Change And Problem Release Manager

Who we are:

Allwyn is a multi-national lottery operator with leading market positions in Austria, the Czech Republic, Greece, Cyprus, Italy, the United Kingdom, and the United States.  Our primary focus is lotteries, helping them raise more for good causes.  We drive innovation, efficiency, and safety across our casual gaming entertainment platform in the quest for enhanced player engagement.

Allwyn North America is headquartered in Chicago, and currently operates the Illinois Lottery under a private management agreement while seeking other opportunities throughout the U.S.  We also provide products and services to lotteries and their players throughout Europe and the United States

About the Team:

The Business Ops & Technology team utilizes the latest technological trends to effectively build and manage solutions in an informal, open and collaborative environment.

Position Overview:

Within Allwyn North America, the Change and Release Manager is responsible for developing and managing Change and Release policies and processes, acting as lead/gatekeeper for all systems supported by Allwyn IT and its suppliers ensuring that all requests are managed and completed within SLA.  They will implement and manage the Problem Management operation, and manage to resolve problems that include high-impact and high priority incidents to ensure minimal impact to the business.

Responsibilities:

• Provide “Gatekeeper” protection of Allwyn North America IT systems, services and applications.
• Implement and manage Allwyn’s Change and Release policies and procedures aligned with ISO 2000.
• Work with Project Management to identify resources required to implement any new releases, to assess the impact and risks of new services introduced into the live environments and to develop an SLA for any new service being introduced.
• Perform risk and impact assessments to ensure that all potential issues are identified and either mitigated or accepted by the business before any implementation.
• Manage the effective rollout of software and regulated hardware into the live environment.
• Communicate with the business to evaluate the potential business risk of each release and change, communicating conflicts, enabling expectations to be managed and decisions made on required resource.
• Work with other IT support managers to proactively maintain channels of communication and resolve.
• Contribute to the operations plan and BAU service delivery objectives.
• Utilize key performance indicators, conduct reviews for process effectiveness, establish ongoing quality improvements, apply quality standards, audit for performance and achievements.
• Ensure that there is consistent quality applied to release management by working with the internal and external auditing departments, to identify areas of development and then follow up by implementing any agreed-upon actions.
• Work closely with all key internal and external support teams to ensure that high priority incidents are managed and to proactively identify potential problems and resolve before they have an impact on the business.
• Organize the problem management resources to best meet the support, project and other resource needs and priorities of the business.