Change and Problem Release Manager
About Camelot Illinois:
Camelot Illinois has been awarded the contract as the new private manager of the Illinois Lottery. The company is restoring transparency, integrity and responsibility to the Illinois Lottery. In partnership with the state, Camelot will operate a modern lottery that truly benefits the people of Illinois. The company’s innovative approach places consumers and social responsibility at its core, providing funding for schools, capital projects and special causes. Camelot is committed to building an organization with the strength and experience to grow the lottery and reinforce its rightful position as a force for good.
Camelot Illinois is a subsidiary of Camelot Global, a leading technology and professional services provider to lotteries around the world. Camelot Global’s portfolio of work includes the Irish National Lottery, Loterie Romande, the California State Lottery, the Kentucky Lottery, the Arkansas Scholarship Lottery, among others.
Our sister company, Camelot UK, has operated the UK National Lottery since 1994. Camelot UK has an unrivaled track record for success, helping the UK National Lottery deliver over $80 billion to winners and $46 billion to good causes to date.
About the Team:
The Technology team utilizes the latest technological trends to effectively build and manage solutions in an informal, open and collaborative environment.
Position Overview:
Within Camelot Illinois, the Change and Problem Release Manager is responsible for developing and managing Change and Release policies and processes, acting as gatekeeper for all systems supported by Camelot 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 resolution problems that include high impact and high priority incidents to ensure minimal impact to the business.
Responsibilities:
- Provide “Gatekeeper” protection of Camelot Illinois IT systems, services and applications.
- Implement and manage Camelot’s Change and Release policies and procedures aligned with ISO2000.
- 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.
Requirements
Required:
- Bachelor's degree or equivalent related experience.
- Three plus years of relevant experience with any of the following: Change, Problem, and/or Release Management.
- Strong analytical & problem solving skills.
- Knowledge and practical experience of service management.
Preferred:
- Knowledge of project management methodologies.
- Experience of ITIL to foundation level.
- Understanding of Knowledge Base Management.
- Prior experience working in a leadership capacity.
- Understanding of the hardware and software that is utilized within infrastructure.
- Experience of monitoring progress and resolution of problems and known errors.
- Experience of working with major incident managers to identify root causes, advising on solution and remedial actions, during and after a major incident.
- Excellent communication skills.
- Must be a team player, able to effectively and collaboratively work with and through others, at all levels in the organization.
Benefits
WHY WORK FOR US
Camelot Illinois is building a transformative lottery company with world-class people, technology and operations. The Camelot values of being honest, creating together, keeping it simple and thinking long term are embedded in the design of our organization and our plans for Illinois.
- Be Honest: We do what we say, we keep our promises and we don’t rest until we’ve earned each other’s respect
- Create Together: The most effective solutions come from strong collaboration, a culture of innovation, shared goals and respect for everyone’s expertise.
- Keep It Simple: We keep things simple, direct and transparent so customers in particular always know where they stand.
- Think Long Term: We work with customers to build successful lotteries for the next generation, not just the next day.
Career Growth
We want people who thrive in a relaxed, autonomous, results-driven environment to join our company. We believe the way to attract and retain the best talent is to offer a fulfilling career in an organization committed to growing its own future leaders. Career Development is a top priority and we will partner with employees to grow and progress their professional skill sets.
Benefits and Employee Policies
We will bring our experience of working with European lotteries to Illinois. We will also bring a European influence to paid time off, family leave and so on. We have created a strong ethical culture which is translated to each of our employees and business dealings globally. We aim to offer a package of benefits and policies which will compete with any private sector employer in the state. We ensure that every employee is engaged and has the necessary support to understand and implement the responsible gaming principles in their job.
Moreover, we pledge to have the highest standards of respect, diversity and inclusion at our company and will support and encourage our partners to do the same.
Camelot Illinois is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.