Job Description:

• Manage day-to-day IT operations and service delivery
• Oversee field services and help desk teams
• Develop and implement operational strategies for optimization – especially table movements
• Ensure timely resolution of IT incidents and service requests
• Monitor performance metrics and drive continuous improvement
• Collaborate with other IT functions to align operations with business goals
• Manage vendor relationships and service level agreements (SLAs)
• Lead and manage IT operations, including field services, table movement and help desk
• Optimize IT service delivery processes to enhance efficiency and effectiveness
• Establish and monitor KPIs for operational performance
• Ensure compliance with IT policies and standards
• Drive initiatives for automation and process improvements
• Manage budgets and resource allocation for IT operations
• Coordinate with other IT teams for seamless service integration
• Provide leadership, coaching, and development for operations staff
• Service level agreement (SLA) compliance and resolution times
• Customer satisfaction scores for IT support and field services
• Operational efficiency improvements and cost savings
• Incident response and resolution metrics
• Employee engagement and retention within operations teams
• Successful implementation of optimization initiatives
• Perform other tasks assigned by superiors


Job Requirement:

• Bachelor’s degree in Information Technology, Business Administration, or related field
• Relevant certifications in IT service management (e.g., ITIL) preferred
• 10+ years in IT operations, service delivery, or related roles
• Proven experience managing field services and help desk teams
• Strong background in process optimization and operational management
• Experience with IT service management frameworks and tools
• Understanding of Integrated Resort activities
• Familiarity with gaming table movements and gaming operations equipment
• IT operations best practices and frameworks
• Service management and support processes
• Vendor management and contract negotiation
• Performance measurement and continuous improvement techniques
• Understanding of regulatory requirements, industry standards, and Macau Data protection laws
• Ability to establish and enforce governance frameworks and policies for IT Operations
• Strong leadership and team management skills
• Excellent communication and interpersonal abilities
• Analytical mindset with problem-solving skills
• Ability to manage multiple priorities and projects
• Proficiency in IT service management tools and software
• Commitment to customer service excellence
• Fluent in spoken and written Cantonese, Mandarin & English


Interested parties, please apply via:
• Email the detailed resume to careers@sjmresorts.com
• Hotline 8297 0979 / 8297 0969