JOB PURPOSE:

Under the general supervision of the Chief Information Officer, the Director of IT Operations is responsible for the operational performance, availability, and reliability of technology services across Osage Casinos' multi-property gaming and hospitality enterprise. This role serves as the operational backbone of the IT division — translating enterprise strategy into disciplined daily execution through the leadership of the Infrastructure Manager, Technical Services Manager, and Applications Manager. The Director drives operational excellence through standardized processes, mature governance practices, responsive service delivery, and the measured integration of digital and AI-enabled capabilities that advance Osage Casinos' mission of delivering exceptional guest experiences while supporting tribal sovereignty and economic growth.

This list of duties and responsibilities is illustrative only of the tasks performed by this position and is not all-inclusive.

SUPERVISION RESPONSIBILITIES:

• Direct reports viewable through organizational chart

MINIMUM QUALIFICATIONS:

• Must be a minimum of 21 years of age.
• Bachelor's degree in Information Technology, Computer Science, Information Systems, Business Administration, or a related field.
• Minimum 8 years of progressive IT operations experience, with at least 3 years in a senior management or director-level role.
• Demonstrated experience leading IT operations in a casino, gaming, or hospitality environment with 24/7 availability requirements.
• Proven history managing multi-site or geographically distributed IT teams and infrastructure.
• Direct experience with ITIL-based incidents, issues, and change management processes in an operational environment.
• Demonstrated success managing vendor relationships, SLA accountability, and technology contracts.
• Experience managing on-premises infrastructure environments including servers, storage, networking, and data centers.
• This position is not eligible for remote work.
• Required to pass a pre-employment drug screening and obtain and maintain an Osage Nation gaming license.
• Required to maintain a valid Driver’s License.
• Required to provide documents to show the applicant is eligible to work in the United States.
• Osage, Native American, and Veteran preference shall apply to all positions at Osage Casinos.
• Applicants must be able to perform all essential functions of job duties with or without reasonable accommodation.

PREFERRED QUALIFICATIONS:

• Experience with Konami Synkros (CMS), Infor HMS (PMS), SSS PDQ (POS), Avigilon surveillance, or Cisco telephony platforms in an operational capacity.
• Experience with enterprise back-of-house applications such as UKG, Intacct, or UKG Workforce Management.
• Experience supporting tribal gaming operations and familiarity with tribal regulatory environments and federal Indian gaming law intersections.
• Demonstrated experience implementing or operationalizing IT automation, AI-assisted workflows, or digital operations tools.
• Familiarity with GASB 96 / SBITA compliance considerations for SaaS and subscription-based technology agreements.
• Experience with ITSM platforms (Ivanti, ServiceNow, or equivalent) including workflow automation and reporting configuration.
• Prior experience developing and presenting technology performance reporting to executive leadership or governing boards.
• Knowledge of cybersecurity operations principles including vulnerability management, access governance, and incident response in regulated environments.

COMMUNICATION:

• Makes efforts to keep informed of company information and communications by reviewing property bulletin boards, digital signage, SharePoint, and company newsletter.
• Conducts at least bi-weekly One-on-One meetings with direct reports, soliciting input from employees.
• Ensures company information provided by management is effectively communicated to assigned staff and ensures staff concerns, requests for information, and ideas for improvement are effectively relayed to management.
• Facilitates the flow of information throughout the area of responsibility by presiding over scheduled meetings with staff and team members as required.
• On an individual basis or in a group format, explains why, shares information, and communicates the purpose of decisions to applicable staff.

GUEST SERVICE:

• Provides excellent internal and external guest services, always treating internal and external guests with courtesy and consideration.
• Cooperates and communicates with all fellow employees, always exhibiting mutual respect and consistently projecting a positive, helpful image/attitude.
• Responsible for promoting outstanding guest relations.

REGULATORY COMPLIANCE:

• Monitors all relevant activities of the area of responsibility, to ensure that all applicable laws, rules, regulations and controls of the organization, and the National Indian Gaming Commission (NIGC) and the Osage Nation Gaming Commission (ONGC) are understood and enforced by all applicable personnel.
• Maintains excellent working relationships with other Company staff and all applicable regulatory commissions and other agencies as may be applicable to ensure compliance.
• Performs all duties in accordance with company core values, objectives of the Osage Nation, internal policies and procedures, as well, as applicable laws and gaming regulations, including but not limited to, the state-tribal compact, IGRA, MICS, ONGR, the Bank Secrecy Act, Office of Foreign Asset Control, USA Patriot Act and Privacy Act.
• Ensures assigned staff are aware of, understand and comply with regulatory requirements and enforces regulatory standards through discipline when necessary.

DEPARTMENT OPERATIONS:

Leadership Competencies:

• • Operational Accountability: Takes personal ownership of system availability, team performance, and service quality outcomes. Holds self and team to defined standards without exception.
  • Strategic Execution: Translates CIO vision and enterprise strategy into disciplined operational plans, project sequencing, and resource allocation decisions.
  • Cross-Property Leadership: Leads effectively in a distributed, multi-site environment — building trust and consistency across geographically dispersed teams without sacrificing local responsiveness.
  • Analytical & Data-Driven Thinking: Leverages operational data and trend analysis to drive decisions, identify risks, and surface improvement opportunities before they become incidents.
  • Risk Awareness & Governance: Proactively identifies operational, regulatory, and technology risks; maintains strong compliance posture and always supports regulatory readiness.
  • Influence Without Authority: Navigates cross-functional relationships with Operations, Finance, Legal, and Compliance to achieve IT outcomes in a complex, stakeholder-rich environment.
  • Developing Others: Invests in team capability through coaching, knowledge transfer, and succession planning — reducing key-person dependency and building organizational resilience.
  • Vendor Accountability: Manages vendor relationships with business rigor — enforcing SLAs, escalating underperformance, and protecting the organization's contractual interests.
  • Change Leadership: Leads teams through technology transitions and organizational change with clear communication, structured planning, and genuine stakeholder engagement.
  • Digital Curiosity: Maintains current awareness of emerging technologies including AI, automation, and digital operations — and brings practical, responsible perspective to their evaluation and adoption.

Operational Excellence & Service Delivery

The Director of IT Operations is accountable for the reliable, secure, and continuously available delivery of technology services across all Osage Casinos properties and the corporate office, fulfilled through the leadership of the Infrastructure Manager, Technical Services Manager, and Applications Manager.

• • Provides strategic direction and outcome accountability for all IT service delivery functions including gaming floor technology, hotel and hospitality systems, enterprise infrastructure, help desk operations, and on-site field support across all properties.
  • Sets and communicates service delivery standards and expectations; holds direct reports accountable for performance within their domains while preserving their operational ownership and decision-making authority.
  • Serves as the senior IT escalation point for major incidents, system outages, or service disruptions that cross functional boundaries or require executive-level coordination and communication.
  • Ensures that 24/7 operational support coverage is maintained across all properties through effective leadership of the Technical Services Manager and field support teams.
  • Partners with Property and Hotel Operations leadership to align technology service delivery with guest experience goals, operational priorities, and revenue-generating system availability.
  • Coordinates disaster recovery planning and business continuity readiness across all technology domains in partnership with the Infrastructure Manager, Technical Services Manager, and Applications Manager.

Enterprise Applications & Data

The Director provides strategic oversight and direction for all enterprise business applications and data systems that support gaming operations, hotel operations, food and beverage, finance, human resources, workforce management, and corporate back-of-house functions.

• • Provides direction and outcome accountability for the availability, performance, and lifecycle management of all enterprise applications including the Casino Management System (Konami Synkros), Property Management System (Infor HMS), Food & Beverage Point-of-Sale (SSS PDQ), and all gaming ancillary systems.
  • Oversees the technology needs of the Corporate Office including enterprise back-of-house applications such as UKG, Intacct, UKG Workforce Management, and other administrative systems; ensures these platforms are supported, maintained, and aligned with organizational needs.
  • Partners with the Applications Manager to ensure application lifecycle management, vendor relationships, system integrations, and key operator engagement are executed effectively and in alignment with enterprise standards.
  • Provides strategic direction for enterprise data architecture, ensuring data structures, governance frameworks, and integration standards support current operational reporting needs and future analytics capabilities.
  • Coordinates the administration and continued development of the enterprise data warehouse in partnership with the Applications Manager and Database Administrator; ensures data availability, integrity, and accessibility for business intelligence and decision-making across all properties and departments.
  • Evaluates emerging application platforms, integration technologies, and data management tools; makes recommendations to the CIO that balance operational feasibility with strategic opportunity.

Technology Governance & Compliance

The Director is responsible for establishing and maintaining the governance frameworks, regulatory compliance posture, and process discipline that protect Osage Casinos' technology environment across all properties.

• • Owns the enterprise IT governance framework including change management, incident and problem management, and service request processes; works with the Technical Services Manager to ensure day-to-day execution is disciplined and well-documented.
  • Ensures all technology systems, configurations, and operational practices remain compliant with NIGC MICS requirements, Osage Nation Gaming Commission regulations, and applicable tribal, federal, and state standards; coordinates with Compliance and Internal Audit as required.
  • Establishes and governs Service Level Agreements (SLAs) with business stakeholders and Operational Level Agreements (OLAs) with IT teams; works with the Technical Services Manager to ensure performance is monitored and reported consistently.
  • Directs cross-property IT standardization initiatives, ensuring common configurations, operational procedures, and technology baselines are established, enforced, and maintained across the enterprise.
  • Partners with the IT Project Manager to ensure new technology initiatives are delivered with operational readiness, proper change management, and seamless transition into ongoing support.
  • Maintains a strong working relationship with the IT Security Analyst to ensure cybersecurity practices, access governance, and vulnerability management are integrated into all operational technology decisions.

Digital Strategy & Innovation

The Director serves as a key driver of Osage Casinos' technology modernization agenda, translating the CIO's strategic vision into operational initiatives that deliver measurable business value. This includes leadership of the organization's AI and data governance bodies.

• • Partners with the CIO to operationalize the enterprise AI strategic roadmap; ensures AI and automation initiatives are evaluated for operational feasibility, implemented responsibly, and measured against defined business outcomes.
  • Chairs the AI Center of Excellence (AI COE); provides governance and strategic leadership over enterprise AI initiatives, responsible AI principles, and the identification of AI-enabled opportunities across gaming, hospitality, and corporate operations.
  • Chairs the Data Committee; provides governance and strategic direction over enterprise data standards, data quality, data classification, and cross-functional data sharing to ensure Osage Casinos maintains a reliable and trusted data foundation.
  • Identifies and champions opportunities to modernize IT operations through process automation, AI-assisted workflows, and digital service delivery improvements; directs managers to evaluate and implement approved initiatives within their domains.
  • Maintains current awareness of technology trends relevant to gaming, hospitality, and tribal enterprise operations; brings informed, practical perspectives to strategic discussions with the CIO and senior leadership.

Vendor, Budget & Cross-Property Standardization

The Director is accountable for the financial stewardship, vendor accountability, and operational consistency of the IT function across all Osage Casinos properties and the corporate office.

• • Assists the CIO in developing, managing, and monitoring the IT operations budget; ensures expenditures align with approved budgets, identifies variances, and recommends corrective action as needed.
  • Manages strategic vendor relationships across all technology domains; holds vendors accountable to contractual commitments and SLA performance, escalating underperformance and driving remediation in partnership with the CIO and legal/procurement functions.
  • Provides technical input and operational perspective to vendor evaluations, RFP processes, and contract renewals; ensures agreements reflect the operational realities of a 24/7 multi-property gaming and hospitality environment.
  • Leads the governance of cross-property IT standardization, ensuring that technology configurations, operational procedures, and support models are consistent across all properties while accommodating legitimate property-level differences.
  • Ensures new property technology deployments, renovations, or service expansions are planned and executed in alignment with enterprise IT standards, coordinates with the IT Project Manager on planning and delivery.
  • Produces regular operational reporting for the CIO on service delivery performance, project status, vendor accountability, and technology risk; ensures leadership has the visibility needed to make informed decisions.
• Performs all other related and compatible duties as assigned.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Knowledge, skills, and experience in the hiring, training, scheduling, and supervision of staff, communications, decision-making, problem solving, complaint resolution, resource allocation, and customer service are preferred.
• Knowledge of casino management systems, electronic gaming machine environments, and gaming floor technology operations.
• Knowledge of enterprise business applications including property management, point-of-sale, human resources, financial, and workforce management systems.
• Knowledge of IT governance frameworks including NIST CSF, ITIL, and gaming regulatory standards (NIGC MICS or equivalent).
• Knowledge of enterprise networking concepts and infrastructure management in multi-site environments.
• Knowledge of current technological developments and trends in area of expertise, including AI, automation, and digital operations.
• Knowledge of NIGC MICS, ONGC Regulations, departmental, and organizational policy and procedures.
• Knowledge of budgeting, cost estimating, and fiscal management principles and procedures.
• Skill in analyzing problems, projecting consequences, identifying solutions, and implementing recommendations.
• Skill in supervising, training, and evaluating assigned staff.
• Skill in planning, organizing, and coordinating information technologies and prioritizing work activities in accordance with established goals and objectives.
• Skill in examining and re-engineering operations and procedures, formulating policy, and developing and implementing new strategies and procedures.
• Strong interpersonal and communication skills and the ability to work effectively with a wide range of constituencies in a diverse community.
• Ability to lead and govern data architecture strategy and enterprise data warehouse operations.
• Ability to chair and facilitate governance committees including the AI Center of Excellence and Data Committee.
• Ability to operate AI and automation initiatives in alignment with responsible AI governance principles.
• Ability to manage multiple projects of high complexity and scope ensuring proper levels of communication, documentation, and management.
• Ability to interact and maintain good working relationships with individuals of varying social and cultural backgrounds, employees, and officials.
• Read, write, speak, and understand the English language. Read Company or departmental reports, newsletters, and documents.
• Protect the Company’s value by keeping information confidential.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Perform assigned tasks under limited supervision. Follow written and verbal instructions.
• Present facts and recommendations in oral and written form. Prepare written reports and correspondence as required.
• Establish and maintain positive relationships with other upper management, supervisory staff, employees, and the public. Work well alone or within a team.
• Exercise sound judgment and make decisions in a manner consistent with the essential job duties and responsibilities.
• See problems and avoid situations that could be deemed illegal or represent a safety hazard to fellow employees or guests.
• Respond to inquiries or complaints from employees, guests, regulatory agencies, and others.
• Travel locally, regionally, or out-of-state as needed.
• Maintain physical condition and stamina appropriate to perform assigned duties.
• Update job knowledge by participating in educational opportunities; professional organizations; attending expos/conventions; and developing/maintaining professional and personal networks.

PHYSICAL DEMANDS:

• The employee regularly required to stand for extensive periods of time, walk, sit, and use hands to finger, handle, or feel objects, tools, or controls.
• Ability to sit, stoop, kneel, crawl, balance, or crouch while performing duties.
• Ability to use hands to finger, handle, or feel.
• Ability to use arms to reach and lift above shoulders.
• Must have normal auditory and good verbal communication.
• Ability to lift upwards of 35 pounds.
• Ability to drag, push, or pull up to 50 pounds.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

WORK ENVIRONMENT:

• Work is typically performed within an office and casino setting.
• Exposure to second-hand smoke.
• Evening and weekend shifts, extended hours, and irregular shifts may be required. Ability to work night and weekends required.
• Availability outside standard business hours to include evenings, weekends, and holidays during major system events, critical incidents, or regulatory activities.
• On-call availability is required on a rotational basis; the Director is expected to respond to major incidents within defined escalation windows.
• Extended hours may be required during major technology deployments, system migrations, or critical business periods.
• The noise level in the work environment is moderate to high.
• The employee may be exposed to risks associated with travel between properties and back and forth to other areas as may be required due to business demands.