Business Applications Support - Operations at Serena Hotels

Are you a dynamic, results oriented, self-driven IT Specialist with a passion for excellence, then you may be the person we are looking for.

Serena Hotels, a leading group of hotels with properties in Africa and Asia offering unparalleled experiences is looking for a Business Applications Support - Operations.

The Business Applications Support - Operations will be based at the Regional Support Centre in Nairobi, reporting tthe Group IT Manager. The incumbent will work with the regional IT Team in supporting and driving the implementation of IT systems, policies, standards and procedures across the Serena Hotels group in Africa.

The position will be responsible for the following key result areas:

Compliance:

• Drive the optimisation of ICT systems across the group tenhance operational efficiency and associates’ effectiveness on their roles.
• Support the regional team, tensure smooth operation of all ICT systems and network infrastructure.
• Implementation of the IT strategic plan in support of the Company’s business plans.
• Identify opportunities for the application of technology tassist the various departments achieve their objectives and work with the regional IT Team timplement the initiatives.
• Ensure the security and integrity of all IT systems and equipment at all times.
• Liaise on IT matters with the service providers and leverage the support contracts for timely and complete resolution of support tasks.
• Implement the company’s ICT policies and procedures.
• In liaison with the on-site IT team, develop and maintain a business recovery plan tensure timely and effective restoration of IT services in the event of a disaster.

Project Management:

• Working with the system owners and stakeholders, define business requirements of the need for a business system solution.
• Market research and due diligence for suitable systems that meet the needs of the business.
• Conduct due diligence on identified systems and POC tmatch the business requirements with the system functionality and capabilities.
• Prepare project costs and business case justification for management approval.
• Work with the approved vendor for effective implementation and post implementation support.
• Review completed projects tensure business requirements have been met.

Customer Service:

• Provide “hands on” support tinternal users on all Hardware and Software, directly and through close collaboration with the onsite IT teams.
• Manage hotel guests’ IT related needs.
• Work closely with management and associates on ICT requirements.

Cost Management:

• Identify the key expense drivers in the department and control departmental costs within approved budget targets.
• Negotiate service level agreements with vendors and monitor IT systems performance tassure service standards are consistently met.

Teamwork:

• Provide “hands on” leadership and mentoring tthe IT team.
• Provide effective training tinternal users of IT Systems.

Qualification, skills & experience:

• Bachelor of Science Degree in Computer Science or equivalent.
• Minimum of 5 years’ relevant experience in a hospitality organization, preferably as a team leader.
• Analytical skills tproactively identify and implement improvements.
• Detail-oriented with good leadership skills.
• Good communications skills, with customers, team and stakeholders.
• Network, Infrastructure, Hardware & Software troubleshooting experience.
• High standards of professionalism and integrity.
• Be in a position ttravel frequently across the region.