IT Manager

Mandarin Oriental Mayfair, London is looking for an IT Manager to join our IT team.

40 hours, 5 days per week (occasional weekend work required).

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 whilst representing the very cutting‑edge of luxury experiences.

Mandarin Oriental Mayfair, London is the newest jewel which has opened in the heart of Mayfair. It’s another world; an oasis of calm in the heart of the city, with the most attentive service. A world that’s all about our guests.

Based at the Mandarin Oriental Mayfair, London within the IT Department, the IT Manager is responsible for looking after the following strategic functions for the IT department.

• Leverage use of technology to enhance guest experience and business process;
• Manage crisis situations, which may involve complex technical hardware or software problems;
• Identify business issues, risks and efficiencies, coupled with making and implementing improvements to the company IT policy and procedures to enable a full understanding of the business which will ensure timely and appropriate decisions are made;
• Plan, develop and implement the IT budget, obtaining competitive prices from suppliers, where appropriate, to ensure cost effectiveness;
• Ensure that all legal requirements pertaining to software and software licenses are adhered to.

• Deliver daily first‑line IT support to colleagues 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 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 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.

• Manage daily IT resource assignments across support, projects, and routine task execution.
• Coordinate IT duty rota to ensure coverage, including on‑call escalation processes.
• Mentor junior IT team member 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 colleagues 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.

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