.**Role Purpose**The Ops Technology & Systems Manager is responsible for refining the technology and tools that our field teams leverage, providing excellent customer support, troubleshooting across multiple IHG Operations technology platforms. The role supports ops standards and best practices by working cross-functionally with other technology groups within IHG. This role will also be involved in exploring new technology platforms and solutions that could deliver efficiencies for the Ops field team. The role provides direction and support to the Ops field team by developing processes to allow them to be more efficient in the field and improve the technology for the Operations.**Key Accountabilities**Touchpoint Product Owner- Supports end users with Touchpoint and Quality Tracker issues- Provides reporting for leadership and field teams- Identifies and creates requirements and support user stories for development- Reviews trend data, metrics and presentations on customer support issues and makes recommendation on process improvements to the technology leadership team- Provides direction to team members on the development of support documentation (e.G. work aids, process descriptions, checklists, templates, and guides) to assist with process implementation, adoption, and sustained maintenance- Manages the deployment of new services globally to support all aspects of operations- Designs and provides field teams with support and targeted Touchpoint training- Involved in Touchpoint Incident Management and license reconciliation efforts Ensure Standard Operating Procedures (SOPs) for incident resolution Service Request fulfillment are created and embedded in the team- Acts as an escalation point for complex issues that can't be resolved through reliance upon defined knowledge article(s); and oversees the creation of newly defined knowledge articles after issues are resolved (published biweekly in Hotel Bulletin)Ops Technology Support- Collaborates on new IT programs with fellow technology teams to improve performance and field team satisfaction and to ensure infrastructure management activities are performed- Actively participates and coordinates team participation in industry groups to stay abreast trends and best practices, with the ability to translate them into recommended solutions.- Consults with stakeholders and leads work efforts regarding reviewing business implications of recommended customer support process improvements- Provides expertise to root cause analysis for customer support improvement opportunitiesSupport on key Operational initiatives and programs such as:- Ops Portfolio management- Ops Hotel Initiatives & Standards supportHotel Awards**Key Skills & Experiences**Education- Bachelor's or master's degree in a relevant field of work or an equivalent combination of education and work related experience. Hospitality experience is a plus