Technology Experience and Delivery Manager

SCOPE AND PURPOSE:

The Technology Experience and Delivery Manager helps Belmond make well-informed technology investment decisions and deliver approved initiatives with discipline, transparency and measurable value. The role owns the day-to-day operation and improvement of the portfolio governance process, provides trusted portfolio insight and directly manages assigned projects from discovery through transition to business as usual.

Technology demand is assessed against business value, strategic alignment, guest and colleague experience, operational impact, risk, architecture, security, data, responsible AI, cost and capacity. The role combines portfolio governance, hands-on delivery and continuous discovery to prioritise the right opportunities and achieve clear, measurable outcomes.

Continuous discovery brings together colleague and guest insight, operational data, technology performance and leadership priorities to identify friction, understand root causes and translate the strongest opportunities into practical roadmaps and delivery plans.

MAIN DUTIES AND RESPONSIBILITIES:

Technology portfolio governance and process ownership

• Own and continuously improve the end-to-end portfolio governance lifecycle, including criteria, decision rights, governance, SLAs, evidence, status definitions and audit trails.

• Monitor cycle time, ageing, hand-offs, rework and stalled requests; resolve or escalate blockers and keep requestors and decision-makers informed.

• Ensure requests, including AI-related demand, receive proportionate assessment of value, capacity, data, privacy, security, responsible AI, architecture, change and operational ownership.

• Coordinate governance decisions so outcomes, rationale, owners and next actions are clear and recorded.

Executive portfolio KPI’s, dashboards and insight

• Create a trusted executive view of technology demand, delivery health, risk, dependencies, financial position, benefits, workload and capacity.

• Maintain clear KPI definitions, owners, sources, refresh cycles and thresholds; improve data quality and automate reporting where practical.

• Provide concise, forward-looking portfolio insight, highlighting decisions, trade-offs, constraints, material risks and recommended sequencing.

Workload, capacity and planning

• Maintain a demand and capacity model covering approved work, pipeline demand, operational commitments, skills and supplier constraints.

• Support annual and quarterly planning through scenarios that show cost, timing, risk, benefit and resource impacts.

• Recommend realistic trade-offs and ensure initiatives are not mobilised without clear sponsorship, ownership, evidence and resources.

Technology experience and continuous discovery

• Use interviews, workshops, observation and data to understand where technology and processes create friction for hotel and corporate colleagues.

• Combine colleague and guest feedback, operational insight, support demand and performance data to identify root causes and prioritised improvement opportunities.

• Translate insight into experience requirements, roadmaps and measurable outcomes that improve adoption, workflow, self-service and operational performance.

Project and programme delivery

• Directly manage assigned technology projects and programmes from initiation through implementation, adoption, transition and benefits review.

• Own plans, budgets, milestones, dependencies, decisions, resources, governance cadence, stakeholder communications and timely escalation.

• Coordinate cross-functional teams and suppliers; support business cases, options analysis and procurement activity where required.

• Ensure solutions are supportable, documented and transitioned to accountable owners, with lessons learned feeding future standards and planning.

Change, adoption and realisation

• Define outcome measures, baselines, benefits owners and review points before delivery begins.

• Develop proportionate communication, training, readiness and adoption plans with business owners.

• Monitor adoption and realised value after launch, taking corrective action where outcomes are not emerging.

Requirements

You will have:

• Strong experience in technology portfolio, PMO, demand management and project or programme delivery

• Practical experience improving intake, prioritisation, governance, stage gates, SLAs and management controls.

• Strong portfolio analytics, executive reporting, data-quality, capacity-planning, business-case and senior facilitation capability.

• Working knowledge of AI governance, data, privacy, cyber security, architecture and responsible innovation.

• Genuine interest in Green IT and willingness to undertake training and apply best practices supporting LVMH LIFE360.

• Hospitality, luxury, travel, retail or other service-led experience, relevant qualifications, and Power BI or equivalent reporting experience are desirable.

We are looking for someone who is:

• Commercially aware and evidence-led, able to balance speed, control, experience and value.

• Excellent facilitation, stakeholder management and executive communication skills.

• Highly organised, analytical and comfortable moving between strategic planning and detailed delivery.

• Collaborative and pragmatic, with the confidence to challenge assumptions and surface risks early.

• A role model for integrity, confidentiality, continuous improvement and Belmond’s behaviours.

Benefits

At Belmond, we pride ourselves on fostering a culture built on kindness, active listening, and genuine connections with our colleagues and guests. We offer a comprehensive range of compensation, perks and benefits including:

• Complimentary and preferred rate experiences at our iconic destinations

• Private medical insurance and dental plans

• Group pension plan

• 25 days of annual leave (excludes UK bank holidays)

• Lifestyle and employee assistance programs

• Onsite gym facilities