Senior Manager, Client Services

TL;DR

Senior Manager, Client Services (iGaming): Manage cross-functional teams to deliver technical excellence, operational stability, and service quality across casino gaming platforms with an accent on high-availability operations, incident management, and regulated service delivery. Focus on leading enterprise customer support, driving root-cause corrective actions, and overseeing releases, integrations, and compliance to ensure reliable customer outcomes.

Location

Location: Calgary, Canada (hybrid onsite in Calgary, Alberta)

Company

Light & Wonder builds land-based gaming technology, products, and content for casinos and operators worldwide.

What you will do

• Lead Client Services operations for casino gaming platforms, ensuring high availability, reliability, and operational excellence.
• Own customer relationships through proactive communication, technical consultation, and service delivery.
• Act as the primary escalation point for critical incidents, operational reviews, and service improvement initiatives.
• Lead cross-functional execution across production support, deployments, integrations, monitoring, and release management.
• Drive incident management, root-cause analysis, corrective actions, and risk mitigation.
• Oversee releases, upgrades, onboarding, vendor integrations, and compliance with gaming regulations, certifications, and security standards.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field.
• 15+ years of experience in technical operations, client services, or gaming technology environments.
• 5+ years of leadership experience in casino gaming, iGaming, or enterprise technical services.
• Strong experience with gaming systems and real-time transactional environments (e.g., online platforms, sportsbook systems).
• Proven ability to manage enterprise customers and customer-facing technical teams.

Nice to have

• 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.

Culture & Benefits

• Hybrid onsite work in Calgary, Alberta.
• Cross-functional collaboration with engineering, product, sales, operations, customers, vendors, and support teams.
• Focus on operational stability, service quality, and continuous improvement in highly regulated environments.
• Strategic ownership of reporting, budgets, and vendor relationships with updates to executive leadership.