Position SummaryPosition SummaryThe General Manager is an execution-focused operational leadership responsible for the performance of a client's core lottery system, supporting technology environment, and site team. The position ensures that operations, technical services, projects, releases, and customer commitments are delivered safely, reliably, on schedule, and in accordance with established standards.
The General Manager is accountable for site execution, including service delivery, operational performance, issue resolution, project implementation, workforce leadership, financial management, contractual compliance, and regulatory and audit readiness.
The General Manager partners with the Account Managing Director to support account priorities and translate approved initiatives into executable site plans and measurable results.
Serving as the senior operational contact for the site, the General Manager coordinates Scientific Games teams, the Lottery, vendors, and other stakeholders to maintain system availability, resolve issues, complete projects, and achieve the client's operational objectives.
Key Responsibilities- Lead the day-to-day operation and delivery of the core lottery system and its supporting technical environment.
- Ensure that systems, software, infrastructure, services, projects, and personnel meet contractual, operational, security, quality, and performance requirements.
- Maintain accountability for system availability, service reliability, incident response, problem resolution, change execution, and operational readiness.
- Direct the implementation of site projects, system releases, upgrades, maintenance activities, and other approved initiatives.
- Develop and manage detailed operational plans, schedules, resource requirements, risks, dependencies, and delivery milestones.
- Maintain end-to-end ownership of operational issues, including escalation, stakeholder communication, root-cause analysis, corrective actions, and timely resolution.
- Ensure performance against service-level agreements and other contractual commitments.
- Provide clear, timely updates to internal and external stakeholders regarding operational performance, incidents, project delivery, risks, and corrective actions.
- Lead and develop site personnel through workforce planning, coaching, performance management, succession planning, and professional development.
- Establish clear team priorities, responsibilities, performance expectations, and accountability for results.
- Coordinate internal departments, technical teams, vendors, and external stakeholders to ensure effective execution and uninterrupted service delivery.
- Maintain compliance with contractual obligations, company policies, regulatory requirements, security standards, and internal and external audit requirements.
- Develop and manage the site operating budget, forecasts, staffing plans, and expenditures.
- Identify and implement opportunities to improve efficiency, service quality, reliability, and cost performance.
- Use operational data, service metrics, and key performance indicators to monitor results, identify risks, and drive continuous improvement.
- Maintain a productive working relationship with the Lottery based on transparency, responsiveness, reliable execution, and consistent delivery.
- Partner with the Account Managing Director by providing operational analysis, delivery estimates, resource requirements, and feasibility assessments for proposed initiatives.
- Translate approved account plans and customer initiatives into site-level actions and ensure their successful execution.
- Foster a culture of safety, collaboration, accountability, teamwork, and continuous improvement.
Required Qualifications- Bachelor's degree in business, technology, engineering, operations, or a related field, or an equivalent combination of education and relevant experience.
- Ten to fifteen years of related professional experience, including progressively responsible operational leadership roles.
- Ten or more years of experience managing operations, service delivery, technical teams, or mission-critical environments.
- Demonstrated people-leadership experience, including performance management, talent development, and workforce planning.
- Experience managing complex technology operations, production systems, projects, releases, and critical incidents.
- Strong experience in budget management, forecasting, operational planning, and management-level reporting.
Preferred Qualifications- Five or more years of experience in the lottery or gaming industry.
- Experience supporting lottery systems, technology platforms, software applications, systems hardware, or network communications.
- Experience working in a highly regulated environment with contractual, security, compliance, and audit requirements.
Skills and Competencies- Strong operational leadership and execution capabilities.
- Ability to translate priorities and commitments into actionable plans and measurable results.
- Sound judgment and the ability to make timely decisions during high-pressure operational situations.
- Strong project delivery, incident-management, and problem-solving skills.
- Ability to establish accountability and drive outcomes across a matrixed organization.
- Excellent written, verbal, presentation, and stakeholder communication skills.
- Ability to communicate effectively with employees, customers, technical teams, vendors, and senior management.
- Strong organizational, analytical, interpersonal, and time-management skills.
- Ability to manage multiple priorities, deadlines, risks, and dependencies.
- Ability to quickly understand modern technologies and complex technical environments.
- Strong customer service orientation and the ability to build productive working relationships.
- Adaptable, practical, collaborative, and results-oriented leadership style.
Availability and Physical Requirements- Must be available on an on-call basis, including nights, weekends, and holidays, to support critical operations, manage escalations, and oversee major production or project activities.
- Must be able to lift up to 30 pounds.
- Must be able to sit, stand, bend, and stretch as required to perform the essential functions of the role, with such movement potentially occurring for 50% or more of the workday.
QualificationsWork Conditions 
