Senior Manager, Client Services

Gaming:

Welcome to the world of land-based gaming. At Light & Wonder, it’s 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

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

• 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, 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