Manager – IT Service Management

Job Description:

Position Overview

The primary responsibility of the Manager – IT Service Management is to oversee and improve the IT service management processes to ensure the highest level of service quality and efficiency. This role involves managing processes, implementing ITIL best practices, and ensuring alignment with business objectives. The Manager will drive the organization’s maturity towards documenting, modeling, testing, and enabling business processes. 

All duties are to be performed in accordance with departmental and Las Vegas Sands Corp.’s policies, practices, and procedures. All Las Vegas Sands Corp. Team Members are expected to conduct and carry themselves in a professional manner at all times. Team Members are required to observe the Company’s standards, work requirements and rules of conduct.  

Essential Duties & Responsibilities

• Drive the organization’s maturity in documenting, modeling, testing, and enabling business processes.

• Perform design and implementation tasks including requirements gathering, enhancement definition, configuration of settings, integration setup, and testing for the ITSM Development team at Corporate and properties.

• Develop clear and concise technical and process documentation, making use of the knowledgebase module within ServiceNow and Fresh Services.

• Work directly with end users to document and define enhancement requirements and create reports and dashboards.

• Partner with property data administrators to create, define, and modify process workflows.

• Develop and maintain reporting and dashboards.

• Create and update knowledge, technical, and process documentation.

• Implement ITIL best practices and alignment with business objectives.

• Lead Steering Committee meetings and assist with Roadmap development.

• Develop systems integrations and process automation design documentation – fully utilizing the platform’s workflow capabilities.

• Monitor health, usage and overall compliance of ServiceNow and its applications – working closely with the IT Compliance team to ensure audit requirements are met accurately and timely.

• Utilize key ITIL processes such as Request, Incident, Problem, Change, CMDB, Asset, Service Catalog, Knowledge, Employee Self Service, and other service modules on platforms like Fresh Service and ServiceNow.

• Oversee and enhance ITSM processes to ensure service quality, efficiency, and improve Self Service capabilities in these areas:

  • ITSM/ ITIL Framework

  • Service management

  • Incident

  • Problem

  • Change

  • Service Catalog

• Stay abreast of new features and functionality, driving continual improvement.

• Perform job duties in a safe manner.

• Attend work as scheduled on a consistent and regular basis.

• Perform other related duties as assigned.

Minimum Qualifications

• At least 21 years of age.

• Proof of authorization to work in the United States.

• Bachelor’s degree in information technology, Computer Science, or a related field.ITIL certification (Foundation level or higher) is required.

• Must be able to obtain and maintain any certification or license, as required by law or policy. 

• 1 - 3 years’ of experience in IT service management as a user or application owner, configuring core ITSM modules including Service Catalog, Incident/Problem, Asset Management, Reporting, and Configuration or Certified Service Now Administrator preferred.

• Certified Advanced Service Now Administrator preferred.

• Experience with ITSM platforms such as ServiceNow, Fresh Service, or similar.

• Strong knowledge of ITIL best practices and ITSM tools, particularly Fresh Service and ServiceNow.

• Experience working in a highly regulated environment (MICS, PCI, SOX).

• Demonstrated understanding of ITIL processes, operations and procedures.

• Experience in producing enterprise-level reports, including compiling data from several different sources.

• Gathering requirements and documenting needs.

• Familiarity with project management methodologies.

• Ability to effectively prioritize and execute tasks in a high-pressure environment.

• Excellent communication, interpersonal and collaboration skills.

• Excellent analytical, problem-solving, and mathematical skills.

• Logical and efficient with a keen attention to detail.

• Flexibility to adapt to a changing environment while under pressure.

• Strong customer service orientation.

• Ability to present and explain technical information to diverse audiences in common language.

• Demonstrable experience building cross-functional partnerships.

• Highly organized and comfortable remaining so in multi-faceted environments while multi-tasking.

• Willing to work with remote teams in different geographies and time zones.

• Ability to provide understanding and direction in aligning the strategic roadmap with the business vision, strategy and priorities.

Physical Requirements

Must be able to:

• Lift or carry 20 pounds, unassisted, in the performance of specific tasks, as assigned.

• Physically access assigned workspace areas with or without reasonable accommodation.

• Work remotely as necessary.

• Work indoors and be exposed to various environmental factors such as, but not limited to, CRT, noise, and dust.

• Utilize laptop and standard keyboard to perform essential functions of the job.