Director Technology Operations & Services Management
Core
Leads enterprise technology operations and IT Service Management (ITSM) to ensure stable, secure, and scalable technology services for MGM Resorts International guests and business stakeholders.
Role type
Director of Technology Operations & Service Management
Builds
Reliable, high-quality technology services and operational governance frameworks
Domain
Hospitality / Enterprise IT Operations
Deliverable
production ML models | product features | dashboards & analysis | infrastructure
Required skills
ITIL framework expertise, major incident response leadership, cross-functional coordination, operational governance, KPI/SLA/OLA management, Root Cause Analysis (RCA), workforce planning
Preferred skills
Additional operational or leadership certifications, experience in infrastructure operations, data-driven analytical skills
Technologies
ITSM tools, executive dashboards, automation platforms
Responsibilities
Lead the enterprise Technology Operations Center and Level 2 support functions; Own and mature IT Service Management (ITSM) practices; Partner with Infrastructure, Engineering, Security, and business teams to improve service reliability; Establish and monitor operational performance through KPIs, SLAs, and trend analysis; Lead, mentor, and develop operational leaders and technical support teams; Define and enforce operational governance, documentation, and support standards
Seniority
Director, strategic leadership & team management
