Senior Manager, Client Services

Position Summary

The role manages cross‑functional teams to drive technical excellence, operational stability, service delivery, and customer satisfaction across gaming platforms and related systems. The candidate will bring 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 position is based hybrid onsite in Calgary, Alberta.

• 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.

• Bachelor’s 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, sports book systems, or real‑time transactional environments.
• Proven ability to manage enterprise customers and customer‑facing technical teams.

• 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.

• 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 Dev Ops, automation, and observability platforms.
• Exposure to managed services or SaaS operating models.

Light & Wonder is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.