Sr Manager End User Experience

Range:

95,200.00 - 142,800.00 CAD

Job Description:

Sr Manager End User Experience

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 Sr Manager End User Experience to lead a team that focuses on ensuring employees have a positive and productive interaction with the enterprise-wide end-user productivity technology and tools they use. They have a key focus on Enhancing Productivity, Improving End User Satisfaction and Optimizing Technology Performance to ensure OLGers are engaged, efficient, and effective within their day-to-day work.

YOUR ROLE IN THE GAME

Reporting to the Director Monitoring, EUC and Service Desk, you will be empowered to:

• Manage the analysis of enterprise-wide end-user productivity technology, determines the approaches to be used for user experience analysis and provides expert advice and guidance to technology teams to support the adoption and implementation of improvements. 

• Develop end user experience techniques and standards as part of the organization's framework for user-centered design.

• Initiate and reports on actions to maintain or improve levels of service.

• Manage day-to-day operations of the end user experience function, including resource planning and work allocation.

• Develop and implements service standards for enterprise-wide end-user productivity tools policies and procedures. Analyses service metrics and customer feedback to drive continuous improvement initiatives.

• Develop approaches to enhance technology end user satisfaction.

• Develop incident management policy improvements and procedures around end user support and Microsoft productivity applications. 

• Ensure appropriate action is taken to anticipate, investigate and resolve problems in systems and services related to end user support and productivity. 

• Lead the implementation of agreed remedies and preventative measures to support end-user productivity.

• Analyze patterns and trends in end-user support and productivity and improves incident and problem management processes with end-user satisfaction in mind.

• Follow agreed procedures to identify and improve repetitive issues with productivity applications and end-user technologies.

• Use application management software and tools to collect agreed performance statistics.

• Manage the design, procurement, installation, upgrading, operation, control, maintenance and effective use of specific technology services.

• Monitor end-user technology services performance, provides status and other reports to managers and senior users.

• Develop the performance of individuals in the End User Experience team to support growth and achieve objectives.

• Enhance engagement and ways of working, supporting the health of the organization's technology offerings.  

• Conduct readiness assessments to assess the size, nature and impact of technology changes in respect to end user experience.

• Contribute to the design, configuration and testing of learning environments.

• Develop training and materials to enhance employee productivity and offer insights into new end user technologies, features and enhancements. 

• Inspire, motivate, and empower people to achieve organizational goals. Coaches, mentors, and manages employee experience and employee performance through thoughtful preparation. Creates space for others to lead. Demonstrates strength in OLG’s leadership competencies and leads the way in exemplifying OLG Truths.

• Effectively facilitate information sharing and ideation and creates an inclusive environment in which diversity of thought is celebrated and teams feel empowered to participate and contribute freely in support of OLG’s culture, strategy, and ways of working

WHAT YOU NEED TO PLAY

Work Experience: • Minimum of seven (7) years experience in progressively advancing roles within Technology or related functions.   • Minimum of three (3) years progressive experience in End User Support (Service Desk, End User Computing, User Experience).  • Minimum of five (5) years progressive experience in managing technology teams in a complex technology environment.    

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

Critical Skills: Primary knowledge around: • End User Device Experience • People Leadership • Technology Customer Service • Collaboration Tools (MIRO, SharePoint, Teams) • M365 Suite of Applications • End User Productivity enhancements (research and development) • Technical Troubleshooting • Technology Service Improvement • Problem Management •  Technology Governance  

Secondary knowledge around:  • Service Desk • End User Computing • Industry Emerging Technologies (Productivity, user enhancements)

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 March 10, 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.