IT Manager

Join to apply for the IT Manager role at Mandarin Oriental
.

The Mandarin Oriental Hotel Group is the award‑winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world, with a strong development pipeline. Increasingly recognised for creating some of the world’s most sought‑after properties, the Group provides legendary service inspired by Asian heritage while representing the cutting‑edge of luxury experiences.

Mandarin Oriental Hyde Park is London’s most iconic address. It’s another world; a world of oriental luxury and the most attentive service. A world that’s all about our guests.

• Seniority level:
  Mid‑Senior level
• Employment type:
  
  Full‑time
• Job function:
  Information Technology
• Industry: Hospitality

• Deliver daily first‑line IT support to staff and second‑line support to hotel guests, including VIPs and event delegations.
• Monitor and maintain core IT infrastructure (servers, endpoints, network devices) ensuring continuous operation and adherence to SLAs.
• Maintain and troubleshoot hotel core applications (PMS, POS, VoIP, etc.).
• Manage hotel‑specific and corporate routine IT task lists, ensuring daily/weekly/monthly tasks are completed on schedule.
• Ensure implementation of brand and group IT standards (e.g., MOHG or brand‑specific frameworks).
• Escalate unresolved technical issues to third‑party vendors or corporate IT teams as needed.
• Configure and manage hotel telephony systems (IP Phones, call routing, voicemail systems).

• Oversee and plan for all IT‑related change requests, upgrades, and new feature rollouts.
• Act as technical project manager for hotel‑level and regional infrastructure projects.
• Coordinate deployments with minimal impact to guest services or staff operations.
• Ensure change management protocols are followed, including testing and rollback planning.

• Troubleshoot physical network issues and manage port‑level configurations.
• Coordinate and fulfil network setups for special events, conferences, and VIP guest needs.
• Work with external vendors and internal networking teams for escalations or performance tuning.
• Monitor system event alerts and remediate based on severity and business impact.

• Act as AV lead for hotel infrastructure.
• Provide technical support.
• Manage AV requests from delegation guests, ensuring a seamless and professional experience.

• Manage daily IT resource assignments across support, projects, and routine task execution.
• Coordinate IT duty rota to ensure 24x7 coverage, including on‑call escalation processes.
• Mentor junior IT team members and ensure knowledge transfer and documentation practices.

• Conduct system vulnerability management, applying security patches and tracking remediation.
• Administer and monitor endpoint protection tools (EDR, antivirus, device encryption).
• Follow up on system‑generated alerts, collaborating with corporate IT security where needed.
• Deliver information security awareness training to hotel staff and ensure adherence to group‑wide policies.
• Maintain accurate and auditable documentation for IT procedures, systems, and compliance checks (e.g., PCI DSS, GDPR).
• Lead IT security audit preparation and manage evidence collection.

• Reduced recurring network downtime by 80% by implementing proactive monitoring and hardware upgrades.
• Led the deployment of a fully redundant network and server infrastructure across multiple environments.
• Played a key role in passing multiple PCI DSS and internal IT audits with no critical findings.
• Successfully supported complex environments.

• Learning & Development – unique programmes for various career stages.
• MOstay – complimentary nights and attractive rates on rooms for you and your loved ones.
• Health & Colleague Wellness – a range of health benefits and wellness programmes globally.
• Retirement Plans – tailored depending on length of service and role.
• Access to discounts and deals with over 500 retailers, gym memberships, travel deals.
• 50% F&B & Spa discount on property.
• Specia…