IT Manager, Information Technology

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

Are you a master of craft? Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become a fan of the exceptional. 

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 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.

Key Responsibilities:

General IT Management & Support

• 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).

Change Management & Projects

• 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.

Network & Systems Management

• 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.

 Audio Visual & Event Technology Support

• Act as AV lead for hotel infrastructure.

• Provide technical support.

• Manage AV requests from delegation guests, ensuring a seamless and professional experience.

 IT Team Management

• 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.

Cybersecurity & Compliance

• 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.

Achievements:

• 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

Our commitment to you:

• Learning & Development. Your success is our success. We craft unique learning and development programmes for various stages in your career so that you grow, continuously.
• MOstay. When you work as hard as our colleagues do, it’s important to take time off. As a member of the #MOfamily, you can stay with us wherever you go in the world. The MOstay programme offers complimentary nights and additionally attractive rates on rooms for you and your loved ones.

• Heath & Colleague Wellness. Finding the right work-life balance is important. Your wellbeing matters to us. A variety of health benefits and wellness programmes are offered to all our colleagues, globally.
• Retirement Plans. When you show commitment to us, we reciprocate. We offer different retirement plans depending on the length of your service and your role.
• Access to discounts and deals with over 500 popular high street retailers, including discounted gym memberships and travel deals
• 50% F&B & Spa discount on property
• Special MO discounted rate at Anytime Fitness gyms across the world (£30 per month or £300 per annum)
• Complimentary Westfield Healthcare cash plan, children added at no extra cost
• Colleague Experience Stay in-house with breakfast included upon completed probation
• Friends & Family hotel rate and Spa discount
• 1 paid Charity Day per year to dedicate to a charity of your choice
• Season ticket loan & cycle to work scheme
• £750 recruitment referral bonus
• Free meals on duty & uniform dry-cleaning services
• Increased holiday entitlement with Length of Service, up to 33 days off
• Subsidized podiatry sessions with our incredible Bastien pedicurists
• Free Life Insurance benefits whilst in service
• Company pension plan
• Access to Hospitality Action’s Employee Assistance Programme
• Employee Recognition Programmes
• Social, wellbeing, charity, and sporting events throughout the year

SUSTAINABILITY AT MANDARIN ORIENTAL HYDE PARK, LONDON.

Mandarin Oriental Hyde Park, London is a proudly certified Global Sustainable Tourism Council (GSTC) hotel. Corporate responsibility values are deeply ingrained in Mandarin Oriental’s culture, and sustainability implications are carefully considered with every decision across the Group, aligning our sustainable development efforts with the industry criteria set out by the GSTC.

We strive for a better future for the next generation. Protecting the environment, people and communities are the fundamental pillars to which we devote our efforts. We are very proud of the initiatives our colleagues have implemented to help us on the path to achieving our sustainability goals, such as single-use plastic elimination, ethical supply chain and procurement, community and colleague engagement, technology practices and waste reduction. We are committed to doing the right thing, every day.

DIVERSITY & INCLUSION.

We believe a diverse and inclusive culture is better for everyone. Bringing individuals together is essential to the long-term success of our people, our business and the societies and economies in which we operate.

All colleagues, regardless of ethnicity, gender, age, sexual orientation, disability, background or religion, should be treated fairly and with respect, should be given equal opportunities, and be valued for the contributions they make in their roles. No form of bullying, intimidation, discrimination or harassment of others will be tolerated. 

ELIGIBILITY TO WORK IN THE UK.

Please note, all candidates applying for this role must have obtained the right to work and live in the UK. Documented evidence of eligibility will be required from candidates as part of the recruitment process.

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