IHG Senior Specialist for hotel services in Burton on Tent, United Kingdom

Senior Specialist for hotel services

Job Number R149567

Hotel Brand: IHG Corporate

EMEAA - United Kingdom - Staffordshire - Burton on Tent



We are looking for a Senior Hotel Services Specialist to come on board and manage and drive improvement with SLA performance. Providing a regional SME technical support service to our EMEAA hotels, driving zero service outages for our hotel business. Its an exciting time to join IHG as we continue our journey of growth, we are looking for pioneers who can help shape the future of IHG by building relationships with key stakeholders both internally and externally

Key Responsibilities

  • Responsible for delivering an exceptional level of IT Support service to our hotels within the region, acting as the SME for regional support incidents.

  • Receiving and owning escalations from hotels, owners and other parts of IHG relating to IHG IT services and solutions that are in production across the EMEA region.

  • Ensuring that any incidents are resolved as quickly as possible.

  • Supporting the Global Service & Support function with regional expertise and technical knowledge, this role will be the ‘final stop’ from our customer point of view in ensuring our IT Services are restored.

  • Providing Early Life Support for newly deployed Services or Solutions.

  • Working with our suppliers ensuring they consistently deliver great service at or above contractual SLAs.

  • Driving improvements in customer satisfaction.

  • Providing a “follow the sun” IT Support model to ensure our hotels are supported 24/7.

  • Visiting regional hotels to provide desk side support when required.

  • Provide a Major Incident Management service.

What we are looking for

  • 3+ years’ experience of managing a fast-paced team within a function that operates 24/7

  • 2+ years’ experience of managing a team who are responsible for driving engagement and interaction.

  • 2+ years’ experience of Programme Management including prioritisation.

  • ITIL Foundation V3 Certification

  • Prince 2 Foundation Certification

Who are we

IHG is one of the biggest hotel companies in the world with a family of famous brands including InterContinental Hotels & Resorts, Holiday Inn, Holiday Inn Express and Crowne Plaza. All of our brands work together towards a goal to create Great Hotels Guests Love by providing True Hospitality for everyone. Why join IHG? People are at the heart of everything we do. Were dedicated to helping our people grow and achieve their full potential. We understand the importance of recognising, rewarding and developing our people. We are a diverse and inclusive employer; who celebrate difference. Were multiple award winners for employment: Top Employer 2018 winner for the fourth year running and AON Hewitts best employer accreditation. You’ll enjoy a competitive financial and benefits package which may include healthcare support and hotel room discounts. We also have a free gym on site, a subsidised restaurant and Starbucks. IHG is an equal opportunities employer. You must meet the legal requirements to apply for this job