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. more

Key Responsibilities:

Managing the Online Payment Systems
Managing the company’s Online Payment Systems and providing the necessary support to guests and internal users.
Ensure the standard operating procedures (SOPs) for online payments are followed through.
Manage and update content, including structural changes on the direct online channels that include the Serena Hotels corporate website... and booking engines.
Manage the Search Engine Optimization of the corporate website.
Manage the Google Business listings of all Serena Africa properties.
Monitor the website analytics and provide the necessary business reports on website traffic, acquisition, and demographics.
Actively participating in reviewing digital marketing opportunities and new e-technology trends that could be implemented for the sake of the business.

Qualifications/Skills:

At least an Undergraduate Degree in Bachelor of Business Information Technology (BBIT), Information Technology (IT) or Computer Science.
A Certification/Diploma in Marketing or Digital Marketing will be an added advantage.
Proficiency in website maintenance with at least some knowledge in programming languages eg. Java, PHP and the use of web/internet applications will be an added advantage.
Proficiency in managing online payments and Fintech will be an added advantage.
Proficiency in Digital Marketing and its trends will be an added advantage.
At least 3 years’ experience in the Hospitality or related Industry. more