Job Title

Job TitleIT Manager (Hotel Pre-Opening) – 5-Star Luxury Property | ZambiaLocationZambia (on-site, full time) – Relocation requiredEmployment TypeFull-time | Pre-opening and operational roleProperty ContextA new 5-star luxury hotel in Zambia is currently in its finishing phase and preparing for opening. The IT Manager will lead the end-to-end technology set-up, integration, security, and operational readiness for Day 1 go-live, then transition into stable, high-service hotel IT operations.Position Summary:The IT Manager is responsible for planning, delivering, and operating all hotel technology systems to 5-star standards. This includes IT strategy and governance, integration of hospitality applications, OPERA PMS ecosystem readiness, network and cloud services, cybersecurity, guest-facing technologies, and Audio Visual (AV) systems. The role requires strong pre-opening experience, vendor management, and project leadership to ensure all systems are fully commissioned, tested, documented, and supportable at opening.Key Responsibilities1) Pre-Opening Technology Delivery & Readiness- Lead the IT pre-opening plan, timeline, and execution aligned with the overall hotel project plan. - Coordinate with Owner, Project Team, Consultants, Operator (if applicable), and Contractors to ensure infrastructure and systems are delivered to specification. - Oversee the design review, implementation, commissioning, and handover of all IT/ELV/AV-related systems. - Manage UAT, end-to-end testing, and cutover planning for go-live readiness, including contingency and rollback plans. - Ensure all systems are fully documented (as-built diagrams, SOPs, asset registers, warranties, licenses, configs, runbooks).2) IT Operations (Hotel 24/7 Environment)- Establish and maintain IT operations processes to support a 5-star guest and colleague experience (helpdesk, incident/problem management, change control). - Ensure high availability of all mission-critical systems including PMS, network, telephony, Wi-Fi, payment interfaces, and guest services platforms. - Implement SLAs and KPIs for service quality, system uptime, response time, and vendor performance.3) Hospitality Systems & Integrations- Own integration planning and execution across hotel platforms, ensuring data flows are stable and secure. - Responsible for: - OPERA PMS administration readiness and interfacing - IDS/Channel Manager connectivity and configuration - Interfaces and integrations with POS, payment, telephony, IPTV, door locks, Wi-Fi, guest apps, finance, HR systems (as applicable) - Partner with operational leaders (Front Office, F&B, Finance, Sales, Security) to ensure systems support operational workflows.4) IT Strategy, Governance & Vendor Management- Define and execute the hotel’s IT strategy aligned to brand standards and business goals. - Manage IT vendors, system integrators, service providers, and support contracts. - Ensure compliance with applicable hospitality technology standards and internal audit requirements. - Maintain technology roadmaps and lifecycle plans for hotel systems.5) Cybersecurity & Risk Management- Implement and maintain a robust cybersecurity posture: access control, endpoint protection, patching, vulnerability management, backups, and monitoring. - Ensure secure network segmentation for guest vs. back-of-house environments. - Enforce user account governance, least privilege, MFA (where applicable), and security awareness. - Coordinate incident response plans and ensure audit-ready documentation.6) Cloud Computing & Infrastructure- Manage cloud-based services and hybrid environments, ensuring resiliency and performance. - Oversee network architecture (LAN/WAN/Wi-Fi), server infrastructure (on-prem and/or cloud), and core services (directory, email, backup, monitoring). - Ensure bandwidth planning, redundancy, and performance standards suitable for luxury guest expectations.7) Audio Visual (AV) & Guest-Facing Technology- Lead deployment and support strategy for hotel AV systems including: - Meeting and event spaces (sound, projection/LED, control systems, conferencing) - Public area background music and digital signage (if applicable) - In-room guest technology ecosystem interfaces as required - Train relevant teams and ensure support processes are established for events operations.8) Budgeting & Cost Control- Build and manage IT budgets (pre-opening CapEx and operating OpEx). - Control costs through smart vendor negotiation, asset lifecycle management, and license optimization. - Provide clear forecasting and reporting to hotel leadership/ownership.9) Team Enablement & Training- Recruit, train, and supervise IT team members (if applicable) and ensure 24/7 coverage readiness. - Deliver colleague training on systems use, basic troubleshooting, and escalation workflows. - Develop SOPs and knowledge base documentation for operational sustainability.Required Skills & Experience- Minimum 10+ years’ experience in hospitality IT, including 5-star/luxury hotel environments. - Proven pre-opening experience for 5-star hotels (end-to-end delivery through go-live and stabilization). - Strong capability across: - IT Operations, service management, and hotel IT governance - IT Integration across hospitality applications and vendors - IT Strategy and technology roadmap development - Budgeting (CapEx/OpEx), procurement, vendor and contract management - OPERA PMS (knowledge of interfaces and operational readiness) - IDS connectivity (and related distribution interfaces) - Cloud Computing and hybrid environments - Cybersecurity (controls, policies, monitoring, incident response) - Audio Visual (AV) Systems for meetings/events and public areas - Project Management (planning, dependency management, risk/issue tracking) - Strong stakeholder management with hotel operations, ownership, and external integrators. - High service orientation suitable for luxury hospitality standards.Qualifications (Preferred)- Degree or diploma in IT, Computer Science, Information Systems, or related discipline. - Recognized certifications are advantageous (e.g., ITIL, PMP/PRINCE2, vendor/security certifications). - Experience working with hotel standards and compliance frameworks (brand or operator standards where applicable).Behavioral Competencies- Hands-on, delivery-focused leader who can operate in a fast-paced pre-opening environment. - Strong problem-solving, prioritization, and decision-making under pressure. - Excellent communication skills with both technical and non-technical stakeholders. - Discreet, ethical, and security-minded with a high standard for documentation and controls.Eligibility & Special Requirements- Willing to relocate to Zambia and work on-site full time. - Single status only (as per company accommodation/relocation policy). - Ability to work flexible hours, including evenings/weekends as required during pre-opening and go-live.