About the Role
We are Allwyn UK, part of the Allwyn Entertainment Group, a multinational lottery operator with a market‑leading presence across Europe including the Czech Republic, Austria, Greece, Cyprus & Italy. The National Lottery’s main contribution is bringing funds to good causes, and we aim to create a new experience that delivers more money to good causes while staying true to our purpose and values.
Responsibilities
* Manage business and technical major incidents and high‑priority problems to resolution to ensure minimal impact to the business.
* Analyse incidents and problems, identify trends and develop working practices and resolutions to minimise the risk of recurring issues.
* Coordinate and manage resources and cross‑functional teams from all areas of the business as required to resolve issues.
* Communicate progress of incident and problem resolution with wider business stakeholders.
* Work with Regulatory Affairs and other teams where applicable to complete written reports and help provide PR teams and Customer Care with written responses and FAQs.
* Keep policies and processes updated and accurate.
* Work with the wider Service Delivery Team on Continual Service Improvement.
* Deliver world‑class Technology services and solutions which underpin our trusted position as a high‑profile, secure and safe operator of the National Lottery with unquestionable integrity in a heavily regulated industry.
* Deliver and support technologies that enable employees to collaborate, communicate, and work efficiently regardless of location.
* Work 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.
* Ensure end‑to‑end service levels to our external customers and internal business users are maintained to the highest standards.
What You’ll Be Doing
* Develop the Business Incident operation.
* Organise support and other resources during major incidents to reach resolution as quickly as possible.
* Manage communications with Business teams and key third parties.
* Proactively identify potential problems and resolve them before they have an impact on the business.
* Work closely with the Change and Release Management team to ensure changes have been raised to resolve incidents and known errors and that the impact of changes is fully understood.
* Work closely with the Service Desk team to ensure that incident data is correct, improvement initiatives are understood.
* Work closely with key suppliers that support the business to reduce issues and improve resolution speed.
* Work closely with the Business Continuity and Crisis Management Teams.
* Serve as an Ambassador for Incident Management across departments.
Key Measures of Success
* Experience of working with incident management, identifying root causes, advising on solutions and remedial actions during and after a major incident.
* Understanding of Knowledge Base Management.
* Broad understanding of the National Lottery operations and Allwyn’s business priorities.
* Excellent written and verbal communication skills.
* Strong accuracy and attention to detail.
Benefits
* 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.
About We
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 – Playing the lottery generates around £30m a week for charities and good causes in the UK. Our aim is to double 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.
Equal Opportunity Employer
We are 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.
Job Details
Seniority level: Mid‑Senior level
Employment type: Full‑time
Job function: Information Technology
Industries: Non‑profit Organizations and Primary and Secondary Education
#J-18808-Ljbffr