Director GMS Operations

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 2023-24, OLG delivered a record $2.4 billion in net profit to the Province of Ontario. OLG is now expanding our horizons even further, with a new strategic direction that builds on successes to date as a world class gaming entertainment leader with a globally admired omni-channel platform.

We are ready to take this game to the next level and need a passionate Director GMS Operations to provide subject matter expertise, direction and oversight of the Gaming Management System (GMS) strategic obligations in relation to LBG contract management to ensure that OLG and Service Providers are using the GMS as intended to continuously meet “Conduct and Manage” obligations, ensure gaming integrity and protect OLG’s reputational/financial security. The role provides leadership and oversight for the administration of Casino Gaming Product Support (GMS, Electronic Games, Table Games, Data Stewardship) and assignment of resources to ensure optimal service, oversee fulfilment of all contractual and regulatory obligations for casino gaming related product, while driving growth of socially responsible casino gaming in Ontario.

YOUR ROLE IN THE GAME

Reporting to the VP Digital Engineering & Operations, you will be empowered to:

• Lead strategic planning, requirements gathering, and execution of LBG GMS and related policies, based on assigned obligations to ensure alignment within OLG contracts, gaming legislations and gaming policies
• Ensure that OLG is meeting its mandated Conduct and Manage responsibilities as it relates to the central GMS and partner with LBG Relationship Managers, Contract Managers, AML and Corporate Security to ensure Service Provider compliance to the gaming policies for all gaming products including GMS
• Provide consultation on Service Provider annual business plans, service provider Business Continuity Plans, Casino Proposals, Mandatory Operating Procedures, decommissioning plans to ensure obligations are met
• Oversee the approval or denial of new electronic gaming product requests for all Service Providers, based on results of Responsible Gaming and Social Responsibility theme reviews to ensure OLG’s interests and business goals are best represented
• Provide oversight to the escalation processes related to supplier notification monitoring and machine integrity issues to ensure prompt resolution
• Lead the development of all GMS user functionality testing ensuring that all OLG stakeholders signoff prior to the implementation of service packs or new versions
• Manage and participate in interactions with Service Providers regarding noncompliance of gaming policies on GMS related items     
• Oversee notifications and approval submissions to the AGCO on the central Gaming Management System;  liaise with AGCO to coordinate information sharing where strategic objectives align.
• Ensure the sharing of gaming data, as appropriate, with AGCO to improve regulatory controls
• Lead the strategic relationship with the GMS technology vendor, develop and maintain the vendor governance model for strategic technology vendors, and chair the Relationship Management Committee with such vendor
• Chair multi-party committees (Ontario Slots Initiative Committee) for all Service Providers and represent Ontario at all cross-jurisdictional meetings to ensure OLG’s interests are best represented
• Oversee the GMS operations as well as the governance of the central conduct and manage GMS processes including reporting out on the KPI’s of those processes to OLG Senior Executives 
• Oversee the provision of GMS Anti-Money Laundering and Security Alert and Responsible Gaming reporting as requested by the OLG stakeholder 
• Lead the adoption of GMS within lines of business to ensure the business is using technology to its full extent
• Lead projects focused on systems, product and data on behalf of LBG
• Work with IT Directors and the GMS program to resolve system issues, implement fixes, configuration changes and the future direction of central GMS
• Advocate on behalf of operators and interface with Enterprise Technology to rectify any performance or service challenges experienced by operators to improve customer and vendor experience
• Identify additional customer requirements (from the external operator or internally within OLG) based on their feedback and communicates with relevant stakeholders to improve any existing services or identify future possible products and services
• Analyze customer satisfaction feedback in terms effectiveness and efficiency and develop strategies for continuous improvement to strengthen the relationship
• Support the understanding of all aspects of the client's business and the competitive business environment to keep up to market trends to further develop a trusted relationship
• Lead and provide overall direction to department staff, including defining team member roles, responsibilities, and expectations; provide timely coaching and performance feedback, ensuring a cohesive operational unit with optimum use of team skills

WHAT YOU NEED TO PLAY

Work Experience: • 10 years of progressive experience in gaming operations and gaming management systems • 5 years of experience in a Senior Management role (preferably managing multiple stakeholder within a large public sector) 

Knowledge & Education: • Post-Secondary degree / diploma in Information Technology, Business Management or a related field • Extensive knowledge of COSA and Gaming policies   • Extensive knowledge of OLG’s conduct and manage mandate and the supporting processes • Extensive knowledge of the governance model between L&W and OLG also how the governance model works between the Service Providers and OLG • Solid business acumen acquired through exposure to various aspects of Gaming operations •        Demonstrated knowledge of the central GMS functionality and possible configuration options

Critical Skills: • Legislation interpretation skills • Strategic planning, research and analytical skills • Strong project management skills • Excellent oral and written communication skills (experience with drafting policies an assets) Interpersonal and team management skills • Knowledge of IT networking, architecture and systems

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:

AGCO Category 1 Gaming Assistant Registration (Initiated at offer stage - employment is conditional upon obtaining and maintaining this license)
 

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 August 21, 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 [email protected] 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 [email protected], 800-70 Foster Drive, Sault Ste. Marie, ON, P6A 6V2.