This position is the Company's primary operational contact with the managed services provider.The incumbent ensures that all SLAs meet expectations per contracted services and that services are delivered to meet these established expectations. This position will work directly with the managed service provider's designated leaders, specifically the Service Tower Leads aligned to IT cross-discipline technical engineering, design and architectural functions, to ensure all data is up-to-date, architectural designs are sustainable, supportable, reliable and can be operational and tactically managed to preserve the operational integrity of the computing environment of MGM Resorts International.
ESSENTIAL FUNCTIONS AND TASKS:
Drive accountability of the managed services providers IT functional towers.
Collaborate with the managed services provider to develop agreed upon SLAs and metrics.
Monitor performance on SLAs through regular review and follow up on metrics.
Ensure operational service gaps are corrected in a timely manner, acceptable to the business.
Demand that resources, capabilities and capacity are available to meet the expectations of MGM Resorts International in accordance with contracted services.
Schedule and chair weekly task force meetings and monthly strategic meetings between the appropriate members of the managed services provider and MGM Resorts International.
Prepare and communicate regular status reports regarding the performance of the managed services provider to the designated senior management members of MGM Resorts International.
Ensure and monitor that processes are in place to pro-actively protect consistent service quality to MGM Resorts International through acceptable change control and service procedures in line with agreed upon process and standards.
Ensure that managed services provider is providing expert problem management support including root cause analysis with corrective action plans.
At least 10 years technology experience.
Prior leadership and operational experience.
Prior vendor management experience.
Prior project management experience.
Strong communication skills throughout all level of the organization, from senior leadership to front line.
Strong presentation skills; ability to lead meetings and hold others accountable.
Strong operational service delivery expertise.
Strong organizational and project skills.
Excellent customer service skills.
Able to lead and mentor a team.
Have interpersonal skills to deal effectively with all business contacts.
Professional appearance and demeanor.
Work varied shifts, including weekends and holidays.
High school diploma or equivalent.
Able to effectively communicate in English, in both written and oral forms.
Bachelor’s degree in computer science, management information systems, business administration or a related field.
Previous experience working in a similar resort setting.
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