IT Manager

FIVE Hotels & Resorts; Dubai; On-site; AED 102,000 - 122,000; Full time

Job summary

FIVE Hotels & Resorts in Dubai seeks a senior IT leader to own and deliver global lifestyle technology services. You will manage IT infrastructure, servers, networks, security, and devices while driving guest satisfaction and operational profitability.

You will lead a skilled IT team, oversee service delivery, and collaborate with stakeholders to optimise applications, processes and security practices across flagship properties and digital platforms.

Qualifications

• A proven track record of 4–5 years in a Senior Management Information Technology role, in the Luxury Hospitality Industry.
• Extensive knowledge of IT infrastructure including servers, networks, telecommunications, security systems and peripherals.
• Excellent communication and interpersonal skills to engage guests, team members and stakeholders.
• Strong drive to improve customer satisfaction and profitability with industry-leading standards.
• Solid business acumen, analytical mindset, and ability to manage revenue and costs.

Responsibilities

• Own and deliver IT support and service delivery with disciplined focus on quality.
• Lead and inspire the FIVE Tribe, manage the team schedule, and ensure optimal coverage.
• Develop and implement technical training plans and governance processes.
• Proactively resolve faults, document incidents and requests, and drive continuous improvement.
• Collaborate with vendors and business users to optimise applications and automate processes.

Skills

IT Infrastructure

Servers

Networks

Telecommunications

Security systems

Peripheral devices

Communication

Customer satisfaction

Profitability

Business acumen

Analytical skills

Problem solving

Leadership

Time management

Team collaboration

Service delivery

Documentation

Vendor management

Tools

Support Desk Management System

Job description

Your Journey Starts Here.

This Isn't Just A Role - It's A Position Within A Global Lifestyle Powerhouse.

At The Group, you'll operate at the crossroads of culture, entertainment, and commercial ambition - contributing to an ecosystem that spans hospitality, entertainment, real estate, and beyond.

The Opportunity

A Platform for Those Who Deliver.

Whether you're in a frontline role, a specialist function, or a leadership position, every role presents an opportunity to make a meaningful impact.

Compensation

• A fixed monthly salary of AED 10,000 (All Inclusive) offered as part of this exciting career opportunity.

Roles and Responsibilities

You Take Ownership. You Deliver With Precision.

You approach your responsibilities with discipline, a clear understanding of what the business requires, and a consistent attention to quality - working collaboratively and focused, at all times, on delivering meaningful output.

• A proven track record of 4-5 years in a Senior Management Information Technology role, in the Luxury Hospitality Industry.
• Strong knowledge of Information Technology Infrastructure, including servers, networks, telecommunications, security systems, and peripheral devices.
• Excellent communication and interpersonal skills, leveraging strong verbal and written skills to engage effectively with Guests, FIVE Tribe Members, and stakeholders.
• Exceptional skills in Improving Customer Satisfaction and Driving Profitability, showcasing a commitment to Industry-Leading Standards.
• Strong business acumen and analytical skills, with the ability to drive revenue and manage costs effectively.
• Superior Problem-Solving Skills and the competence to Exceed Expectations in dynamic and competitive operational environments.
• Next-Level Organisational and Leadership skills, effectively leading and inspiring the FIVE Tribe to New Heights.
• Remarkable Time Management and Multi-Tasking skills to deliver a ‘FIVE-Star’ Experience, even under pressure.
• 'FIVE-Styled’ Visionary thinking by finding creative solutions, while taking Ownership for all duties and tasks assigned.
• Sensational Teamwork and Collaboration skills to work effectively within a group and across departments with Fellow ‘FIVERs.’
• A hands-on attitude, fuelled by a ‘Can-Do!’ Spirit.
• Prioritises and fulfils Guest Incidents and Requests in accordance with ‘FIVE-Styled’ service standards.
• Captures and documents both Guest and ‘FIVER’ Incidents and Requests, formally utilising the Support Desk Management System.
• Advocates for FIVE Hotels and Resorts' Online Support Process, encouraging FIVE Tribe Members to utilise the efficient online platform for reporting Incidents and Service Requests.
• Collaborates closely with business users to Optimise Applications, seeking ways to Enhance Usage and develop Automated Business Processes to elevate the hotel's service offerings.
• Shares Information Technology Knowledge and Industry Trends with fellow ‘FIVERs,’ fostering a Culture of Continuous Learning and Development.
• Manages and Communicates the Team Schedule, ensuring an efficient allocation of resources to guarantee Optimal Support Coverage at all times.
• Assists in the Recruitment and Onboarding of IT Support Specialists, contributing to the development of the Sensational FIVE Tribe.
• Conducts Performance Management Reviews in collaboration with the Assistant Director of IT, recognising and rewarding Exceptional Performance.
• Proactively Resolves Faults and Manages Service Delivery, meticulously recording Incidents, Service Requests, and Resolutions to maintain a seamless experience for Guests and ‘FIVERs’ alike.
• Carefully Monitors Systems, both behind the scenes and guest-facing, taking Remedial Measures to ensure uninterrupted service, while curating Trend Analysis Reports to address reoccurring issues and elevate performance.
• Keeps Abreast of the latest Technology Trends and Information Technology Services Concepts, ensuring the hotel remains at the forefront of innovation.
• Develops Technical Training Plans for the Team, identifying and addressing Skills Gaps to ensure a next-level Information Technology support experience.
• Upholds Information Technology Policies within the team, ensuring Peers and Colleagues Adhere to and Comprehend the policies, while periodically conducting Audits to ensure Compliance.
• Maintains Robust Governance and Change Management Protocols, ensuring meticulous Documentation and Approvals are obtained for all Information Technology-related activities.
• Champions vigilant Information Technology Security best practices, conducting Awareness Sessions with the user community to foster industry-leading security.
• Maintains an accurate Information Technology Inventory and Asset Repository, ensuring compliance with premium standards and policies.
• Deploys Information Technology Equipment and Software securely into the FIVE Hotels and Resorts network, adhering to Stringent Standards and meticulously Documenting Assets to maintain accurate inventory.
• Facilitates Vendor Management Initiatives, working closely with vendors to deliver boundary-breaking solutions on Time and within Budget.
• Project manages Information Technology Implementations, ensuring seamless integration and exceptional service delivery.
• Deputises in the absence of the Assistant Director of IT, representing ‘FIVE-Star’ standards at all levels of FIVE’s operations.

What Success Looks Like

Be Part of an Organisation That Recognises Delivery and Rewards Growth.

You’ll be part of a global, fast-growing business operating across some of the most distinctive destinations in the industry, working alongside a diverse, multicultural team united by shared standards, at a pace that supports real development and where consistent delivery is recognised across every function, brand, and territory.

You Connect

You recognize how your work affects the wider team, the guest, and the business, and you act accordingly.

You Represent the Brand

In every interaction, whether with a guest, a colleague, or a partner, you conduct yourself as a representative of the brand.

You Own It

You assume full responsibility for what falls within your remit, and you see it through to completion with minimal oversight.

You Deliver

Your work is accurate, timely, and consistently meets the standard expected, while understanding how it connects to the wider business, team output and commercial results.

You Grow

You receive feedback constructively, develop your capabilities with intent, and approach every challenge as an opportunity to improve.