R

Rosewood Hotel Group

Global luxury hotel management and brands

Technology Experience Manager

System AdministrationConfirmed live in the last 24 hours
Full-timeBermudaNo salary listed

About the Job

Requirements

  • A bachelor's degree in Information Technology, Computer Science, or a closely related discipline, or an equivalent combination of formal education, recognized technical certifications, and substantial directly relevant experience.
  • At least five years of progressive professional IT experience across several relevant disciplines, including infrastructure, networks, systems, cybersecurity, cloud services, and end-user support.
  • At least three years in an IT Manager, Assistant IT Manager, Systems Manager, Infrastructure Manager, or closely comparable role, with direct responsibility for daily operations, prioritization, team or contractor coordination, and service outcomes.
  • At least two years supporting technology in a full-service hotel, resort, private club, or comparable 24-hour guest-facing or mission-critical environment where outages have an immediate service and commercial impact.
  • Demonstrated responsibility for integrated operational systems such as a property management system, point-of-sale platform, and associated interfaces, together with guest and colleague technology support.
  • A proven record of leading technology implementations or upgrades through planning, testing, cutover, training, and stabilization, with accountability for deadlines, budget, and business continuity.
  • Practical responsibility for cybersecurity controls, access management, patching, audit evidence, privacy requirements, and incident response in an organizational environment.
  • Experience managing technology suppliers and support agreements, evaluating performance, and controlling operational or project expenditure.
  • Knowledge of enterprise networking, wired and wireless connectivity, servers, endpoints, identity and access, backup and recovery, and system integration.
  • Knowledge of Microsoft Azure and/or Oracle Cloud Infrastructure, or comparable enterprise cloud services, including monitoring use, reliability, security, and cost.
  • Knowledge of cybersecurity frameworks and controls, including endpoint protection, filtering, patch management, vulnerability remediation, and secure access practices.
  • Knowledge of hotel property management and point-of-sale technologies, or demonstrably comparable integrated operational platforms.
  • Knowledge of structured incident, problem, and change management, technical documentation, and asset and license control.
  • Guest-centered judgment and a service mindset, with the ability to understand the operational and reputational impact of technology decisions.
  • Ability to communicate technical concepts, risks, and options to non-technical colleagues and senior leaders.
  • Ability to problem-solve calmly and systematically under pressure and remain engaged until service is restored and follow-up actions are complete.
  • Ability to organize and coordinate projects and manage competing priorities while maintaining attention to detail.
  • Credibility to influence across departments, challenge constructively, and build commitment to security, standards, and new ways of working.
  • Integrity, discretion, accountability, and a proactive approach to continuous improvement.
  • Flexibility to participate in on-call arrangements and planned maintenance, projects, and critical incidents outside standard business hours, including evenings and weekends.
  • Candidates considering relocation should be ready to commit to island living and the responsiveness required in a 24-hour resort environment.
  • Appointment is subject to satisfactory background checks and, where applicable, the necessary permission to work in Bermuda.

Responsibilities

  • Lead the daily IT operation, including monitoring, maintenance, incident response, troubleshooting, and escalation across the property technology environment.
  • Maintain reliable performance of business-critical systems and coordinate service restoration during outages, communicating with property leaders, users, vendors, and global technology partners.
  • Establish preventive maintenance, patching, backup, recovery, access, and change-control practices in line with company standards.
  • Monitor service levels and system performance, identify recurring issues, and drive improvements that strengthen operational continuity.
  • Manage and support the property management system, point-of-sale platforms, interfaces, and guest-facing technologies that enable hotel operations and service delivery.
  • Partner with Rooms, Food and Beverage, Finance, Sales, Engineering, Security, and other departments to integrate technology into operational processes.
  • Resolve technology issues affecting guests or colleagues with urgency, discretion, and awareness of service impact.
  • Identify and implement technology improvements that support personalization, efficiency, ease of use, and the guest experience.
  • Manage the property network, server, cloud, endpoint, and associated infrastructure environment, including solutions hosted on Microsoft Azure and Oracle Cloud Infrastructure where applicable.
  • Implement and maintain cybersecurity controls, including endpoint protection, antivirus, web filtering, patch management, access controls, and security monitoring.
  • Execute corporate security and privacy requirements, maintain compliance records, and support audit activity and remediation plans.
  • Deliver security and privacy awareness training and reinforce responsible technology practices across the resort.
  • Deliver property and corporate technology projects from planning through implementation, testing, handover, and post-implementation review, meeting scope, timing, budget, and quality requirements.
  • Manage technology vendors, service providers, and support agreements; monitor performance; coordinate site activity; and promptly escalate underperformance.
  • Support annual technology planning and budgeting, control operating and project expenditure, and provide business cases for necessary investment.
  • Maintain accurate records for assets, licenses, configurations, warranties, contracts, procedures, and system dependencies.
  • Supervise, coach, and develop IT support colleagues, setting priorities, service expectations, and accountability for follow-through.
  • Act as the principal bridge between technical and non-technical stakeholders, translating business needs into workable solutions and explaining technical risks in operational terms.
  • Create and maintain user guidance, technical documentation, and knowledge resources that support consistent service and operational continuity.
  • Provide practical training on new systems, technology changes, and security practices, working with property and global partners to support adoption.
  • Comply with company policies, standards, and procedures.
  • Protect confidential guest, colleague, commercial, and system information and maintain professional discretion.
  • Act as a company brand ambassador and contribute to an inclusive, collaborative, and service-focused culture.
  • Undertake other duties of a broadly comparable nature as operational needs require.

Desired Qualifications

  • Technology leadership experience within a luxury hotel or resort.
  • A current certification in cloud technology, cybersecurity, networking, IT service management, or project management, such as Microsoft Azure, Security+, CISSP Associate, ITIL, or PMP, or an equivalent credential.
  • Experience with automation or scripting and using data to improve system performance or operational decision-making.
  • Experience implementing technology standards within an international company or multi-property environment.
  • Oracle Hospitality products are a significant advantage.

About the Company

Rosewood Hotel Group

Global luxury hotel management and brands

Rosewood Hotel Group operates a global portfolio of luxury hospitality brands, including Rosewood (ultra-luxury), New World Hotels & Resorts (upper-upscale), Asaya (integrated wellness), and Carlyle & Co. (private members club). It manages about 60 properties across 26 countries, with more than 30 new properties in development. The company runs high-end hotels and wellness and private club experiences, delivering guest stays and curated programs that reflect local culture and place. Its approach centers on Relationship Hospitality—genuine, heartfelt interactions—and integrating the story and geography of each destination into its experiences, supported by a commitment to DEI and positive community impact. The goal is to create a future where people and places enrich one another, to make meaningful, lasting relationships with guests and destinations, and to expand its global footprint while honoring local culture and advancing positive impact.

Company size
5,001-10,000
Company stage
Not listed
Total funding
Not listed
Headquarters
Hong Kong
Founded
2016

Recently Posted Jobs

Explore more opportunities at Rosewood Hotel Group

See more jobs