our future success. 

This leader will also contribute to establishing and achieving team, organization, and company goals. This team will be asked to be keenly aware of the market and bring industry standards, innovation and best practices to the table to continually advance the excellence in the Technology Experience Center global team.

Candidate Profile

Education and Experience

Required Qualifications:
•    Undergraduate degree or equivalent experience/certifications
•    5+ years of experience in Information Technology (IT) and/or analytics roles, including:
•    3+ years of experience in IT Operations and/or IT Service Management
•    3+ years of experience leading support organization through transformative activities
•    4+ years of experience leading reporting or analytics teams

Preferred Qualifications: 
•    Lead complex data initiatives with multiple stakeholders and end users including both technical and non-technical partners
•    Define and implement data governance process
•    Establish reporting standards and audit processes to ensure compliance
•    Experience implementing and maintaining reporting infrastructure in the Microsoft ecosystem (Azure, PowerBi, Fabric)
•    Working with the ServiceNow Data Model
•    Implementing a Capability Maturity Model Integration or establishing Customer Experience Metrics Model
•    Strong leadership skills with the ability to manage and inspire a diverse team
•    Ability to develop and implement strategic initiatives that align with organizational goals
•    Ability to independently manage technical or process issues, providing executive reporting on issue status
•    Strong analytical and problem-solving skills to identify and address data-related challenges
•    Commitment to continuous improvement and staying updated with industry best practices
•    Experience communicating technical material to non-technical business partners to help them interpret data and uncover actionable information
•    Strong interpersonal, written, and oral communication skills to interact at all levels
•    Experience interfacing with and influencing business partners

Core Work Activities:

•    Strategic Leadership
     •    Develop and implement strategic initiatives for ITSM Reporting in alignment with organizational goals.
     •    Partner with the data platform team and Enterprise ITSM stakeholders to determine organizational goals and dependencies

•    Data governance and quality
     •    Oversee the implementation of robust data governance frameworks and data cleaning process.
     •    Ensure high-quality, performant, and integrated datasets

•    Reporting and Analytics
     •    Develop and maintain standardized data transformations, aggregations, metrics, and calculations. 
     •    Create and manage user-facing analytics tools and dashboards.
     •    Provide high-level strategic insights and detailed compliance reports

•    Team Management
     •    Define roles and responsibilities for team members
     •    Foster strong communication and collaboration within the team and with external stakeholders.
     •    Provide training and development opportunities for team members

•    Continuous Improvement
     •    Regularly review and refine reporting process to enhance accuracy, relevance, and usability.
     •    Implement a continuous improvement process to enhance the quality and effectiveness of reporting services.
 

The salary range for this position is $98,500 to $162,900 annually. In addition to the annual salary, the position will be eligible to receive an annual bonus.

Washington Applicants Only: Employees will accrue 0.04616 PTO balance for every hour worked and eligible to receive minimum of 7 holidays annually.

All locations offer coverage for medical, dental, vision, health care flexible spending account, dependent care flexible spending account, life insurance, disability insurance, accident insurance, adoption expense reimbursements, paid parental leave, educational assistance, 401(k) plan, stock purchase plan, discounts at Marriott properties, commuter benefits, employee assistance plan, and childcare discounts.  Benefits are subject to terms and conditions, which may include rules regarding eligibility, enrollment, waiting period, contribution, benefit limits, election changes, benefit exclusions, and others.

Marriott HQ is committed to a hybrid work environment that enables associates to Be connected.  Headquarters-based positions are considered hybrid, for candidates within a commuting distance to Bethesda, MD;  candidates outside of commuting distance to Bethesda, MD will be considered for Remote positions.

The application deadline for this position is 28 days  after the date of this posting, May 26, 2025.

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.