Executive Director - Command Center Operations at Las Vegas Sands Corp

Dallas, Texas, United States

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Not SpecifiedCompensation

Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Hospitality, Gaming, EntertainmentIndustries

Requirements

Candidates must be at least 21 years of age and authorized to work in the United States. A Bachelor's degree in information technology, Computer Science, or a related field is preferred. ITIL Foundation certification is a plus, as are advanced ITIL certifications. A minimum of 10 years of demonstrated experience in IT Operations management, preferably within a Command Center or IT operations environment, is required. Experience with ITSM tools such as ServiceNow, Jira, or similar platforms is necessary. Strong understanding of the ITIL framework and ITSM best practices, excellent analytical and problem-solving skills, strong organizational and project management skills, and demonstrated experience in a fast-paced environment handling multiple tasks simultaneously are essential. Strong interpersonal skills for effective communication with diverse stakeholders are also required. Availability to work varied shifts including nights, weekends, and holidays is mandatory.

Responsibilities

The Executive Director - Command Center Operations will oversee and improve IT service management processes, including incident, problem, change, and service request management, ensuring efficient and effective IT service delivery. This role involves supervising an IT Operations team, maintaining vendor relationships, and ensuring adherence to ITSM policies and procedures. Responsibilities include developing and maintaining ITSM documentation, leading incident management to ensure timely resolution, conducting root cause analysis, managing a problem management database, and overseeing the change management process to minimize disruption. The position also involves managing the service request management process, monitoring key performance indicators, providing regular performance updates to senior management, identifying trends and areas for improvement, and staying current with ITSM industry best practices. Training and guidance will be provided to Command Center staff on ITSM processes and tools. Collaboration with Shift Managers to improve overall command center efficiency and with the VP to set command center strategy and direction is expected. Job duties must be performed safely and consistently as scheduled, with other related duties as assigned.