IT Business Services Manager

Reporting to the Director, IT Gaming & Hospitality, this the Manager, IT Business Services, is responsible for the overall IT Service Delivery to the assigned business verticals to ensure that we are supporting the enterprise for growth and stability. The primary role is development of the assigned team and general management of the teams’ projects, issues, and performance.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Ensures assigned IT systems operation adheres to applicable laws and regulations.
2. Devises and manages implementation, support and ongoing improvement for all systems within the functional area be it Gaming, Tribal Operations, or Hospitality.
3. Establishes team goals, objectives, and operating procedures. Plans, direct, coordinates and reviews the work of assigned team members; assigns work activities, projects, and programs; reviews and evaluates work products, methods, and procedures; ensures guest service; meets with team members to identify and resolve problems.
4. Directs development and execution of an enterprise-wide disaster recovery and business continuity plan.
5. Ensures assigned business unit(s) are delivering all agreed upon services, projects, and support.
6. Drive’s strong vendor management for all assigned vendors and supports the team in ensuring that they are getting the appropriate level of value, engagement, and support in line with SLA’s and statements of work.
7. Responsible for the planning, execution, and ongoing support of system installations, deployments, and upgrades.
8. Hires, motivates and develops direct team members in order to ensure they receive adequate guidance, resources, and development to accomplish established department and personal objectives.
9. Performs other duties as assigned to support the efficient operation of the department.

SUPERVISORY RESPONSIBILITIES

Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring and training employees; planning, assigning reviewing and directing work; evaluating and appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. Makes hiring decisions and designs individual development plans with succession planning in mind for all key roles.

 EDUCATION, EXPERIENCE AND QUALIFICATIONS

• Bachelor’s Degree in Computer Science, Business Administration or a related field is required.

• Minimum Four (4) years’ experience in Information Technology, required.

• Minimum three (3) years management experience, leading teams while delivering and supporting complex solutions in a high-volume enterprise, required.

• Experience in the Gaming Industry with either a Casino Operator or Gaming Vendor, preferred.

• Related, relevant, and/or direct experience may be considered in lieu of minimum educational requirements indicated above.

 

KNOWLEDGE, SKILLS AND ABILITIES (KSA)

• Extensive experience with Gaming and Hospitality Systems, including, but not limited to, Casino Management Systems, Point of Sale Systems, Property Management Systems, Promotional/Marketing Systems, and other industry-specific systems.

• Proven experience with business and technical requirements, analysis, elicitation, modeling, verification, and methodology development. 

• Experience overseeing the design, development, and implementation of software and hardware solutions, systems, or products. 

• Exceptional analytical and statistical skills with the ability to apply them to systems issues and products as required.

• Clear understanding of product management and market placement. 

• Understanding of application development and software development life cycle concepts. 

LICENSES, CERTIFICATIONS AND REGISTRATIONS

• At the discretion of the San Manuel Tribal Gaming Commission, you may be required to obtain and maintain a gaming license.

• Certifications such as Project Management Professional, ITIL, Business Analyst Professional and/or application-specific accreditations desirable when combined with relevant experience.

• No Driving Responsibilities: Role does not require a driver’s license or insurance.

PHYSICAL REQUIREMENTS/ WORKING CONDITIONS – ENVIRONMENT

The physical demands and working environment described here are representative of those that an employee encounters and must be met by an employee to