Position SummaryJob Description
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, AlbertaEssential 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
