Business Services Manager

Mohegan Sun•Wilkes-Barre, PA

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. It also supports the department PMO, project and service-level communications, budget management, strategic planning, staffing and training, and continuous improvement. The manager ensures appropriate escalation procedures and responses to negotiated service levels, participates in change management, and supports the enterprise Shared Services Agreement and collaboration among Mohegan properties. The role is responsible for compliance with IT department policies, internal control procedures, Pennsylvania Gaming Control Board control specifications, and casino policies and procedures. It promotes superior guest service and requires excellent interpersonal skills to foster a supportive team environment. Travel of 10–15% may be required.

Requirements

Bachelor’s degree in Computer Science, Information Systems, Business, or a related field, or an associate degree in one of these fields plus ten years of progressive IT experience.
Six years of progressive Information Technology experience; ten years are required with 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.
Excellent interpersonal skills and ability to foster a supportive and enabling team 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 related 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 IT leadership, department leads, support staff, and end users.
Assist in creating and managing the annual capital and operational budget to a specified variance threshold.
Establish goals and objectives aligned with department, division, and corporate strategic objectives, and develop 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 upgrades.
Assist with strategic planning and follow-through.
Evaluate areas of responsibility for continuous improvement opportunities and develop implementation plans.
Develop and monitor escalation procedures and thresholds to ensure service responses meet negotiated business service levels.
Participate in and comply with established change management processes and methodology.
Support and enforce the enterprise Shared Services Agreement and ongoing collaboration among Mohegan properties.
Promote superior guest service.
Adhere to IT compliance policies, internal control procedures, Pennsylvania Gaming Control Board control specifications, and casino policies and procedures.
Perform other related duties as assigned.