IT Service & Digital Transformation Manager

The IT department is responsible for providing, developing and supporting an effective, efficient and secure IT service that underpins all of Genting UK's business systems. This includes 30+ land based Casinos, multiple online services and a both Landlord and Tenancy roles within Resorts World Birmingham which includes the Genting Hotel. This role forms a fundamental part in the services provided by the Tech & Change Department within Genting Casinos / Genting UK. Individuals within this post carry out the duties of an IT Middle Manager and will demonstrate competence in Project and Service Delivery Management., * Management of IT Servicedesk in alignment with ITIL principles.

• Configuration and Deployment management for End user compute estate.
• Business Relationship Mgmt - SLA/SLR/OLA, service reports. Complaints and CSAT
• Supplier relationship management - SLA reviews, contract review, supplier processes & Documentation.
• Tender/commercial Management - IT Procurement and negotiations.
• To support the drive of Digital Transformation and AI adoption within the business
• Carrying out reviews of documentation and processes to ensure they are up to date, relevant and manage through change control procedures.
• Responsible for liaison with other members of the IT team to ensure that they are kept up to-date on relevant issues.
• Responsible for working within Service Level Agreement (SLA) guidelines within the Department and when published to the business community. Also responsible for making recommendations for changes to SLAs if appropriate.
• To advise on the latest technologies and innovations that will enhance business IT systems

• Experience gained working for an organisation renowned for its structured and procedural approach to the design, delivery, and management of quality IT services.
• Demonstrable logical sound approach to IT Support and troubleshooting.
• Excellent communication skills (verbal/written/graphic).
• Have excellent customer facing skills
• Have excellent interpersonal skills at all levels of contact and in a wide variety of situations.
• Ability to maintain composure in difficult situations - possibly where conflicting demands are placed on limited resources.
• Demonstrates the ability to develop strong customer relationships at all levels.
• Keeps commercial aspects continually in mind when taking actions or making decisions.
• Exposure to compliance audit work and remediation.
• Familiarity of emerging technologies and new standards

The ideal candidate will have:

• Excellent understanding of ITIL principles, including Incident, Request, Problem and Change management,
• An Excellent understanding of Microsoft Office 365 and Microsoft Intune.
• Excellent presentation and communication skills to business stakeholders.
• Experience of Microsoft CoPilot and other AI tools.
• Experience running a team of Service Analysts
• Experience Coaching and Developing team members
• Being able to research, develop, test and deploy new technologies as required by the Business.
• ITIL qualifications beneficial
• Experience working in a regulated environment or under ISO27001 is beneficial
• Retail experience beneficial.

As well as an excellent salary, we are dedicated to providing our colleagues with a vast range of benefits including:

Company funded benefits

• Private GP helpline.
• Discount portal for popular retailers, restaurants, leisure and more.
• Pension scheme.
• Life assurance.
• Employee assistance programme " A confidential helpline providing 24/7 advice and counselling whatever the issue.
• 20% discounted gym membership.
• Mental health support.
• Family-friendly and wellbeing policies.

Flexible benefits* " designed for employees to choose the best package for their personal needs.

• Health Cash Plan (level 1 is company funded).
• Critical illness cover.
• Dental insurance.
• Travel insurance.
• Health Screening.

Rewards, recognition, development, and events

• Career development opportunities.
• Genting Academy " online learning portal.
• Long service awards.
• Staff social fund.
• Annual company Christmas present.
• A range of social engagement activities such as a company-wide pub quiz, Croupier of the Year Awards, and a 5-a-side football tournament.
• Subject to eligibility.

Genting Casinos is one of the UK's most popular leisure businesses and is proud to deliver outstanding service to our customers in our casinos nationwide. As part of the Genting Group, which employs 62,000 people worldwide, we are passionate about our values and providing our colleagues and customers with a fantastic experience.