Technology Service Manager

Range:
78,400.00 - 117,600.00 CAD
Job Description:

Technology Service Manager

GAME ON - OLG needs you

We've said GAME ON, and we mean it - OLG is rapidly transforming its organization to better serve Ontarians by delivering great gaming experiences through our digital, retail lottery, and land-based gaming channels. Over the course of fiscal 2022-23, OLG delivered a record $2.5 billion in net profit to the Province of Ontario. OLG is now expanding our horizons even further, with a new strategic direction, to become a world class gaming entertainment leader with a globally admired digital platform.

We are ready to take this game to the next level and need a passionate Technology Service Manager to provide Information Technology Service Management (ITSM) and IT Service Continuity support services to ensure maximum value to the customer through Technology services, drive client satisfaction and value through continuous improvement and meeting Service Level Agreements (SLAs).

YOUR ROLE IN THE GAME

Reporting to the Director Technology Service Management, you will be empowered to:

• Responsible for the ITIL practices and CobIT controls supporting IT Service Management and IT Service Continuity (incident, problem, change, configuration, service catalogue, business continuity/disaster recovery). This includes ensuring development, implementation, management, measurement and continuous improvement of standardized, auditable methods and procedures for the day-to-day DevSecOps product-based Service management to ensure maximum value and minimal disruptions to the business.
• Oversee the Business Continuity and Disaster Recovery within IT as part of the IT Service Continuity practice. Actively work with other departments and divisions within IT and the business to ensure plans and infrastructure are in place and tested for disaster recovery.
• Establish, track and communicate disaster recovery status and preparedness. Schedule and review the ongoing cycle of Business Continuity and Disaster Recovery testing, attestations, and results.
• Meet with business units and other major stake holders (Audit, AGCO) to determine service level expectations and communicate activity and status. Point of contact with regards to Service Continuity issues.
• Collaborate with support teams to implement new and updated support models for business services to ensure efficient service response to customer issues and requests.
• Provide related ITSM reporting and analysis to ensure traceability and transparency.
• Manage the Technology Service Catalogue of business services and ensures SLAs are documented and updated annually.
• Monitor and report on ITSM tickets from the ticket management system to ensure services are meeting the predefined service level agreement (SLAs) including developing SLA performance reports for both internal ITIL KPIs and customer SLA performance and escalates issues as necessary to ensure timely resolution and stakeholder satisfaction.
• Governs technical documentation, including ensuring ITSM service ticket information has been updated with troubleshooting details and activities that were utilized to ensure consistent quality of services.
• Supports resolution of major ITSM incidents to ensure timely turnaround and resolution that meets SLAs and customer expectations.
• Manages the ITIL ticketing system, including administering the operation of the tool and keeping it current. Applying changes to the system in relation to process changes and continuous improvement.
• Assists in root-cause analysis investigations with other departments and divisions within Technology to ensure issues due to incidents or incident trends are permanently resolved in a timely manner and to achieve higher performance.
• Solution and best practice research and development for continuous improvement of the ITSM processes and tool.
• Assist in the configuration management database and work with the asset owners to ensure the accuracy of the asset inventory for lifecycle management, technical debt management, reporting and analysis.
• Review key infrastructure and solutions delivery projects to understand their impact to current system's disaster recovery, ensuring project risks are mitigated and ensuring DRP is integrated into the design and build and is properly tested and integrated into operations.
• Point of contact for the management, escalation and investigation of crisis business continuity and disaster recovery occurrences.

WHAT YOU NEED TO PLAY

Work Experience: Minimum of five (5) years' experience in progressively advancing roles within Technology or related function Minimum of three (3) years' progressive experience in Technology service management or service continuity Proficient in fourteen (14) of the above primary knowledge competency areas as listed above Providing Subject Matter Expertise and/or guidance to the team

Education: Post-secondary degree, preferably in information systems, business administration and/or project management discipline, or an equivalent combination of education, training and experience

Critical Skills: Primary knowledge around: 1. IT Service Management, ITIL and CobIT disciplines 2. Service Continuity (Business Continuity/Disaster Recovery) Management

Secondary knowledge around: 4. IT Service Management and Service Continuity best practices 5. IT Service Management ticketing tools 6. Experience in Digital and Retail sales business in a highly regulated Marketplace 7. Industry Emerging Technologies

Negotiation and Influence: ability to negotiate and influence effectively while being open to perspectives and maintaining strong relationships

Strategic Thinker: strong strategic and critical thinker with ability to delve into unique challenges and find creative solutions

Collaboration & Fun: inclusive and collaborative work style while creating fun and excitement in our work

Integrity and Trust: do what's right and operate with transparency and openness

Licenses, Registrations, Certificates: This role may require a Category 1 or Category 2 Gaming Assistant Registration (License) from our regulator, the Alcohol and Gaming Commission of Ontario (AGCO). If required, employment is conditional upon obtaining and maintaining this registration (license), which will be initiated at the offer stage.

PERKS OF JOINING OUR TEAM

• Part of a Bigger Picture: socially responsible company that gives back all its profits to the province and people of Ontario
• Flexible Work Environment: to help balance both work and life
• You Matter: family friendly work practices and hybrid work
• Freedom to Innovate: supports new and better ways to be successful
• Be your Authentic Self: environment that values diversity as a source of strength
• Learning Galore: 24-7 access to robust online learning programs
• Public Service Pension Plan: participate in a major defined benefit pension plan sponsored by the Government of Ontario
• Variable Pay Program: performance-based incentives to share in our success (Permanent OLG Employees Only)

Learn about OLG - GAME ON!

OLG's purpose is to contribute to a better Ontario by delivering great entertainment experiences for our customers. We are a multi-billion-dollar organization with a wide array of business lines including, lottery, land-based casinos, digital lottery and casino, horseracing, and charitable gaming. OLG is amidst a massive transformation focusing on being customer obsessed and bringing our digital business to a whole new level.

The key to our success is our people. Our culture will be grounded in true, positive partnerships that embrace trust, clarity, and openness in all that we do. We are supporting and empowering employees and teams across the organization through greater accountability, leadership development and growth opportunities. OLG is embracing more flexible work options and family friendly work practices including hybrid work.

Equity, diversity, and inclusion are essential elements of our culture and cornerstones of the Five Truths that OLGers Live by. At OLG, our employees have the space to be themselves and use their perspectives and skills to benefit the people and the Province of Ontario.

While we are re-shaping and growing our business, we are unwavering when it comes to living our purpose, and ensuring our business delivers meaningful benefits for the people of Ontario. OLG's net profits are reinvested back into the province, contributing to the quality of life for Ontarians.

To learn more about OLG go to our website at www.olg.ca

We look forward to hearing from you, interested applicants please apply online by April 30, 2025.

OLG is an equal opportunity employer. We are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. Please contact Human Resources at careers@olg.ca if you require accommodation at any time throughout the hire process.

We thank you for your interest in this opportunity; however only those individuals selected for an interview will be contacted.

#LI-Hybrid

Personal information is collected by the Ontario Lottery & Gaming Corporation (OLG) and/or its third party service provider(s) under the authority of the Ontario Lottery and Gaming Corporation Act, 1999, SO 1999, c 12, Sch L and the Employment Standards Act, 2000, S.O. 2000, c. 41 (as amended) and will be used for the purpose of determining qualifications for employment with OLG and for recruitment modernization initiatives. The information will be managed in accordance with all applicable laws, OLG's Protection of Privacy Policy (the Policy) and related policies and procedures. For any questions about this collection, please contact careers@olg.ca, 800-70 Foster Drive, Sault Ste. Marie, ON, P6A 6V2.