Hard Rock International

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VP, IT Operations

VP, IT Operations

Job ID 
2017-3425
# of Openings 
1
Job Locations 
US-FL-HOLLYWOOD
Department 
Information Technology

More information about this job

Overview

The VP of IT Operations role is to plan, coordinate, direct, and design   operational activities for the IT department, this includes providing service and support for critical business systems. The VP IT Operations will measure and drive measurable operational improvements in systems throughout the enterprise. This individual will collaborate with the IT Leadership Team, Business Unit Leaders (decision makers), and partners to identify, implement, and deliver and cost-effective solutions to increase the operational effectiveness and availability of enterprise systems.  The goal is to maximize the successful support of all IT solutions with a strong focus on uptime, maintenance, and customer service in a 24x7 high demand environment. Develop and manage IT Operations service level agreements for the user community within the organization through a robust and efficient Service Desk and providing technical Field Services for the business operations.  The VP of IT Operations will oversee and lead all IT Operations support activities for Seminole Gaming and Hard Rock International as part of the support services team.

Responsibilities

General Management

  • Understanding of the goals of the company and needs of the business owners
  • Support business goals and needs through the support of existing application, systems, devices and solutions
  • Identify opportunities for improvements and additional technology solutions
  • Participate in tactical and strategic planning for IT
  • Provide IT Leadership to develop, lead and implement the IT support services roadmap strategy, planning, communication and execution
  • Define key business operational IT challenges and needs across all disciplines and create effective, efficient solutions
  • Consistently evaluates and improves IT support efforts. Build and develop support teams, with a strong vision for the future
  • Directs, manages, coaches and mentor team members
  • Hires, trains, develops and appraises staff effectively. Takes corrective action as necessary on a timely basis and in accordance with company policy
  • Creates a strategic IT operational and support plan, manage budgets and control expenses effectively
  • Develop business case justifications and cost/benefit analyses for IT spending and initiatives
  • Establishes a comprehensive communications program that includes both formal and informal meetings, correspondence, and discussions with their respective businesses

 

Operations Management

  • Lead IT role overseeing the 24x7 IT Operations and Service Desk.
  • Establish, manage and operate an IT Service Desk that provide services including incident management, issue escalation, service requests, change management, and manage the IT ticketing management and tracking system
  • Establish an escalation procedure where monitored incidents are quickly reviewed and escalated to the appropriate SME’s (subject matter experts) that may include central Corporate team
  • Operations monitoring includes performance and capacity planning, dashboard reporting, diagnostics and remediation.
  • Provide daily and periodic operational reporting as required by company and regulatory policies
  • Ensure compliance with all operational and regulatory policies and guidelines
  • Oversee and create technical support teams as needed
  • Partners closely with the IT Development, IT Applications and IT Security teams to align objectives, programs and KPIs to meet IT Operational goals
  • Develop, implement, and manage written standard operating procedures for day-to-day IT operations
  • Oversees the preparation and maintenance of technical specifications and related documentation to secure procedures and prevent system failure.
  • Ensures hardware and software is maintained and data is secured through documentation and monitoring of all systems and equipment
  • Responsible for the coordination and roadmap for all system changes with a lead role in the IT change management process
  • Partake and facilitate consultation with stakeholders to define business and systems requirements for new technology implementations.
  • Lead and assists in the evaluation of third party and vendor provided software solutions for IT Operations
  • Direct execution of an enterprise-wide disaster recovery and business continuity plan
  • Ensure continuous delivery of IT services through oversight of service level agreements with end users and monitoring of IT systems performance
  • Keeps up-to-date on information and technology solutions within the various industries to insure the highest levels of support to our business customers

 

Field Services

  • Provide operational support and services to company cafes, hotels and casinos
  • Provide technical field services through deployment of field services technicians and specialists
  • IT Services includes procurement, setup, deployment, implementation, support and RMA of technology components
  • IT components would comprise of desktops, laptops, POS terminals and peripherals, printers, routers, network and other regional equipment

Qualifications

Knowledge & Experience

  • Bachelors or Higher degree in Information Management, Computer Science, or related fields required or an equivalent combination of education and experience.
  • 12+ years’ experience managing and/or directing an IT operation.
  • 10+ years’ experience working in the Hospitality and Gaming industry.
  • Having qualifications such as a MCSE, Help Desk Institute HDM, and or experience with the Information Technology Infrastructure Library ITIL are pluses.
  • Experience in strategic planning and execution.
  • Considerable knowledge of business theory, business processes, management, budgeting, and business office operations.
  • Substantial exposure to data processing, hardware platforms, enterprise software applications, and outsourced systems, including Gaming specific systems.
  • Good understanding of computer systems characteristics, features, and integration capabilities.
  • Experience with systems design and development from business requirements analysis through to day-to-day management.
  • Proven experience in IT planning, organization, and development.
  • Excellent understanding of project management principles.
  • Superior understanding of the organization’s goals and objectives.
  • Demonstrated ability to apply IT in solving business problems.
  • In-depth knowledge of applicable laws and regulations as they relate to IT.
  • Strong understanding of human resource management principles, practices, and procedures.
  • Strong Financial exposure and understanding of budgeting, accounting and procurement procedures.
  • Strong creative, leadership, and critical thinking skills

 

Personal Attributes

  • Proven leadership ability.
  • Ability to set and manage priorities judiciously.
  • Excellent written and oral communication skills.
  • Excellent interpersonal skills.
  • Strong negotiating skills.
  • Ability to present ideas in business-friendly and user-friendly language.
  • Exceptionally self-motivated and directed.
  • Keen attention to detail.
  • Superior analytical, evaluative, and problem-solving abilities.
  • Exceptional service orientation.
  • Ability to motivate in a team-oriented, collaborative environment.

Work Conditions

  • On-call availability for 24x7 per Hospitality and Gaming industry.

 

Employment Preference:

The Tribal Council gives preference in all of its employment practices to Native Americans. First preference in hiring, training, promoting and in all other aspects of employment is given to members of the Seminole Tribe who meet the job requirements.  Second preference is given to other members of federally recognized Native American Tribes who meet the job requirements.