Business Services Manager

Mohegan•Wilkes-Barre, PA

11h

About The Position

The Business Services Manager is responsible for all business IT functions within the organization, including Programming/Development, Application Services, IT Reporting/Analytics, and Project Management. The role directs a multifunctional staff, oversees the application portfolio and related design, maintenance, and support, and manages property development, programming, and IT reporting efforts. The manager supports the department PMO, budget management, strategic planning, staffing and training, application implementation and upgrades, and continuous improvement. The position also maintains escalation procedures and service-level responses, participates in Change Management, and supports collaboration across Mohegan properties. The role requires adherence to IT compliance policies, internal controls, Pennsylvania Gaming Control Board control specifications, and casino policies and procedures. It promotes superior guest service, may require 10–15% travel, and includes other related duties as assigned.

Requirements

Bachelor’s degree in Computer Science, Information Systems, Business, or a related field, or an associate degree in one of these fields and ten years of progressive IT experience in lieu of a bachelor’s degree.
Six years of progressive Information Technology experience; ten years are specified for the associate-degree alternative.
Experience managing a technologically diverse team.
Ability to obtain and maintain gaming licensure in one or more jurisdictions.
Progressive experience in application solutions, project management, development, and data analysis.
Ability to direct a 24x7x365 environment.
Strong leadership skills.
Excellent written and oral communication skills.
Ability to present ideas in business-friendly and user-friendly language.
Ability to conduct and direct research into IT issues and products.
Highly self-motivated, self-directed, and attentive to detail.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Extensive experience working in a team-oriented, collaborative environment.

Nice To Haves

Casino, retail, and hospitality application experience is strongly preferred.

Responsibilities

Provide day-to-day direction to multifunctional staff based on communicated business priorities.
Oversee the application portfolio and manage associated design, maintenance, and support efforts.
Manage property development, programming, and IT reporting efforts.
Assist in defining, maintaining, and managing the department PMO.
Define and communicate project milestones, service-level agreements, and resource allocation to executive IT leadership, department leads, support staff, and end users.
Assist with creating and managing an annual capital and operational budget to a specified variance threshold.
Establish aligned goals and objectives for areas of responsibility and develop action plans to achieve them.
Ensure skill centers under direct control are staffed and trained to meet department and business needs.
Assist with application maintenance, implementation, and upgrade activities.
Assist with strategic planning and follow-through.
Identify continuous improvement opportunities and develop plans to implement process improvements.
Develop and monitor escalation procedures and thresholds to ensure staff response meets negotiated business service levels.
Participate in and comply with the established Change Management process and methodology.
Support and enforce the enterprise Shared Services Agreement and ongoing collaboration among Mohegan properties.
Promote superior guest service.
Adhere to IT department compliance policies, internal control procedures, Pennsylvania Gaming Control Board control specifications, and casino policies and procedures.
Perform other related duties as assigned.