Service Design & Transition Manager

Overview

Join our journey to create a new experience for The National Lottery and help us to power change for the greater good.

We are Allwyn UK, part of the Allwyn Entertainment Group – a multi-national lottery operator with a market-leading presence across Europe which includes: Czech Republic, Austria, Greece, Cyprus & Italy.

While the main contribution of The National Lottery to society is through the funds to good causes, at Allwyn we put our purpose and values at the heart of everything we do. Join us as we embark on a once-in-a-lifetime, largescale transformation journey by creating a National Lottery that delivers more money to good causes.

We’ll talk a bit more about us further down the page, but for now – let’s talk about the role and who we’re looking for…

A bit about the role

• To achieve Operational Readiness by designing and implementing an appropriate Operating Model to run and maintain transformed IT services for your assigned portfolio of projects.

• To work closely with both IT Delivery and IT Operations stakeholders to manage a controlled transition and handover of the transformed IT services from project teams to operational teams.

• To ensure that all aspects of People, Process and Tooling are considered for building an integrated run operating model that works coherently to achieve business objectives.

Technology Department Description

• Delivering world-class Technology services and solutions which underpin our trusted position as a high-profile, secure and safe operator of the National Lottery and with unquestionable integrity in a heavily regulated industry

Service Delivery Team Description

• Delivering the key support process functions of Service Desk, Change/Release Management, Configuration Management and Networks.

• Working closely with other Technology teams to ensure that National Lottery Operations are managed 24/7, 365 days a year in a secure, reliable, resilient way

• Ensuring end-to-end service levels to our external customers and internal business users are maintained to the highest standards.

• Delivering business changes in a controlled way, protecting our players and the business at all times whilst meeting our licence obligations.

What you’ll be doing…

• Developing and implementing an Operational Readiness plan

• Defining Operating Model Strategy- including as-is op model impact analysis and defining the to-be People, Process and Tooling strategy.

• Conducting training needs analysis for impacted teams and creating a training plan

• Creating a detailed Operating Model Design- including team design, RACI, process workflows, SLAs/ KPIs, tooling architecture, etc.

• Provide assurance that the technical solution incorporates the agreed non-functional requirements to ensure ongoing operational sustainability.

• Documenting & implementing logging, monitoring and alerting requirements.

• Estimating incremental run costs and confirming opex budgets.

• Build the designed operating model- including resource recruitment & onboarding, training & knowledge transfer, managed service provider sourcing & contracting, creating runbooks & SOPs, tooling implementation/ configuration, etc.

• Test the built operating model- including Operational Acceptance Testing/ Non-Functional Testing planning and execution.

• Manage the Go-Live of the operating model through cut-over planning and execution.

• Hypercare support planning and orchestration, immediately after go-live through service monitoring & reporting and regular status check points.

• Produce regular status reporting for your assigned portfolio.

What experience we’re looking for…

• Strong experience and background in IT Service Management & IT Operations with a detailed understanding of a broad range of IT Service Management Practices and Operational Support Models.

• Proven experience in achieving Operational Readiness by managing a team of diverse resources in a matrix management model through a structured operational readiness plan.

• Experience of designing and implementing run operating models across the domains of People, Process and Tools to successfully transition IT Services from Project Delivery into IT Operations.

• Experience of leading workshops with a diverse set of stakeholders with an objective of producing specific deliverables and/or achieving specific outcomes.

• Broad understanding of IT Service Management and IT Ops tooling such as ServiceNow, AppDynamics, Sensu, Grafana, etc.

• Broad understanding of Cloud technologies across IaaS/ PaaS/SaaS

• Working knowledge of industry standard tools such as MS Visio, MS Project, MS Office, Jira and Confluence.

• Skilled in managing relationships with diverse stakeholders and multiple vendors, fostering a collaborative environment for mutual success.

About us

We’ve developed ground-breaking technologies, built player protection frameworks, and have a proven track record of making lotteries better.

• Innovation – We pride ourselves on it! We’re constantly looking for new ways to excite our customers, bringing new products to enjoy which is all underpinned by our responsible play values and making them accessible to all.
• Giving back – Did you know that playing the lottery generates around £30m a week for charities and good causes in the UK? Our aim is to have doubled this number by the end of the first 10 year licence
• Sustainability – Our aim to be net zero by 2030 which would make us the first lottery provider globally to achieve this
• Inclusion and accessibility – We are making all parts of The National Lottery inclusive – whether you play a game in a store or online.

If you need any assistance or adjustments to this job description or in the application process, please contact a member of the talent team at careers@allwyn.co.uk and we’ll be happy to help.

Being the custodians of the National Lottery license is a big responsibility, so all of our roles are subject to extensive background checks

An inclusive reward offering with wellbeing at the centre…

At Allwyn, we’ve put together a range of inclusive benefits and policies to support our colleagues at every stage of their lives and careers.

Here’s a list of some of the fantastic benefits we offer…

• Company bonus scheme
• Matched pension contributions up to 8.5%
• 26 days annual leave + 2 Life Days (and bank holidays)
• Complimentary Private Medical
• Life Assurance
• Enhanced Maternity & Paternity leave
• £500 wellness allowance
• Access to nutritional advisor and personal trainers
• Discounted Health Assessments
• Complimentary Financial coaching

Our benefits and policies reflect our commitment to wellbeing and inclusivity and are enhanced with features that benefit our colleagues (and their families). By offering a variety of benefits that support our colleagues, we continue to create a place of work where people feel rewarded and can succeed.

A place of belonging…

We want to create one of the UK’s most inclusive organisations – where people can bring the best of themselves, to do their best work, every day, for the benefit of good causes.

Allwyn is an Equal Opportunity Employer which prides itself in being diverse and inclusive. We do not tolerate discrimination, harassment, or victimisation in the workplace. All employment decisions at Allwyn are based on the business needs, the job requirements, and the individual qualifications. Allwyn encourages applications from individuals regardless of age, disability (visible or hidden), sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.

We are a Disability Confident Leader which means we’ve taken proactive steps to ensure our workplace is accessible and inclusive for disabled colleagues and candidates. As part of this we offer an interview to disabled applicants who meet the essential requirements of the job.