FLEX Director, Global Deployment Support

Director, Global Deployment Support

This is a temporary position. Onsite 4-5 days in office.

The Director, Global Deployment Support will lead the development, activation, and execution of the support model for The Power of M transformation. The Power of M is a multi-year effort to transform Marriott's technology and business process ecosystem, evolving it to deliver on our vision to become the world's favorite travel company. The Business Transformation Office (BTO) has been established to enable and accelerate The Power of M through unique approaches to strategic planning, program management, change management, experience and business process design, continent coordination, and deployment. As part of the BTO and aligned with the Global Command Center, the Director, Global Deployment Support will partner with the Senior Director, Global Deployment Support to enable end-to-end visibility, resolution, and reporting of support issues during The Power of M deployments.

During deployment phases, the Director, Global Deployment Support will oversee Global Deployment Support operations with a focus on issue triage, resolution coordination, stakeholder updates, and real-time decision-making. The role includes 24 / 7 support coverage during cutover periods, ServiceNow incident operations, cross-functional collaboration with the Service Desk and MTOC teams, coordination with third-party vendor, issue triage teams, and proactive problem and knowledge management.

The Director will also play a key role in governance by defining SLAs (service level agreements) and accountability frameworks, managing support model KPIs, and maintaining visibility into deployment health for executive stakeholders.

Expected Contributions

• Design, implement, and manage the Global Deployment Support model for The Power of M deployment across workstreams, regions, phases, and waves through transition to Business as Usual, ensuring seamless support experiences.
• Oversee and manage holistic support team operations during deployment events, ensuring 24 / 7 coverage, shift handoffs, and stakeholder communication.
• Participate in after-hours on-call support as required.
• Define and manage support workflows, including escalation protocols across L1, L2, L3, and vendor provided support.
• Serve as an owner of ServiceNow for deployment-related support, overseeing incident workflows, categorization, escalation procedures, resolution tracking, and reporting and dashboarding.
• Lead and deliver ServiceNow training to support teams, business users, technology users, and vendor partners to ensure consistent and accurate usage of the platform.
• Own and maintain the Global Deployment Support Microsoft Teams site, ensuring clear, up-to-date reference documentation, training resources, deployment support materials, user access, and on-going user engagement.
• Develop and maintain the problem management approach, ensuring root cause analysis, categorization of recurring issues, and continuous improvement recommendations.
• Define and manage a knowledge management structure, including the buildout of a knowledge base and deployment of approved knowledge articles to accelerate resolution.
• Partner with the Service Desk team to ensure effective handoffs and incident routing.
• Partner with the MTOC team to ensure effective management of major enterprise incidents.
• Provide day-to-day oversight of third-party vendor support partners and issue triage teams, including monitoring performance, escalation response, and delivery against expectations.
• Define and maintain Service Level Agreements and accountability frameworks to ensure issue resolution timelines are met and ownership is clear.
• Monitor, analyze, and report on support model KPIs, surfacing trends and systemic risks to inform deployment strategy and improve future waves.
• Provide regular executive-level updates on issue volume, aging, top themes, and resolution health.
• Collaborate with the command center and cutover leadership to ensure support operations are fully aligned with the Run of Show team and integrated into deployment planning.
• Champion a continuous improvement mindset, identifying enhancements to tooling, workflows, reporting, and documentation that improve the associate and stakeholder experience.
• Performs other duties as needed.

Education and Experience

Management Competencies