Manager, Digital & Technology (Lodging Systems)

1-year Direct Contract.

Extension of contract is subjected to business needs and individual's performance.

About Us

The Ascott Limited (Ascott) is a leading global hospitality company with over 1,000 properties across more than 230 cities in over 40 countries. Our diverse portfolio spans serviced residences, hotels, resorts, social living spaces and branded residences under award-winning brands including Ascott, Citadines, lyf, Oakwood Premier, Oakwood, Somerset, The Crest Collection, The Unlimited Collection, Adoor Apartment, Adoor Suites, Fox, Harris, POP!, Preference, Quest, Vertu and Yello.

Part of CapitaLand Investment, one of Asia's leading real asset managers, Ascott is committed to delivering meaningful guest experiences while driving growth through innovation, brand excellence and customer-centricity.

The Opportunity

The candidate is responsible for the operational management, stability, support, and continuous improvement of Ascott's core hospitality technology platforms, including Property Management Systems (PMS), Central Reservation Systems (CRS), and related lodging applications.

As the key liaison between business users, regional IT teams, technology partners, and vendors, you will ensure the effective delivery of support services, system enhancements, governance standards, and operational excellence across our lodging technology ecosystem.

KEY RESPONSIBILITIES

Operational Management & Support

• Serve as the primary operational owner for assigned lodging systems, including PMS, CRS, distribution platforms, channel managers, and related applications.
• Manage incidents, service requests, escalations, and operational issues, ensuring timely resolution and adherence to service levels.
• Guide properties and regional teams on support processes, system standards, configuration requests, and best practices.
• Coordinate with vendors and internal stakeholders to resolve configuration, integration, data, and operational challenges.

Vendor & Service Management

• Monitor support queues, ticket aging, SLA performance, and recurring issues.
• Drive vendor accountability through performance reviews, escalation management, and follow-up on corrective actions.
• Coordinate system maintenance activities, upgrades, releases, and stakeholder communications.

Change & Continuous Improvement

• Evaluate operational enhancement requests, clarify business requirements, and coordinate review with relevant stakeholders.
• Participate in testing activities for fixes, releases, upgrades, and system enhancements.
• Analyse support trends, recurring incidents, and workflow bottlenecks to identify improvement opportunities.
• Support operational onboarding of new properties and technology transitions.

Governance & Documentation

• Maintain system standards, SOPs, user guides, knowledge articles, and operational documentation.
• Monitor critical integrations between lodging systems and connected platforms.
• Provide regular updates on system performance, service risks, vendor activities, and improvement initiatives.

REQUIREMENTS

• Degree or Diploma in Information Systems, Hospitality Technology, Computer Science, or a related discipline.
• Minimum 4 years of experience in hospitality technology, application support, hotel systems operations, or a similar technology environment.
• Hands-on experience supporting hospitality platforms such as PMS, CRS, channel management, distribution, or related lodging systems.
• Strong knowledge of incident management, operational support, system configurations, and vendor management.
• Experience monitoring service levels, support performance, and operational metrics.
• Good understanding of system integrations and structured data concepts such as APIs, JSON, and XML.
• Experience supporting testing activities, system releases, and enhancements.
• Strong analytical, problem-solving, and stakeholder management skills.
• Ability to work independently, manage competing priorities, and effectively communicate with business users, technology teams, and external vendors.