About the role

Support the pre-opening phase of Mandarin Oriental Hotel Group for Cortina d'Ampezzo, ensuring the full deployment and readiness of all IT systems prior to opening.
Oversee daily IT operations, providing first-line support to colleagues and second-line support to guests, ensuring seamless and timely resolution of technical issues.
Coordinate the installation, configuration, and testing of all hotel IT infrastructure, including servers, endpoints, network devices, and guest-facing technologies.
Ensure all systems are fully operational in line with opening timelines, brand standards, and guest experience expectations.

Ensure full alignment with Mandarin Oriental corporate IT standards, policies, and procedures, working in close coordination with the Cluster IT function across Lago di Como and Cortina.
Support the standardization of systems, cybersecurity protocols, and operational processes across the cluster.
Act as the key on-property IT contact for corporate teams, vendors, and ownership representatives.

Monitor, maintain, and optimize IT infrastructure, ensuring maximum uptime, performance, and SLA compliance, particularly during peak seasonal operations.
Manage and support core hospitality systems, including PMS, POS, VoIP, and back-office applications.
Oversee telephony systems, including IP telephony, call routing, and voicemail configuration.
Troubleshoot network connectivity issues and perform configuration adjustments to ensure stable and secure connectivity across the property.

Ensure IT readiness and resilience during high-demand winter and summer seasons, proactively identifying risks and implementing mitigation plans.
Support rapid ramp-up of systems and users at the beginning of each season, including onboarding of seasonal colleagues.
Guarantee minimal downtime and business continuity during periods of high occupancy and operational pressure.

Coordinate IT activities, including daily support, maintenance, and project work, ensuring appropriate prioritization.
Manage relationships with external vendors and service providers, ensuring service quality, responsiveness, and cost control.
Support the development of junior team members and promote a culture of accountability, service excellence, and continuous improvement.

Oversee IT projects, upgrades, and system implementations, ensuring minimal disruption to operations.
Manage change requests following corporate protocols, including testing, documentation, approvals, and rollback procedures.
Participate in pre-opening project planning, including budgeting, timelines, and resource allocation.

Ensure full compliance with Mandarin Oriental IT security standards, as well as local regulatory requirements (including GDPR and PCI DSS).
Monitor system security, manage endpoint protection solutions, and ensure timely patching and updates.
Collaborate with corporate IT security teams on incident management, audits, and remediation plans.
Deliver IT security awareness training to colleagues and ensure adherence to internal policies.

Proven experience in a similar IT leadership or supervisory role, ideally within luxury hospitality or complex operational environments.
Strong technical background in IT infrastructure, networking (LAN/WAN), and systems administration (Windows Server environments and virtualization).
Experience with hospitality systems (PMS, POS, VoIP) is highly desirable.
Familiarity with Audio Visual (AV) systems and event technology is a plus, particularly in a luxury resort context.
Demonstrated ability to operate effectively in pre-opening environments and/or seasonal operations.
Strong problem-solving skills and ability to manage multiple priorities under pressure.
Excellent interpersonal and communication skills, with a service-oriented mindset.
Fluency in English is required; Italian is strongly preferred.

IT Manager