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Job Description Service Delivery Manager GAME ON -- OLG needs you

Service Delivery Manager

YOUR ROLE IN THE GAME

Manages relationships with service providers and other stakeholders to optimize service delivery, ensure delivery of services as per commitments, and address service disruptions
Develop internal communications and provide regular status reports on iGaming services to keep stakeholders and management informed and escalate issues as necessary
Collaborate with vendors, AGCO, and internal IT teams to evaluate and discuss service level related issues and develop actionable recommendations for resolution
Provide accountability for the operational acceptance of assigned services into the production environment by overseeing deployment activities with service providers, project managers and relevant business unit stakeholders
Verify successful deployment of major releases to production systems as part of release process
Monitor service delivery as per service level agreements (SLA) and escalate all issues related to service unavailability or errors for prompt resolution
Analyze operational trends against SLAs, identify gaps, and develop recommendations for service improvement
Conduct reviews of technical proposals for submission to senior management to ensure complete coverage of requirements
Identify iGaming IT and customer needs and develop strategies and tactical implementation plans to address these needs
Support the business during after-hours via on-call rotation

What You Need To Play Work Experience :

Education: University degree in technology, business administration or related fields Critical Skills:

Problem solving skills
Communication skills
Persuasion and negotiation skills
Attention to detail
Vendor management skills

Negotiation and Influence

Strategic Thinker

Collaboration \& Fun

Integrity and Trust

Licenses, Registrations, Certificates:

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! multi-billion-dollar

our people

Equity, diversity, and inclusion

benefits for the people of Ontario

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 .

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.

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Service Delivery Manager