IT Manager

IT Manager, Information Technology

39 hours, 5 days per week (occasional weekend work required)

Mandarin Oriental Hotel Group is seeking an IT Manager to join their team. This role involves daily IT support for staff and guests, maintaining IT infrastructure, troubleshooting core hotel applications, and implementing IT standards. The IT Manager will also oversee IT-related changes and projects, manage network and systems, provide AV support, and lead the IT team.

Key Responsibilities

General IT Management & Support

• Deliver daily first-line IT support to staff and second-line support to hotel guests, including VIPs and event delegations.
• Monitor and maintain core IT infrastructure (servers, endpoints, network devices) ensuring continuous operation and adherence to SLAs.
• Maintain and troubleshoot hotel core applications (PMS, POS, VoIP, etc.).
• Manage hotel-specific and corporate routine IT task lists, ensuring daily/weekly/monthly tasks are completed on schedule.
• Ensure implementation of brand and group IT standards (e.g., MOHG or brand-specific frameworks).
• Escalate unresolved technical issues to third-party vendors or corporate IT teams as needed.
• Configure and manage hotel telephony systems (IP Phones, call routing, voicemail systems).

Change Management & Projects

• Oversee and plan for all IT-related change requests, upgrades, and new feature rollouts.
• Act as technical project manager for hotel-level and regional infrastructure projects.
• Coordinate deployments with minimal impact to guest services or staff operations.
• Ensure change management protocols are followed, including testing and rollback planning.

Network & Systems Management

• Troubleshoot physical network issues and manage port-level configurations.
• Coordinate and fulfil network setups for special events, conferences, and VIP guest needs.
• Work with external vendors and internal networking teams for escalations or performance tuning.
• Monitor system event alerts and remediate based on severity and business impact.

Audio Visual & Event Technology Support

• Act as AV lead for hotel infrastructure.
• Provide technical support.
• Manage AV requests from delegation guests, ensuring a seamless and professional experience.

IT Team Management

• Manage daily IT resource assignments across support, projects, and routine task execution.
• Coordinate IT duty rota to ensure 24x7 coverage, including on-call escalation processes.
• Mentor junior IT team members and ensure knowledge transfer and documentation practices.

Cybersecurity & Compliance

• Conduct system vulnerability management, applying security patches and tracking remediation.
• Administer and monitor endpoint protection tools (EDR, antivirus, device encryption).
• Follow up on system-generated alerts, collaborating with corporate IT security where needed.
• Deliver information security awareness training to hotel staff and ensure adherence to group-wide policies.
• Maintain accurate and auditable documentation for IT procedures, systems, and compliance checks (e.g., PCI DSS, GDPR).
• Lead IT security audit preparation and manage evidence collection.

Achievements

• Reduced recurring network downtime by 80% by implementing proactive monitoring and hardware upgrades.
• Led the deployment of a fully redundant network and server infrastructure across multiple environments.
• Played a key role in passing multiple PCI DSS and internal IT audits with no critical findings.
• Successfully supported complex environments.

Our Commitment To You

• Learning & Development: Unique learning and development programmes for career growth.
• MOstay: Complimentary nights and attractive rates at Mandarin Oriental properties worldwide.
• Health & Colleague Wellness: Variety of health benefits and wellness programmes globally.
• Retirement Plans: Different retirement plans based on service length and role.
• Additional Benefits: Discounts on retail, F&B, spa, gym memberships, cash plan, charity day, season ticket loan, cycle to work scheme, recruitment referral bonus, free meals on duty, uniform dry-cleaning, increased holiday entitlement, subsidized podiatry sessions, free Life Insurance, company pension plan, and access to Hospitality Action's Employee Assistance Programme.

Sustainability & Diversity

Mandarin Oriental Hyde Park is a certified Global Sustainable Tourism Council (GSTC) hotel, committed to environmental protection, people, and communities. The hotel fosters a diverse and inclusive culture where all colleagues are treated with fairness and respect, with a zero-tolerance policy for discrimination.

Eligibility to Work in the UK

Candidates must have the right to work and live in the UK. Documented evidence will be required.

Key skills/competency

IT Management, Technical Support, Network Administration, System Administration, Cybersecurity, Project Management, Vendor Management, Team Leadership, Audio Visual Support, Compliance