IT Applications & Governance Lead

We are seeking a dynamic IT Applications & Governance Lead to oversee and support a wide range of business application initiatives across multiple hospitality and leisure properties.

Working closely with the Infrastructure Specialist and under the direction of the Assistant IT Manager
, this role focuses on project delivery, vendor coordination, and application lifecycle management
, from RFP development through rollout and transition to managed operations
.

The ideal candidate will possess a strong understanding of enterprise applications, integrations, and governance
, ensuring that business solutions are designed, delivered, and maintained in alignment with the organization’s digital roadmap, security standards, and operational objectives
.

Job Dimensions

• Direct Reports: None
• Total Reports: None

Key Responsibilities & Performance Standards
1. Application Project Support

• Provide application-level expertise for initiatives including:
• Loyalty platform rebranding and digital transformation
• Customer experience platforms and CRM migration
• Fitness and customer journey reimagining initiatives
• Support creation and review of RFPs, business requirements, and functional specifications
  .
• Participate in solution design, custom development oversight,
  UAT
  , troubleshooting, and go-live activities.
• Coordinate with internal IT teams, business stakeholders, and vendors throughout discovery, implementation, and post-go-live transition.
• Ensure alignment between application designs and infrastructure capabilities.
• Support training, change management, and user adoption initiatives.
• Oversee deliverables from application vendors, system integrators, and managed service providers.
• Ensure quality, compliance, and adherence to SLAs.
• Track application performance, upgrades, and release management.
• Validate and document system configurations, integrations, and dependencies.
• Work with business process owners to ensure applications meet functional and operational requirements.
• Collaborate with Enterprise Architects and IT leadership to ensure governance, security, and integration standards.
• Contribute to digital innovation initiatives and continuous improvement of user experience and efficiency.
• Maintain documentation of application inventory, dependencies, and data flows.

4. IT Governance & Compliance

• Implement and maintain IT governance frameworks, standards, and policies.
• Coordinate IT audits, risk assessments, and compliance reviews.
• Monitor adherence to change management, backup, and data retention policies.
• Support KPI reporting, compliance dashboards, and periodic access audits in coordination with audit and security teams.

Communications & Working Relationships Internal

• Application & Development Teams
• Project Managers and Business Units
• Operations and F&B Teams
• Cybersecurity and Compliance Teams

External

• Managed Service Providers
• System Integrators
• Technology Vendors
• Consultants and Partner Organizations

Selection Criteria

A. Qualifications & Experience

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, or related field.
• 6–10 years of experience in IT applications within enterprise or multi-system environments.
• Experience supporting applications in hospitality, leisure, or retail sectors (POS, CRM, ERP, Loyalty).
• Strong understanding of system integrations, APIs, databases, and application lifecycle management
  .
• Experience working in multi-vendor and managed services environments
  .
• Proven involvement in governance, architecture, or service delivery oversight.
• Strong communication, vendor management, and analytical skills.
• Exposure to finance, HR, CRM, POS, loyalty, and customer engagement platforms.
• Familiarity with ITIL, Agile, or Waterfall methodologies.
• Certifications in application platforms, ITIL, or PMP (preferred but not mandatory).
• Strong knowledge of enterprise and business applications (POS, CRM, ERP, Loyalty, Customer Platforms).
• Expertise in integrations, middleware, APIs, and data flows.
• Ability to translate business requirements into clear application solutions.
• Strong troubleshooting and structured problem-solving skills.
• Excellent stakeholder management and documentation abilities.
• Highly organized, proactive, and capable of managing multiple projects independently.
• Ability to review and challenge vendor proposals constructively.

C. Tools & Technologies

• Applications: POS, CRM, ERP, Loyalty, Customer Management Systems
• Databases & Reporting: SQL-based databases, Power BI or equivalent
• Cloud Platforms: Microsoft Azure, AWS, or equivalent
• Security & Governance: RBAC, SSO, COBIT, ISO 27001, ITIL
• Project Tools: Jira, Microsoft Teams, Confluence

Seniority Level

Associate

Employment Type

Full-time

Job Function

Information Technology and Administrative

Industries

Hospitality, Hotels and Motels, and Restaurants

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