• Manage and grow relationships with Australian clients. • Serve as the trusted advisor and primary point of contact for assigned accounts. • Conduct regular client meetings, service reviews, and business planning sessions. • Understand client business objectives and technology requirements. • Ensure high levels of customer satisfaction and long-term client retention. • Identify opportunities to expand M2S services, including: IT Managed Services, Enterprise Integration, Celigo Implementation, IT Offshoring, Business Process Outsourcing (BPO), Cloud Services, Digital Transformation Projects, Application Support Services. • Prepare proposals, solution presentations, and commercial quotations while working closely with technical and delivery teams. • Coordinate with Australian and offshore delivery teams. • Monitor project progress and client satisfaction. • Manage risks, issues, and escalations. • Ensure delivery against agreed Service Level Agreements (SLAs). • Support the transition of projects into ongoing managed services. • Manage contract renewals and account growth. • Track account performance against revenue and profitability targets. • Identify upsell and cross-sell opportunities. • Support contract negotiations and commercial discussions.

• Own tier 1-2 support across hardware, software, SaaS apps, and remote connectivity, with a customer-service-first mindset • Execute employee lifecycle workflows (onboarding, offboarding, role changes) and improve assigned steps through automation and process refinement • Administer identity and access management: provisioning, SSO, group and role-based access across core systems • Maintain day-to-day device fleet health via MDM (device compliance, endpoint protection, patching, configuration) • Support SOC 2, ISO, and HIPAA compliance through evidence collection, access review prep, and control adherence • Work across our core tools - Okta (or similar), Jira, Notion, Linear - to triage, track, and resolve requests • Create and update operational documentation for owned workflows • Partner with People, Security, and Engineering on cross-functional projects

• Oversees all aspects of the Information Technology function, ensuring the smooth operation of the hotel’s computer systems, personal computers, and network infrastructure. • This role is responsible for maintaining IT systems across hotels within their region. • Addresses helpdesk tickets, manages technology installations and upgrades, and sustains the overall IT infrastructure. • Provides day-to-day support for property information technology, including PMS, POS, and other related systems, covering both hardware and software installation and upgrades. • Manages all IT during the onboarding and offboarding of properties. • Oversees contract management with third-party vendors for property IT systems. • Responsible for the inventory, maintenance, and documentation of all systems at the property level. • Maintains project work plans for implementing IT solutions at the property level. • Assists in IT-related education programs and training for staff members at the property. • Helps ensure compliance with PCI, PII, GDPR, and brand standards. • Maintains standard operating procedures and policies for information technology at the property level. • Implements ongoing process improvement initiatives. • Effectively handles complex situations or problems independently, without guidance or supervision.

• Support business users across Finance, Manufacturing, Procurement, Supply Chain, and Logistics modules as applicable. • Provide Level 2/Level 3 functional support for BAAN/Infor LN ERP applications. • Monitor application health, performance and availability to ensure business continuity. • Coordinate with infrastructure, database and vendors for issue resolution and system maintenance. • Support application enhancements, upgrades/patches, deployments and configuration changes. • Perform RCA and recommend preventive measures for recurring issues. • Maintain application support documentation, KBs and operational procedures. • Plan, coordinate and facilitate User Acceptance Testing (UAT) activities. • Work closely with business to define test scenarios, test data requirements and acceptance criteria. • Coordinate with business users and project or end-user teams for test execution. • Track defects, share findings, validate fixes, and support production readiness. • Act as Incident Controller during critical and high-priority (P1/P2) incidents. • Coordinate cross-functional technical teams to restore services within agreed SLAs. • Drive timely incident resolution and ensure communication with business stakeholders. • Conduct Root Cause Analysis (RCA) reviews and track corrective actions. • Support daily IT operational activities across multiple business functions. • Monitor service health and application performance.