REQ14191 Manager, Service Delivery (Open)
Position Summary
The Manager, Service Delivery is responsible for the day to day IT Services Operations.
He / she has to be proactive, and should be able to prioritize service requests and establish a triage system for the IT Service Operations.
He / she should be able to improve consistency of service delivery will guarantee the success in this role.
He / she should be customer-focus oriented and measure of success is via customer satisfaction.
Primary Responsibilities
- Manages day-to-day operations of the IT Service Operations in a multi-property Casino Hotel resorts environment;
- Plans, prioritizes, assigns and directs IT support work;
- Addresses complains and resolves problems;
- Monitors adherence of service to committed OLA;
- Undertakes regular reviews of KPIs achievement;
- Monitors closely to ensure defined KPIs for the team are met & provide SLA reporting; Undertakes regular reviews of KPIs achievement;
- Provides daily & weekly IT service dashboard analysis reporting; provide recommendations and executes for improvements;
- Identifies systematic problems and/or recommend opportunities for improvement that will eliminate or reduce number of reported problems;
- Communicates and be the focal point for the dissemination of information from management to the team and vice versa;
- Remains involved in staff management, motivation and development to improve performance, reduce attrition, staff retain and their career advancement;
- Recommends and/or execute management policies to hire, transfer, suspend, layoff, recall, discharge, reassign or discipline employees.
Qualifications
Experience
- 5-10 years in managing relevant IT Service Operations experience;
- Experience in supporting multi-property Casino/Hotel Entertainment industry;
- Salary will commensurate with experience;
Education
- Bachelor's Degree in Information Technology or equivalent relevant qualifications;
- Has industry Certifications in and/or proven expertise in Microsoft Operating Systems;
- Preferred Certification: ITIL, MCSA, MCSE;
Skills / Competencies
- Possesses good technical understanding of PC and server platforms, including Windows Server, Active Directory, Exchange, and Windows desktop applications is essential;
- Has working knowledge in Microsoft SCCM, UNIX and/or SQL is a plus;
- Has good understanding of handling Casino and Hotel applications support;
- Understands LAN Networking;
- Possess strong leadership skills and have experience in 24x7 large operations support environment;
- Good communication, interpersonal skills, and the ability to establish strong working relationships at all levels with internal and external parties;
- Conversant in English;
- Good conflict resolution skills;
- Strong analytic skills;
