Manager, Endpoint Service Delivery in Orlando Operations Center at Marriott Vacations Worldwide

Date Posted: 7/9/2019

Job Snapshot

Job Description

Are you ready to grow your dream career while making others' vacation dreams come true? Marriott Vacations Worldwide is a world premier organization for Vacation Ownership with resorts at destinations around the globe. Join our team and help deliver unforgettable experiences that make vacation dreams come true.

Generic Position Summary

As a member of the professional staff, contributes specialized knowledge and skill in a discipline (e.g. Accounting, Finance, Human Resources, Information Technology, Operations Planning & Support, Sales & Marketing) area to support team and/or department objectives. Generally works under limited supervision, but within established guidelines, monitoring the flow of work between own department and others in alignment with business strategies, selecting and developing effective managers and work teams, managing own organization through reliable systems and processes, and producing and analyzing more complex business information to assist in the decision making process.

Specific Job Summary

The Manager of Desktop Service Delivery will establish the vision, processes and deliverables to deliver new services through Software Quality Assurance, test/implementation, change control and training/communications. Manage the day-to-day operations of a team that ensures quality and trains others to support End User Technologies (hardware, software, configuration, and management systems) for a global audience.

Generic Expected Contributions

  • Contributes to team, department and/or business results by performing more complex quantitative and qualitative analysis for business processes and/or projects. Often manages small projects, business processes or parts of larger ones.
  • Responds to, solves and makes decisions on more complex/non-routine business requests with limited to moderate risk.
  • Works to enhance the organization's capabilities through effective staffing and development of others by:
    • using appropriate MVW interviewing tools to hire the best managers available from inside or outside.
    • hiring for diversity and balance of skills.
    • setting and maintaining high standards for team and individual performance.
    • providing timely coaching and feedback.
    • making and rewarding distinctions in performance

Assists more senior associates in achieving business results by:

    • identifying opportunities to enhance the effectiveness of business processes.
    • providing training and technical guidance to less senior staff, where appropriate, and serving as point-of-contact for problem resolution.
    • participating in setting department operating plans.
    • recognizing and celebrating team successes.
    • achieving results against budget within scope of responsibility.

  • Demonstrates an awareness of personal strengths and areas for improvement and acts independently to improve and increase skills and knowledge.
  • Performs other duties as appropriate.

Specific Expected Contributions

  • Design and implement the overall approach and management of a Endpoint Service Delivery team.
  • Establish a quality assurance system to provide testing/validation, documentation, training, and communications that promote IT support staff readiness and global end-user satisfaction while avoiding negative impacts on end-user/business performance.
  • Design and implement a version control and release management discipline for the controlled deployment of operating systems, packaged software releases, and patch management.
  • Create, measure, and report key metrics that reflect the performance of the larger End User Technology team with a focus on compliance to standards for the global technology environment.
  • Lead the Endpoint Service Delivery team on the implementation of test strategies and mature the team's skills by introducing progressive testing concepts that focus on efficiency but sacrifice nothing on quality.
  • Own defect detection, documentation, and "confirmation of resolution" processes, ensuring that a standard approach is being followed throughout the larger End User Technology team and that proper tooling and reporting mechanisms are in place.
  • Act as a player/coach while bringing leadership and guidance to the Endpoint Service Delivery team across all facets of the team's responsibilities; demonstrate "what good looks like" and know when to prove it.
  • Create a sense of accountability across the End User Technology organization to foster a culture that "owns" all misses and uses them to drive future process improvements.
  • Understand business objectives and strategic drivers. Build global alignment and buy-in across functions.
  • Motivate all team members to deliver high quality projects on time and within budget.
  • Develop careers and mentor the team.
  • Provide training, documentation, and reinforcement of ITIL principles to other IT disciplines in support of the End User Technology team's objectives and to the betterment of the IT organization as a whole.
  • Maintain vendor relationships and technology roadmaps, evaluating new technologies for compatibility and security compliance and "fit for use." Contribute to endpoint lifecycle management discipline for timely delivery of new services.
  • Provide after-hours support when needed for change implementation and/or incident management.

Generic Candidate Profile

Successful candidates should possess knowledge and experience and demonstrate strong leadership and relationship skills as follows:

Generally a professional position with specific knowledge and experience in a discipline (e.g., Accounting, Human Resources, Information Technology) as well as associate management experience. College degree and/or relevant experience typically required.

Specific Candidate Profile

  • BS/MS Degree in Engineering or equivalent experience
  • 5+ years of QA Engineering management experience
  • ITIL Foundation certification (or higher) required, Project Management certification desirable
  • Prior experience leading and managing a team of global Software Quality engineers with track record of successfully validating and delivering high quality products.
  • Expert at building and managing test cases -- technically able to understand complex systems and know how to develop tests for them.
  • Extensive knowledge of common, industry leading testing methodologies, with awareness of when and how to rely on them.
  • Extensive knowledge of end-user computing technologies (i.e. desktop, laptop, tablet, mobile devices, printers, etc.), operating systems (i.e. Windows, OSX, Android, iOS, etc.) and configuration/management systems (i.e. Active Directory, BigFix, Bomgar, SCCM, LANDesk, AirWatch, InTune, HP JetAdmin, MarkVision, uniflow, etc.)
  • Experience establishing, spearheading, and owning UAT/Beta/Early Adopter Programs through interaction with a diverse and global end user community at all levels of the organization is required
  • Experience testing and deploying COTS, custom, and SaaS products required.
  • Experience with Agile/Scrum management techniques preferred.
  • Experience with Cherwell, Service Now, CA, Jira, Zephyr or other work management tools required.
  • Impeccable communication skills are required; adept at communicating to all levels of the organization and to a global audience through a wide range of analog and digital formats (verbal, written, presentational, virtual, etc.)
  • Expert knowledge in the use of Microsoft Office tools (Word, PowerPoint, Excel, Visio) to analyze data, convey complex visual information to a diverse audience, and deliver end-user documentation.
  • Able to work at a fast pace and encourage others to do so as well.
  • Able to measure team and individual's performance through the creation and use of key performance indicators, and ability to push the quality bar higher.

Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.


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