Executive Director - Command Center Operations Join to apply for the Executive Director - Command Center Operations role at Las Vegas Sands Corp.

Position Overview The primary responsibility of the Executive Director - Command Center Operations is to oversee and improve IT service management processes within the Command Center. This role involves managing incidents, problem, change, and service request processes to ensure efficient and effective IT service delivery.

Essential Duties & Responsibilities

Supervise an IT Operations team and maintain vendor relationships, ensuring efficient use of technology, IT operational processes, data security, and compliance.

Oversee and improve ITSM processes including incident, problem, change, and service request management.

Ensure adherence to ITSM policies and procedures across the Command Center team.

Develop and maintain ITSM documentation, including process flows, policies, and procedures.

Lead the incident management process to ensure timely resolution of incidents and minimize impact on business operations.

Conduct root cause analysis for major incidents and implement corrective actions.

Maintain a problem management database and ensure known errors are documented and communicated to the Command Center team.

Manage the change management process to ensure that changes are logged, assessed, approved, and implemented with minimal disruption.

Coordinate with relevant stakeholders to evaluate the impact and risk of proposed changes.

Ensure that changes are documented and communicated to all relevant parties.

Oversee the service request management process to ensure timely and accurate fulfillment of service requests.

Monitor service request queues and ensure that requests are handled within agreed service levels.

Monitor and report on key performance indicators (KPIs) related to ITSM processes.

Provide regular updates and reports to senior management on the performance of ITSM processes.

Identify trends and areas for improvement based on performance data.

Stay up to date with industry best practices and trends in ITSM.

Provide training and guidance to Command Center staff on ITSM processes and tools.

Ensure that Command Center staff are aware of their roles and responsibilities within ITSM processes.

Work with Shift Managers to improve overall command center efficiency.

Work with VP to set Command Center strategy and direction.

Perform job duties in a safe manner.

Attend work as scheduled on a consistent and regular basis.

Perform other related duties as assigned.

Minimum Qualifications

At least 21 years of age.

Proof of authorization to work in the United States.

Bachelor’s degree in information technology, Computer Science, or a related field (preferred).

Must be able to obtain and maintain any certification or license, as required by law or policy.

ITIL Foundation certification is a plus.

Advanced ITIL certifications (e.g., ITIL Practitioner, ITIL Service Manager) are a plus.

10+ years demonstrated experience in IT Operations management, preferably within a Command Center or IT operations environment.

Experience with ITSM tools such as ServiceNow, Jira, or similar platforms.

Strong understanding of ITIL (Information Technology Infrastructure Library) framework and ITSM best practices.

Excellent analytical and problem-solving skills.

Strong organizational and project management skills.

Demonstrated experience working in a fast-paced environment and handling multiple tasks simultaneously.

Strong interpersonal skills with the ability to communicate effectively and interact appropriately with management, other Team Members and outside contacts of different backgrounds and levels of experience.

Must be available to work varied shifts including nights, weekends, and holidays, to ensure 24/7 coverage.

Provide off-hours support on an infrequent, but as needed basis during critical incidents. (Potential shifts may run 24/7 due to the need of the business.)

Ability to travel domestically and internationally.

Team Members are required to be on site within the IT Command Center.

Job Function

Management

Industries

Hospitality

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