Technical Lead, Application Delivery & Strategy

Universal Orlando Resort believes in-person collaboration is key to our success. Many of our Team Members work in a hybrid capacity, contributing from the workplace a minimum of three days per week. There are also roles that require being on-site full time. Limited remote opportunities may be available within specific departments. You’ll learn more about this during the recruitment process. JOB SUMMARY: If you have opened a new hotel, park or small venue and have core technology skillsets, then this may be a great role for you. Our New Ventures technology team is seeking a talented technical Lead for Application Delivery & Strategy that is responsible for overseeing the development, implementation, and management of technology systems within a hospitality/parks venue, to support our New Ventures line of business. This role combines a deep understanding and hands on experience with both software and hardware solutions that streamline operations, enhance customer experience, and drive business efficiencies. The leader will be responsible for supporting the strategic planning, core development, and execution of the technology framework in a hospitality environment. This includes managing property management systems (PMS) configurations, customer reservation system (CRS), point-of-sale (POS) systems, networking infrastructure, and guest-facing technologies. The role requires a blend of someone that has had hands-on technical experience with field deployment and leadership capabilities managing across others, to ensure the seamless operation and integration of all technological systems in line with the company’s goals. MAJOR RESPONSIBILITIES: Technology Strategy Development: can create and implement a comprehensive technology roadmap to enhance operational efficiency and customer satisfaction with Architecture and other technology/business partners. Software Management: Oversee the deployment, configuration, and maintenance of hospitality software systems such as PMS, POS, CRM, booking platforms, and revenue management systems during and post project implementation. Hardware Oversight: Works with Networking partners to ensure that all hardware systems (servers, networks, security systems, IoT devices, etc.) are functioning optimally and are integrated with software solutions. Vendor Management: Liaise with third-party technology vendors for software licenses, hardware purchases, service agreements, and issue resolution. Assist with vendor selection and management including technical oversight of drafting SOW’s, RFP’s, vendor evaluation, budgeting, monitoring work progress from inception to implementation. System Integration: Lead efforts to integrate various systems (e.g., PMS with POS or CRM) to improve data flow, guest experience, and operational efficiencies. Team Leadership: Lead and mentor a team of IT professionals, including system administrators, developers, and support staff. Guest-Facing Technologies: Implement and manage guest-facing technologies such as mobile check-in, digital keys, smart room controls, Wi-Fi services, and loyalty apps. Cybersecurity: Works with Architecture, Information Security, Legal and other partners within the UDX umbrella to ensure robust cybersecurity measures are in place to protect sensitive guest and business data, and compliance with GDPR or other relevant data protection regulations. Troubleshooting and Support: Provide high-level troubleshooting and support for system issues, including after-hours on-call support when necessary. Develop and maintain a positive relationship with client groups, project management, and other team members, by employing effective communication skills and building strong working relationships. Understands and actively participates in Environmental, Health & Safety responsibilities by following established UO policy, procedures, training and team member involvement activities. Performs other duties as assigned. EDUCATION: Bachelor’s degree in information technology, Computer Science, Engineering, or a related field, required. or equivalent combination of education and experience. EXPERIENCE: 7+ years’ experience in Technology management within the hospitality industry and with multi-region deployment, including construction of new hotel or venue. Experience in Oracle Symphony, SAP Commerce, SAP ERPLite (basic), or SAP Customer Checkout. Experience in Hotel Information Systems, i.e., CRS (Central Reservation Systems), Property Management Systems, Facilities Management System, Parking. Experience with software and hardware management plus deployment of Point-of-Sale Systems for Merchandise/Food & Beverage. Prior experience leading software and hardware application delivery teams & 3rd party vendor projects, strategic planning and resource management, and implementation and delivery of large-scale applications. Proven successful experience in technical staffing selection and management for a wide range of IT solutions. Strong understanding of networking, servers, and hardware technologies. Experience with cloud services, SaaS applications, and cybersecurity best practices. Ability to lead cross-functional teams and work with multiple stakeholders. Excellent problem-solving skills and ability to remain calm under pressure. Strong communication skills, both written and verbal. Your talent, skills and experience will be rewarded with a competitive compensation package. Universal is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at Universal Orlando via-email, the Internet or in any form and/or method without a valid written Statement of Work in place for this position from Universal Orlando HR/Recruitment will be deemed the sole property of Universal Orlando. No fee will be paid in the event the candidate is hired by Universal Orlando as a result of the referral or through other means. Universal Orlando Resort. Here you can. Universal Orlando is an equal opportunity employer. Universal elements and all related indicia TM & © 2024 Universal Studios. All rights reserved. EOE