Cluster IT Manager

Nestled in the heart of Nairobi since 1904, Fairmont The Norfolk is one of the city’s most iconic landmarks, where timeless elegance meets modern luxury. Set within serene tropical gardens, the hotel features 125 beautifully appointed rooms and suites designed to offer exceptional comfort while preserving its rich heritage. Over the decades, it has welcomed distinguished guests, global leaders, and travelers seeking refined hospitality in a setting that reflects Nairobi’s vibrant history. With award-winning dining, a heated outdoor pool, wellness facilities, and curated local experiences, the hotel offers guests both relaxation and a gateway to explore the city’s culture and nearby attractions. Committed to sustainability and excellence, Fairmont The Norfolk continues to blend historic charm with contemporary sophistication, creating memorable experiences for generations of visitors.

Reporting to the Cluster Hotel Manager, responsibilities and essential job functions include but are not limited to the following:

• Responsible for operational IT management which includes relationship management with Hotel GMs, EXCOM, HODs and other business-critical users.
• Responsible for the proper business planning and budgeting of IT expenditures for the Hotels, as well as for compliance with the Accor IT policies and guidelines.
• Creating business cases for justification of investments and expenditures to support the approval process in regard to Information Technology.
• Responsible for a regular status report about the hotel's actual IT situation to the Cluster GM and to the VP IT / Cluster Hotel Manager.
• Initiates and manages IT projects and consults the Cluster GM on strategic IT matters concerning the Hotel.
• Ensures that the hotel works with Accor Hardware partners.
• Has a good relationship with Hardware Partners.
• Supports the Hotel in resolving Hardware issues through escalation of issues with Hardware partners.
• Considered as Hardware: Computers, Servers, Routers, Switches, Cables, PABX, Monitors, and Screens, Point of Sale devices, all relevant interfaces, UPS and related devices, and other active components.
• Ensures that all Accor IT Policies and Guidelines are being applied in the hotel.
• Ensures that only original and properly licensed application programs according to the IT management’s policy and requirements are running on the hotel’s systems and computers.
• Has a good relationship to the Software providers.
• Supports the hotel in resolving Software issues by escalating of issues to Software providers.
• Ensures that no user in the hotel has access to programs other than those needed to perform the job.
• He/she is in charge of providing and maintaining a training program matters IT (in coordination with the Learning & Development department) This is to enable the best possible knowledge, skill level, and use of systems by all employees in the Hotel.
• Responsible for compliance of the Hotel with Accor IT Security Policy and General Data Protection.
• Responsible for the backup of all relevant user-generated data, be it part of the general system or personal systems.
• He/she assures that there is always relevant backup policies are duly respected and the system reaches the highest level of security.

• Minimum 5 years’ experience in a similar role, preferably in a five-star hotel.
• Strategic thinker, results-driven, process-oriented, and attentive to details.
• Able to inspire and motivate a team, providing clear direction, development, and guidance to achieve revenue goals.
•  Positive influencer, strong communicator, and team collaborator.
• Strong listening skills and the ability to anticipate business needs.
• Able to build and develop relationships with the business partners, and intermediaries.
• Able to establish strong rapport with the key stakeholders to ensure there is alignment on the strategic direction of the hotels.
• Fluency in English.
• Strong decision-making skills, calm under pressure, and able to prioritize workflows.

Physical Aspects of Position (include but are not limited to):

• Frequent standing and walking throughout shift
• Occasional lifting and carrying up to 20 lbs
• Occasional kneeling, pushing, pulling, lifting