Senior Manager, Client Services
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Job Summary
Gaming:
Welcome to the world of land-based gaming. At Light & Wonder its all about the games and our Gaming team builds cutting-edge technology products and content for the most iconic casinos and operators across the globe.
Position Summary
This role manages cross-functional teams to drive technical excellence operational stability service delivery and customer satisfaction across gaming platforms and related systems ensuring exceptional service quality and reliability.
The ideal candidate brings deep expertise in casino gaming systems strong leadership capabilities and extensive experience managing enterprise customers technical support teams and service operations in highly regulated high-availability environments.
The role requires close collaboration with engineering product sales operations customers vendors and support teams to ensure successful delivery support and continuous improvement of gaming solutions.
This position is based hybrid onsite in Calgary Alberta
Essential Job Functions:
Lead Technical Client Services operations for casino gaming platforms ensuring high availability reliability and operational excellence.
Build and manage strong customer relationships through proactive communication technical consultation and service delivery.
Serve as the primary escalation point managing critical incidents operational reviews and service improvement initiatives.
Partner with customers to understand business needs and deliver scalable technical and operational solutions while driving satisfaction through effective issue resolution and proactive support.
Lead cross-functional teams across production support deployments integrations monitoring and release management.
Oversee incident management root-cause analysis corrective actions and risk mitigation processes.
Collaborate with Product Engineering Operations and Compliance to enhance platform performance customer experience and operational efficiency.
Manage releases upgrades onboarding vendor integrations and compliance with gaming regulations certifications and security standards.
Develop service strategies oversee reporting budgets and vendor relationships and provide strategic updates to executive leadership and stakeholders.
Qualifications
Bachelors degree in Computer Science Information Technology Engineering or related field.
15 years of experience in technical operations client services or gaming technology environments.
5 years of leadership experience within casino gaming iGaming or enterprise technical services.
Strong experience with gaming systems online platforms sportsbook systems or real-time transactional environments.
Proven ability to manage enterprise customers and customer-facing technical teams.
Technical & Functional Experience:
Gaming platforms and casino systems
Production support and incident management
Cloud and distributed systems
APIs and third-party integrations
IT service management frameworks (ITIL)
Monitoring and operational tools
Preferred:
Experience in regulated gaming and compliance environments
Familiarity with casino floor systems hardware integrations or online gaming platforms
Certifications such as ITIL PMP Scrum AWS or Azure
Experience with DevOps automation and observability platforms
Exposure to managed services or SaaS operating models
Required Experience:
Senior Manager
