Manager, Data Center

Overview

The Site Manager – MA VLT Operations Center is a senior leadership role responsible for overseeing the continuous operation of a mission-critical, 24x7x365 Video Lottery Terminal (VLT) Control Room. This position ensures the highest levels of system availability, performance, and security through the execution of complex operational procedures, real-time monitoring, and strategic incident response coordination.

As a key liaison between IGT, the state lottery, and third-party vendors, the Site Manager drives operational excellence by enforcing compliance with regulatory requirements, ITIL-based best practices, and internal performance standards. This role requires a strong technical foundation, exceptional problem-solving skills, and the ability to lead under pressure in a highly regulated environment.

The Site Manager is also responsible for mentoring and developing a team of operators and analysts, fostering a culture of accountability, continuous improvement, and operational resilience. This includes identifying process gaps, implementing automation or efficiency initiatives, and contributing to long-term strategic planning for the Operations Center.

Responsibilities:

•    Lead and manage day-to-day operations of the VLT Control Room, ensuring 24x7x365 coverage, continuous uptime, and trouble-free performance.
•    Oversee incident management, including escalation protocols, root cause analysis, and resolution of system alerts and outages.
•    Serve as the primary liaison with the lottery and vendor partners to ensure seamless coordination and communication.
•    Ensure compliance with all regulatory, security, and operational standards, including IT best practices.
•    Develop, maintain, and enforce standard operating procedures (SOPs) and operational performance plans.
•    Supervise and mentor staff, including shift leads and Computer Operators, with responsibilities for scheduling, training, performance management, and task delegation.
•    Monitor and analyze operational data to identify trends, risks, and opportunities for process improvement and error reduction.
•    Troubleshoot technical and operational issues through collaboration with shift leads and technical staff.
•    Manage inventory and procurement of necessary supplies to support uninterrupted operations.
•    Coordinate and verify daily production activities, including software and hardware changes, and serve as the client liaison for system updates and testing.
•    Monitor and manage software configuration and delivery processes, including game parameters, odds, and claims for the lottery system.
•    Evaluate the accuracy and quality of hardware and software products, providing recommendations for system enhancements and operational needs.
•    Contribute to the development of new systems, procedures, and control mechanisms to improve productivity and operational efficiency.
•    Perform additional duties and responsibilities as assigned.

Requirements

Education:  
•    Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field, or equivalent combination of education and experience.
Experience:  
•    Minimum of 3–5 years of related experience in IT operations, systems monitoring, or gaming technology environments, with demonstrated success in a supervisory or managerial capacity. Experience in a 24x7 operational setting and regulated industries (e.g., gaming, lottery, financial services) is strongly preferred.

Skills and Competencies:
•    Exceptional supervisory, organizational, and leadership skills with a proven ability to teach, lead, and objectively evaluate team members.
•    Outstanding verbal and written communication skills; able to produce clear, concise, and easily understood documentation.
•    Strong interpersonal skills and self-confidence, with a demonstrated customer-first focus.
•    Effective time management and organizational abilities; capable of working autonomously and delivering results.
•    Proficiency in Microsoft Office products (Word, Excel, Outlook, PowerPoint).
•    Ability to express ideas clearly in both group settings and one-on-one conversations.
•    Availability to work extended hours, including nights, weekends, and holidays, as needed.

Work Schedule & Environment:
•    This position requires participation in an on-call rotation to support 24x7x365 operations. The Site Manager must be available to respond to critical incidents, system alerts, or operational issues outside of standard business hours, including nights, weekends, and holidays as needed.
•    Must have the ability to build, lead, and inspire a high-performing team. This role requires a commitment to fostering a positive, inclusive, and collaborative workplace culture that promotes employee engagement, accountability, and continuous improvement.

Physical & Other Requirements:
•    Ability to sit or remain in a stationary position for extended periods (up to 12 hours).
•    Frequent use of hands and fingers to operate computer systems, keyboards, computer mouse and monitoring tools.
•    Visual acuity to view multiple monitors and detect system alerts or anomalies.
•    Occasional bending, reaching, or lifting of items up to 20 pounds (e.g., equipment, reports).
•    Ability to work in a secure, climate-controlled operations center environment with low to moderate noise levels.
•    Travel Requirements: Occasional and overnight travel is required to support operational needs, attend meetings, or coordinate with external partners.
•    Must successfully complete a company-administered criminal background check and obtain a Gaming License, which includes passing a comprehensive background investigation comparable to FBI standards.