Senior Manager, Service Delivery - 029839
Melco Resorts & Entertainment
- Company Industries：Hospitality / Catering
Job Information
- Post Date：2017-07-31
- Career Level：Senior
- Location：Not Specified
- Salary：Salary provided
- Employment Type：Full Time, Permanent
- Job Function：Support
Job Description
POSITION SUMMARY:
Responsible for the day to day IT service delivery, establish & achieve various KPI targets for IT Service operation performance measurement & customer satisfaction.
Assist director to create a long-term strategy for growth and maintenance of IT service delivery team and make budgetary recommendations to upper management.
PRIMARY RESPONSIBILITIES:
- Oversee the 24 x 7 IT service operation which consists of client device, gaming, non-gaming operation support & asset administration covering various gaming properties & corporate offices in both Hong Kong & Macau;
- To communicate and be the focal point for between key customer and IT teams to improve communication, service delivery and customer satisfaction;
- Manpower resources planning, alignment for operation efficiency;
- Define various KPIs for IT Service operation performance measurement, customer satisfaction & employment improvement;
- To review and analyse the business needs and define/adopt with implementation for operation improvement;
- Constantly identify & review potential threat / risk factors and ensure remediation actions are proposed & implemented;
- Review & adopt employee’s development plan to align with corporate directions & improve employee career advancements;
- Constantly review and improve IT processes with standardization & automation whenever possible;
- Prepare the weekly & monthly report to management with trending analysis, achievement and highlights of operation threat with proposed action;
- Group of SPOC for C-level escalation;
- Involved in staff management, motivation and development to improve performance, reduce attrition, staff retain and their career advancement;
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Min 10 years in managing relevant IT Service Operations experience with KPI & SLA establishment
- Experience in supporting large scale Casino/Hotel Entertainment Industry is an advantage
- Industry Certifications in and/or proven expertise in Microsoft Operating Systems
- Possess good technical understanding of PC and server platforms, including Windows Server, Active Directory, Exchange, and Windows desktop applications is essential
- Possess good understanding of handling Casino and Hotel applications support
- Understand Networking and cloud technology
Education
- Bachelor's Degree or equivalent relevant qualifications
- ITIL v3 certification is desirable
Skills / Competencies
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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 and Cantonese/Mandarin
- Strong analytic skills
- Good conflict resolution skills
To apply or for more information, please visit our website:
http://mycareer.melco-resorts.com/opportunities/
Suitable candidates will be invited for an interview within 4 weeks of their application. All information collected will be used for recruitment purposes only.
Company Info
Melco Resorts & Entertainment (NASDAQ: MLCO), a leading developer, owner and operator of casino gaming and entertainment resort facilities in Asia. The Company currently owns and operates City of Dreams, its flagship integrated resort and home to the world’s largest water extravaganza - The House of Dancing Water; Studio City, a cinematically-themed integrated resort; Altira Macau, a Forbes 5-star luxury hotel; and the Mocha Clubs, a series of lifestyle and entertainment clubs in Macau. In the Philippines, a subsidiary of the Company operates and manages City of Dreams Manila, an integrated resort in the Entertainment City complex in Manila.
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