This position is responsible for leading a team of IT Specialists to provide day-to-day IT support for China GCCs business operations. In addition to this, the IT Manager is also responsible for managing the IT budget, planning and managing IT projects, as well as representing IT department to communicate with various stakeholders. The IT Manager also needs to work with IT colleagues in other ASPAC regions and US to ensure the compliance/alignment and develop better solutions to support the operations. Last but not least, when facing emergencies, the IT Manager needs to be able to undertake and organize relevant activities to solve problems efficiently and effectively.

• Manage staff and resources, including hiring, training, performance management, and provide guidance so they can meet the changing needs of the organization. Provide developmental opportunities to IT colleagues and help them grow within the company.
• Establish and manage relationships with the business teams to understand evolving needs and translate them into system solutions. 
• Manage financial aspects of the Information Technology functions, including purchasing, budgeting, and capital budget process. Negotiate and administer vendors, outsourcer and service agreements. Manage vendor relations.
• Lead the deployment, security monitoring, maintenance, and support of all Technology architecture, including network circuits, servers, PCs, operating systems, telephones, software applications, and peripherals.
• Provide expertise and support during systems upgrades, installations, conversions and maintenance. Lead the change effort and collaborate with other teams to ensure successful rollouts while minimizing risks and business impacts. 
• Actively participate in the additional construction of China GCCs, including working with vendors to ensure timelines and tasks are executed to schedule and plan. Monitor vendor work and surface concerns to leadership
• Oversee provision of end-user services, including help desk and technical support services.
• Develop and manage all IT policies and procedures, including those for PCI & security, disaster recovery, standards, purchasing, and service provision. Manage telecommunications infrastructure and development plans. Ensure the creation and maintenance of all written documentation, including system and user manuals, license agreements, and documentation of modifications and upgrades. Ensure all processes are compliant and aligned to local and global regulations. 
• Demonstrate a commitment to Hyatt core values (included in all job descriptions).
• The position responsibilities outlined above are in no way to be construed as all encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary (included in all job descriptions).

• Minimum 5 years of hands-on experience in IT role with 2 or above years in IT management.
• Experienced in service delivery via ticketing (ServiceNow).
• Contact Center IT operation experience preferred.
• University degree in IT or Computer Science.
• Good knowledge of network infrastructure, cabling, switches.
• Good knowledge of hardware, server, laptop, desktop, printer
• Good knowledge of contact center omni-channel applications and PBX system
• Good knowledge of cyber security and data privacy.
• A strong leader to manage the teams effectively and developing team members to succeed.
• Possess strong collaborative and service oriented mindset.
• Strong analytical and creative problem-solving mindset and skills preferred.
• Strong verbal and written communication skills required, demonstrating Hyatt’s desired behaviors of empathy and care.
• Must be highly motivated and organized with the ability to multi-task different IT projects.
• Must be open minded and be able to adapt to a fast paced, changing environment.
• Travel (<15%) is required.

Good to have:

• Network certificate, like CCIE or CCDE
• Project Management, PMP
• Information Security certificate, like CISM or CISSP
• ITIL V4