iLottery Operations Manager

Scientific Games is the global leader in lottery games, sports betting and technology, and the partner of choice for government lotteries. From cutting-edge backend systems to exciting entertainment experiences and trailblazing retail and digital solutions, we elevate play every day. We push game designs to the next level and are pioneers in data analytics and iLottery. Built on a foundation of trusted partnerships, Scientific Games combines relentless innovation, legendary performance, and unwavering security to responsibly propel the global lottery industry ever forward.

Position Summary

The Digital Operations Manager provides hands-on technical, operational and incident support for the iLottery program and coordinates software releases. This role also serves as a customer liaison for clients. Success in this role is measured through on time Customer satisfaction, measurable improvements, time to resolve issues/incidents, establish processes and on time successful delivery of tasks and projects. This role is a key position within our iLottery Account team.

The iLottery Operations Manager plays a key role in the daily operations, game releases, testing, and issue management for the iLottery program. This position acts as a subject matter expert for all systems and technical aspects of the iLottery platform—both frontend and backend—and ensures the integrity, stability, and success of all operational activities. The ideal candidate thrives in a fast-paced, dynamic environment and excels in cross-functional collaboration and technical problem-solving.

This role is based in western Canada

JOB DUTIES :

Technical Operations

• Assists with conducting day-to-day technical operations for the iLottery program as directed
• Serves as subject matter expert for all systems and technical aspects of the iLottery program (frontend and backend)
• Maintains integrity of entire iLottery platform by routine and thorough review of Test and Production environments across desktop and mobile applications
• Provides operational status updates on an ongoing basis for internal and customer stakeholders clearly communicating key milestones and status
• Interacts and communicates with a wide range of internal and external stakeholders including Product, Account Management, Compliance, Content Operations, Lottery and game studios to achieve project goals.
• Maintain accurate and up-to-date technical and operational documentation, including configuration details, procedures, and system diagrams

Game Releases

• Owns managing all software releases or updates through to launch including online Draw games and eInstant games
• Manage the game launch schedule to progress the game through various stages including QA, game server configurations, UAT, approval and launch
• Work with various internal and external stakeholders and third-party game studios to launch games on time
• Communicates status to internal and external stakeholders on a regular basis

Issue Management

• Triages and manages issues including troubleshooting, logging, tracking, testing and status reporting.
• Will assume technical lead for production incident management through triage and issue resolution across technical operations teams in accordance with the Customer contract and SLAs.
• Manages incidents after hours and weekends, where applicable and in coordination with the site team.

Testing and Release Management

• Collaborates with and assists customer through entire User Acceptance Testing phase by management of environment configurations, timelines, defect tracking and resolution as well as serving as a liaison between engineering support and customer.
• Participate in testing of iLottery promotions as well as new eInstant game content
• Support release launch planning, communication, and customers signoff with all key stakeholders
• Assist with Development of documentation for each release phase inclusive of implementation plans, test plans, defect trackers and acceptance criteria
• Maintain all testing environments (customer and internal) through routine review and upgrades of testing equipment to ensure full functionality

Other

• Deliver on projects required to support program and operational efficiencies
• Create and maintain key operational reports and provide to lottery on a regular agreed upon basis
• Recommend and implement process improvements supported with documented Standard Operating procedures
• Coordinate with Customer Service teams to ensure timely communication and resolution of player impacting issues, system outages, and game updates
• Support and coordinate audits, by gathering required documentation, facilitating auditor access to systems and teams, and tracking findings through resolution
• Must be a self-starter and possess creative problem-solving skills
• Ability to adapt to a fast paced environment with frequent changes
• Prior testing, mobile app development or web development experience
• Highly organized with the ability to understand priorities

On call 24/7 for production incident management support on a rotation schedule

QUALIFICATIONS :

• 2 years of direct experience in customer-facing roles required
• Strong technical skills with ability to resolve incidents
• Must have excellent communication and customer service skills and ability to maintain positive client relationships
• Must have excellent customer service skills and maintain positive client relationships
• Able to make quick decisions within established guidelines at critical times
• Ability to handle numerous tasks simultaneously while maintaining a sense of priority

Superior ability to deliver (demonstrates a strong say/do ratio)

Additional qualifications (Asset) :

• Experience with iLottery platform programs including any of the following would be an asset: CMS, OPS Back Office, Thor, reporting tools, JIRA, Zendesk and/or Smartsheets.

Scientific Games Corporation and its affiliates (collectively, “SG”) are engaged in highly regulated gaming and lottery businesses.   As a result, certain SG employees may, among other things, be required to obtain a gaming or other license(s), undergo background investigations or security checks, or meet certain standards dictated by law, regulation or contracts.   In order to ensure SG complies with its regulatory and contractual commitments, as a condition to hiring and continuing to employ its employees, SG requires all of its employees to meet those requirements that are necessary to fulfill their individual roles.  As a prerequisite to employment with SG (to the extent permitted by law), you shall be asked to consent to SG conducting a due diligence/background investigation on you.

This job description should not be interpreted as all-inclusive; it is intended to identify major responsibilities and requirements of the job. The employee in this position may be requested to perform other job-related tasks and responsibilities than those stated above. 

SG is an Equal Opportunity Employer and does not discriminate against applicants due to race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. If you’d like more information about your equal employment opportunity rights as an applicant under the law, please click here for EEOC Poster.