Job Description

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Rosewood Bermuda is seeking an experienced and hands-on Technology Experience Manager to lead the day-to-day technology operation of the resort. This role understands the direct impact that reliable, secure and intuitive technology has on both the guest journey and the effectiveness of every operating department.

This is a visible property-level leadership role with broad operational ownership. The successful candidate will keep business-critical systems available, secure and well supported; translate global technology standards into practical local solutions; lead technology projects and vendors; and ensure colleagues can use systems confidently. The role suits a technically credible manager who is comfortable moving between strategic priorities, hands-on troubleshooting and calm incident leadership in a 24-hour luxury resort environment.

Essential duties and responsibilities:

Technology operations and service continuity

• Lead the daily IT operation, including monitoring, maintenance, incident response, troubleshooting and escalation across the property technology environment.
• Maintain reliable performance of business-critical systems and coordinate service restoration during outages, communicating clearly with property leaders, users, vendors and global technology partners.
• Establish disciplined preventive maintenance, patching, backup, recovery, access and change-control practices in line with Rosewood standards.
• Monitor service levels and system performance, identify recurring issues and drive practical improvements that strengthen operational continuity.

Hospitality systems and guest technology

• Manage and support the property management system, point-of-sale platforms, interfaces and guest-facing technologies that enable hotel operations and service delivery.
• Partners with Rooms, Food and Beverage, Finance, Sales, Engineering, Security and other departments to ensure technology is integrated effectively into operational processes.
• Resolve technology issues that affect guests or colleagues with urgency, discretion and a clear understanding of the service impact.
• Identify and implement technology improvements that support personalization, efficiency, ease of use and an exceptional luxury guest experience.

Infrastructure cloud cybersecurity and privacy

• Manage the property network, server, cloud, endpoint and associated infrastructure environment, including solutions hosted on Microsoft Azure and Oracle Cloud Infrastructure where applicable.
• Implement and maintain cybersecurity controls including endpoint protection, antivirus, web filtering, patch management, access controls and security monitoring.
• Execute corporate security and privacy requirements, maintain accurate compliance records and support audit activity and remediation plans.
• Deliver security and privacy awareness training and reinforce responsible technology practices across the resort.

Projects vendors budgets and assets

• Deliver property and corporate technology projects from planning through implementation, testing, handover and post-implementation review, meeting agreed scope, timing, budget and quality requirements.
• Manage technology vendors, service providers and support agreements; monitor performance; coordinate site activity; and escalate underperformance promptly.
• Support annual technology planning and budgeting, control operating and project expenditure, and provide clear business cases for necessary investment.
• Maintain accurate records for assets, licenses, configurations, warranties, contracts, procedures and system dependencies.

Team leadership training and partnership

• Supervise, coach and develop IT support colleagues, setting clear priorities, service expectations and accountability for follow-through.
• Act as the principal bridge between technical and non-technical stakeholders, translating business needs into workable solutions and explaining technical risks in clear operational terms.
• Create and maintain user guidance, technical documentation and knowledge resources that support consistent service and operational continuity.
• Provide practical training on new systems, technology changes and security practices, working with property and global partners to support adoption.

Standard responsibilities

• Comply with Rosewood Hotels and Resorts and Rosewood Bermuda policies, standards and procedures.
• Protect confidential guests, colleagues, commercial and system information and maintain the highest standards of professional discretion.
• Act as a Rosewood brand ambassador and contribute positively to an inclusive, collaborative and service-focused culture.
• Undertake other duties of a broadly comparable nature as operational needs require.

Position requirements skills and knowledge

The following requirements reflect the breadth and operational risk of the role. Candidates should demonstrate them through specific employment history, project examples and technical accountability.

Essential experience and education

1. Education Bachelor's degree in Information Technology, Computer Science or a closely related discipline, or an equivalent combination of formal education, recognized technical certifications and substantial directly relevant experience.
2. Progressive experience A minimum of five years of progressive professional IT experience across several relevant disciplines, including infrastructure, networks, systems, cybersecurity, cloud services and end-user support.
3. Management accountability At least three years in an IT Manager, Assistant IT Manager, Systems Manager, Infrastructure Manager or closely comparable role, with direct responsibility for daily operations, prioritization, team or contractor coordination, and service outcomes.
4. Operational environment At least two years supporting technology in a full-service hotel, resort, private club or comparable 24-hour guest-facing or mission-critical environment where outages have an immediate service and commercial impact.
5. Hospitality platforms Demonstrated responsibility for integrated operational systems such as a property management system, point-of-sale platform and associated interfaces, together with guest and colleague technology support.
6. Project delivery A proven record of leading technology implementations or upgrades through planning, testing, cutover, training and stabilization, with accountability for deadlines, budget and business continuity.
7. Security and governance Practical responsibility for cybersecurity controls, access management, patching, audit evidence, privacy requirements and incident response in an organizational environment.
8. Vendor and financial management Experience managing technology suppliers and support agreements, evaluating performance and controlling operational or project expenditure.

Essential technical knowledge

• Enterprise networking wired and wireless connectivity, servers, endpoints, identity and access, backup and recovery, and system integration.
• Microsoft Azure and/or Oracle Cloud Infrastructure, or comparable enterprise cloud services, with the ability to monitor use, reliability, security and cost.
• Cybersecurity frameworks and controls, including endpoint protection, filtering, patch management, vulnerability remediation and secure access practices.
• Hotel property management and point-of-sale technologies, or demonstrably comparable integrated operational platforms; Oracle Hospitality products are a significant advantage.
• Structured incident, problem and change management, together with clear technical documentation and asset and license control.

Skills and competencies

• Guest-centered judgement and a strong service mindset, with the ability to understand the operational and reputational impact of technology decisions.
• Clear communication and the ability to translate technical concepts, risks and options for non-technical colleagues and senior leaders.
• Calm, structured problem-solving under pressure and the discipline to remain engaged until service is restored and follow-up actions are complete.
• Strong organization and project coordination, with the ability to manage competing priorities without losing attention to detail.
• Credibility to influence across departments, challenge constructively and build commitment to security, standards and new ways of working.
• Integrity, discretion, accountability and a proactive approach to continuous improvement.

Preferred qualifications and experience

• Technology leadership experience within a luxury hotel or resort.
• A current certification in cloud technology, cybersecurity, networking, IT service management or project management, such as Microsoft Azure, Security+, CISSP Associate, ITIL or PMP, or an equivalent credential.
• Experience with automation or scripting and with using data to improve system performance or operational decision-making.
• Experience implementing technology standards within an international company or multi-property environment.

Working conditions and location

• This is a full-time, on-property role based at Rosewood Bermuda and is not a remote position.
• The role participates in an on-call arrangement and requires flexibility for planned maintenance, projects and critical incidents outside standard business hours, including evenings and weekends.
• Candidates considering relocation should be ready to commit to island living and to the responsiveness required in a 24-hour resort environment.
• Occasional travel may be required for training, projects or collaboration with other Rosewood properties and global teams.
• Appointment is subject to satisfactory background checks and, where applicable, the necessary permission to work in Bermuda.

About Us

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A destination in itself, the recently renovated Rosewood Bermuda is the centerpiece of the prestigious community of Tucker’s Point Bermuda’s premier resort, golf club and residential community. Gracing 240 of the most beautiful coastal acres on the island, the award-winning tropical hideaway neighbors the estates of Tucker’s Town and offers breathtaking vistas of the ocean and sound. With just 88 rooms and suites, guests feel they are part of an elite club with exclusive access to the largest private pink-sand beach on Bermuda as well as the island’s finest amenities. They can golf like champions, sail the ocean blue, dive shipwrecks and colorful reefs, play a friendly game of tennis or “spa” to their heart’s delight within this well-appointed setting.