IT Manager

Job Purpose

IT Operations and Infrastructure

• Oversee the daily operation and maintenance of IT infrastructure, including servers, networks, Wi-Fi, workstations, telephony, and related equipment.
• Ensure the continuous availability and reliability of systems supporting guest services and hotel operations.
• Monitor system performance, troubleshoot technical issues, and coordinate timely resolution to minimize disruption.
• Maintain IT asset inventories, software licenses, technical documentation, and preventive maintenance schedules.
• Ensure reliable connectivity and technology services across guest rooms, public areas, restaurants, meeting facilities, and back-of-house departments.

Hospitality Systems and Guest Experience

• Manage and support hotel systems, including Property Management Systems (PMS), Point of Sale (POS), payment systems, guest Wi-Fi, and other hospitality applications.
• Coordinate with Front Office, Food & Beverage, Finance, Reservations, and other departments to ensure technology meets operational requirements.
• Ensure that technology-related guest complaints are handled promptly, professionally, and with appropriate confidentiality.
• Coordinate system upgrades, integrations, and implementations with corporate IT and approved vendors.
• Support digital guest services and technology initiatives that enhance the luxury guest experience.

Cybersecurity and Data Protection

• Implement and monitor IT security controls in line with corporate policies and applicable Saudi regulations.
• Protect guest, employee, financial, and business information against unauthorized access, loss, or disclosure.
• Manage user access, permissions, endpoint protection, network security, and system updates.
• Ensure regular data backups and conduct periodic recovery tests.
• Coordinate the investigation and reporting of cybersecurity incidents and implement corrective actions.
• Promote information security awareness and compliance among hotel employees.

IT Service Delivery and User Support

• Oversee IT helpdesk services and ensure timely resolution of technical incidents and service requests.
• Establish clear processes for incident logging, prioritization, escalation, and follow-up.
• Provide responsive support to hotel management and operational departments, including during critical guest-facing incidents.
• Coordinate IT onboarding and offboarding requirements, including user accounts, system access, and equipment allocation or recovery.

Vendor, Budget, and Asset Management

• Manage relationships with IT vendors, software providers, telecommunications companies, and service contractors.
• Monitor vendor performance and ensure compliance with contractual obligations and agreed service levels.
• Prepare and monitor the IT budget in coordination with Finance and hotel management.
• Review technology procurement requirements and ensure purchases follow approved procurement procedures.
• Identify opportunities to optimize costs without compromising system reliability, security, or guest experience.

Business Continuity and Compliance

• Maintain IT business continuity and disaster recovery plans in coordination with hotel management and corporate IT.
• Conduct periodic tests of backup and recovery procedures.
• Maintain accurate IT records, system documentation, licenses, and audit evidence.
• Support internal and external IT audits and ensure timely completion of corrective actions.
• Ensure compliance with applicable regulations, company policies, and information security requirements.

Leadership and Stakeholder Management

• Supervise and develop IT team members, where applicable.
• Establish clear responsibilities, priorities, and performance expectations.
• Work collaboratively with department heads to identify operational technology requirements and resolve recurring issues.
• Coordinate with corporate IT on system standards, security requirements, projects, and technical support.
• Provide regular updates to hotel management on system performance, risks, incidents, and improvement initiatives.

Projects and Continuous Improvement

• Lead or coordinate technology implementations, system upgrades, and infrastructure improvement projects.
• Support hotel openings, renovations, and operational changes involving IT systems.
• Evaluate new technologies that can improve guest services, operational efficiency, and information security.
• Identify opportunities to automate processes and improve system integration and service delivery.

Qualifications and Experience

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field.
• Minimum of five years of relevant IT experience, preferably within luxury hotels or internationally branded hospitality properties.
• Previous experience in an IT management or supervisory position is preferred.
• Practical experience with hotel PMS, POS, payment systems, hotel networks, and hospitality applications.
• Strong knowledge of IT infrastructure, cybersecurity, data protection, and disaster recovery.
• Experience managing technology vendors, budgets, projects, and service-level agreements.
• Relevant professional certifications, such as ITIL, Microsoft, Cisco, or cybersecurity certifications, are an advantage.
• Strong technical knowledge and troubleshooting capabilities.
• Excellent leadership, communication, and stakeholder management skills.
• Strong service orientation and commitment to luxury hospitality standards.
• Ability to prioritize competing operational requirements and respond effectively to urgent incidents.
• Effective communication in English; Arabic is an advantage.