US, Michigan
The SHOW comes alive at MGM Resorts InternationalHave you ever wondered what it would be like to work in a place full of excitement, diversity, and entertainment? Are you enthusiastic about being a team player in one of the most fascinating industries in the world? At MGM Resorts, we seek individuals like YOU to create unique and show-stopping experiences for our guests.
THE JOB:The Director of Technology Operations & Service Management leads enterprise technology operations and IT Service Management (ITSM), ensuring technology services are stable, secure, scalable, and aligned with business objectives. This role oversees Level 2 Operations Center functions, establishes operational governance, and drives service performance through effective incident management, escalation, and continuous improvement. Partnering across Infrastructure, Engineering, Security, Workplace Technology, Application teams, vendors, and business stakeholders, the Director defines operational standards, leverages metrics to drive accountability, and advances operational maturity to deliver reliable, high-quality technology services and an exceptional customer experience.
THE DAY-TO-DAY:- Lead the enterprise Technology Operations Center and Level 2 support functions, ensuring 24x7 operational support, service restoration, escalation management, and effective response to critical incidents and major outages.
- Own and mature IT Service Management (ITSM) practices, including Incident, Major Incident, Problem, Change, Request, and Knowledge Management, while driving process standardization, governance, automation, and continuous improvement.
- Partner with Infrastructure, Engineering, Security, and business teams to improve service reliability, reduce operational risk, ensure operational readiness, and maintain compliance with enterprise standards.
- Establish and monitor operational performance through KPIs, SLAs, OLAs, service health metrics, executive dashboards, trend analysis, post-incident reviews, and Root Cause Analysis (RCA) to drive accountability and service excellence.
- Lead, mentor, and develop operational leaders and technical support teams, fostering a culture of accountability, operational excellence, collaboration, and customer focus while supporting workforce planning and organizational capability.
- Define and enforce operational governance, documentation, runbooks, and support standards, partnering with senior leadership to execute operational strategy, prioritize initiatives, and ensure audit, compliance, and security requirements are met.
THE IDEAL CANDIDATE:- Bachelor's degree in Information Technology, Business, or a related field preferred; ITIL certification required, with additional operational or leadership certifications preferred.
- 7+ years of experience in IT Operations, Service Management, Infrastructure Operations, or Technology Support, including at least 5 years leading enterprise operational support teams.
- Demonstrated experience managing ITSM programs, operational governance, and enterprise support models, with expertise in ITIL best practices.
- Proven ability to lead major incident response, cross-functional coordination, and operational decision-making in high-pressure environments.
- Strong leadership, organizational, communication, and stakeholder management skills, with the ability to influence and collaborate across technical and business teams.
- Data-driven leader with strong analytical and problem-solving skills, focused on operational excellence, service reliability, and continuous improvement.
THE PERKS & BENEFITS:- Wellness incentive programs to help you stay healthy physically and mentally
- Access to company hotel, food and beverage, retail, and entertainment discounts as well as discounts with company partners on things like travel, electronics, online shopping, and more
- Free meals in our employee dining room
- Free parking
- Health & Income Protection benefits (for eligible employees)
- Professional and personal development through programs and networking opportunities as well as volunteer opportunities in the community
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