Manager, Service Delivery

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; Melco Resorts & Entertainment Limited (“Melco”) is a developer, owner and operator of casino gaming and entertainment casino resort facilities in Asia. Through the implementation of innovative products and services and by working hand-in-hand with globally renowned brands, Melco intends to offer the best entertainment experience that aims to appeal to a broad spectrum of customers and thereby become the leader of gaming industry in the region. In this endeavor, we have a number of projects currently underway or planned.

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