Director - IT Service Delivery

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Date: Apr 24, 2019

Location: Las Vegas, Nevada, US

Company: Las Vegas Sands Corp.

Position Overview

The primary responsibility of the Director – Service Delivery – Corporate IT is to oversee a number of key functions within the Corporate Information Technology department that enable the delivery of a high-quality service to end users, and to ensure Service Support and Service Delivery processes are in place to meet business needs. This position is a stakeholder facing role, and requires the establishment and management of expectations within the business and to drive the Corporate IT team to achieve those expectations to the standards.

All duties are to be performed in accordance with departmental and Las Vegas Sands Corp.’s policies, practices, and procedures. 

Essential Duties & Responsibilities

  • Establish the operational standards for performance across all of the Las Vegas Sands properties
  • Proactively monitor processes and continually seek improvement opportunities
  • Create standardized processes for Incident Management, Problem Management, Request Fulfillment, Availability Management, Change Management and other service delivery processes
  • Provide clear and concise status updates for the agreed upon metrics to the appropriate stakeholders
  • Create metrics of operational performance and measure against the established metrics, identify potential improvements and operational enhancement projects
  • Manage the ServiceNow development team and the planned enhancements delivered through the ServiceNow platform
  • Monitor development/test environments and testing procedures and drive operational improvements as needed
  • Assign coverage for deployments and other critical events as needed
  • Establish incident reporting and team resolution/escalation processes
  • Establish and ensure SLA’s are met as required
  • Prioritize resources and projects in support of business value and corporate objectives for operational improvements
  • Identify and manage service delivery issues and risks throughout the life of the project, developing action and contingency plans as appropriate
  • Make recommendations regarding policies, standards and guidelines
  • Assist in the creation of IT standard operating procedures (SOP’s) for service delivery
  • Ensure compliance with business standards and procedures by analyzing and measuring against current processes
  • Effectively communicate and organize the change management process
  • Consistent and regular attendance is an essential function of this job
  • Performs other related duties as assigned

Company Standards of Conduct

All Las Vegas Sands Corp. Team Members are expected to conduct and carry themselves in a professional manner at all times. Team Members are required to observe the Company’s standards, work requirements and rules of conduct.

Minimum Qualifications

  • 21 years of age
  • Proof of authorization to work in the United States
  • Bachelor’s degree in Computer Information Technology, Computer Science or related business discipline, or equivalent business experience
  • Must be able to obtain and maintain a Nevada Gaming Control Board Registration and any other certification or license, as required by law or policy
  • 5 to 15 years of industry or equivalent technical experience with IT Service Management Solutions, including process design and implementation 
  • Ability to consistently meet deadlines, while managing multiple projects simultaneously
  • Experience managing ServiceNow development is preferred
  • Experience working with IT and Project Managers 
  • Advanced user with ITIL Disciplines, Service Management and Service Delivery
  • IT Operations experience leading teams of IT operators in the delivery of support and enhancement services
  • Must have a valid passport and be able to travel as needed
  • Strong interpersonal skills with the ability to communicate effectively with guests and other Team Members of different backgrounds and levels of experience
  • Strong attention to detail and problem solving skills
  • Ability to thrive in an environment of constant learning, and require the ability to think critically
  • Must be able to work varied shifts, including nights, weekends and holidays


Job Segment: Manager, Computer Science, Compliance, Change Management, Management, Technology, Legal

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