Senior Manager, Command Center Support and Deployment Operations (Contractor)

Position Summary

The Senior Manager, Command Center Support & Deployment Operations is a key member of the Business Transformation Office team, reporting to the Senior Director, Deployment Command Center. This position is responsible for supporting the execution of deployment support activities across D+TT deployment waves and ensuring hotels receive effective operational, business, and technical support throughout the deployment lifecycle.

This role serves as a key leader within the Deployment Command Center, overseeing incident triage, issue management, escalation coordination, deployment support readiness, and post-go-live stabilization activities. The Senior Manager works closely with the Command Center Lead, Run of Show Lead, Implementation Managers (3rd party), business stakeholders, and technical support teams to support successful deployment execution and a positive hotel experience.

Key Responsibilities

Deployment Support Operations

• Manage deployment support activities across multiple deployment waves and hotel implementations.

• Coordinate deployment support readiness, including staffing, tools, procedures, escalation paths, and support documentation.

• Ensure support teams are prepared to provide operational and technical assistance throughout all deployment phases.

• Partner with continent and global deployment teams to maintain consistent support processes and service levels.

Command Center Support

• Support Command Center operations during deployment waves and critical cutover events.

• Participate in Command Center meetings, shift handoffs, operational reviews, and deployment readiness sessions.

• Monitor deployment health, support performance, and emerging operational risks.

• Escalate significant issues and risks to Command Center leadership as appropriate.

Incident Management & Escalation

• Manage the intake, triage, prioritization, and routing of deployment-related incidents and support requests.

• Coordinate resolution efforts across business, technology, vendor, and support teams.

• Facilitate escalation processes for high-priority incidents affecting deployment success or hotel operations.

• Monitor issue-resolution progress and ensure timely communication to stakeholders.

• Support resolution rooms and critical issue-management activities as needed.

Support Path Coordination

• Coordinate activities across Level 0, Level 1, Level 2, and Level 3 support organizations.

• Ensure support requests are routed appropriately and managed according to established support procedures.

• Work closely with Service Desk, business subject matter experts, technical teams, and third-party vendors to resolve deployment issues efficiently.

• Identify bottlenecks and improvement opportunities within support processes.

Stabilization & Hotel Support

• Support post-go-live stabilization efforts and monitor deployment support performance.

• Track support demand, ticket volumes, issue trends, and hotel feedback.

• Coordinate issue-resolution activities until stabilization objectives are achieved.

• Assist in transitioning hotels from deployment support to steady-state operational support teams.

• Monitor stabilization metrics and readiness for support transition.

Reporting & Communications

• Prepare operational reporting on deployment support activities, issue trends, and support performance.

• Provide regular updates to Command Center leadership and deployment stakeholders.

• Support executive reporting and operational briefings during deployment waves.

• Communicate key support risks, escalations, and resolution-status updates.

Continuous Improvement

• Participate in post-wave reviews and lessons-learned sessions.

• Analyze support metrics and recurring issue trends.

• Recommend improvements to deployment support processes, stabilization activities, and escalation procedures.

• Support implementation of process enhancements and operational best practices.

Leadership Responsibilities

• Provide day-to-day leadership for deployment support team members and support resources.

• Coach and mentor team members to improve operational effectiveness and service delivery.

• Foster collaboration across deployment, technology, business, and support teams.

• Assist with onboarding, training, and readiness activities for deployment support personnel.

• Promote a culture of customer focus, accountability, collaboration, and continuous improvement.

Qualifications

Required Experience

• Five or more years of experience in deployment operations, Command Center operations, support management, IT operations, hospitality technology, or large-scale transformation programs.

• Experience coordinating incident management, escalations, and operational support activities.

• Demonstrated ability to manage multiple priorities in fast-paced operational environments.

• Strong stakeholder-management, communication, and organizational skills.

• Experience working with cross-functional teams and complex business processes.

Preferred Experience

• Hospitality industry experience.

• Knowledge of hotel operations and enterprise lodging systems.

• Experience supporting PMS, CRS, Revenue Management, Loyalty, Commercial, or enterprise technology deployments.

• Familiarity with ServiceNow, Microsoft 365, Power BI, Jira, Smartsheet, Monday.com, and deployment support tools.

Core Competencies

• Deployment support and operational readiness

• Command Center coordination

• Incident triage, escalation, and resolution management

• Stakeholder communication and cross-functional collaboration

• Planning, prioritization, and disciplined execution

• Analytical thinking and continuous improvement

• Customer focus and composure under pressure