Client Service Manager
The Client Service Manager acts as the main point of contact for the customer to the Technology organisation. This role gathers and channels all customer communication related to system support and evolution. The manager can communicate directly with the customer or indirectly via the Sales organisation.
The role involves gathering information about problems, issues, and incidents, and coordinating system recovery and fixing activities, both short and long term. The Client Service Manager also gathers customer requirements and channels them for future evaluation and implementation.
Communication of technology-related developments with impact on customer activities, particularly global issues, is a key responsibility. The manager cooperates with the customer and Sales organisation in scheduling planned activities of technology teams and provides estimates and schedules for planned work to the customer and sales organisation.
This position is also responsible for channeling customer requirements to support groups (QA, Infrastructure, Ops support, IT) and assuring the involvement of proper support resources in planned and ad hoc activities. Internal communication and information flow to support organisations is also managed.
Responsibilities include budgets management, reporting, and financial tracking. This involves forecasting technology effort and spending related to site services/support, ensuring status reports are accurate in IGT tools, and attending status meetings with the Customer/Sales Organisation. Creation or supervision of PAF (Project Approval Form) paperwork and entering appropriate numbers based on estimation processes is required. The manager approves budget contents and seeks management approval for funding, and reviews actuals to ensure any issues between actuals vs. budget are managed, reporting issues and coordinating new estimates if necessary.
Management of deliveries includes defining delivery scope and agreement with the customer/Sales organisation, kicking off estimating and scheduling of deliveries, and reviewing and approving estimates. The manager works with components/disciplines managers to assure proper staffing and ensures that the Software Requirements Specification document is complete and baselined, if applicable. Oversight of projects/batches and obtaining customer approval for releases are also key duties. The role is responsible for any documentation required by the customer or the IGT data centres.
Incident management responsibilities include the organisation of hotline support for the site and assuring proper coverage, in cooperation with component leads. Daily issues are coordinated to resolution, ensuring the team understands priorities. The Technical Data Package is kept up to date for every batch. Prompt reporting to upper management of production issues and their resolution is also required.
- Serve as the main point of contact for the customer to the Technology organisation, gathering and channelling all customer communication related to system support and evolution.
- Communicate directly with the customer or indirectly via the Sales organisation.
- Gather information about problems, issues, and incidents.
- Coordinate system recovery and fixing activities, both short and long term.
- Gather customer requirements and channel them for future evaluation and implementation.
- Communicate technology-related developments with impact on customer activities, particularly global issues, to the customer and Sales organisation.
- Cooperate with the customer and Sales organisation in scheduling planned activities of technology teams.
- Provide estimates and schedules for planned work to the customer and sales organisation.
- Channel customer requirements to support groups (QA, Infrastructure, Ops support, IT).
- Assure the involvement of proper support resources in planned and ad hoc activities.
- Manage internal communication and information flow to support organisations.
- Forecast technology effort and spending related to site services/support.
- Ensure that the status report is accurate on the IGT tools (i.e. PPM).
- Attend status meetings with the Customer/Sales Organisation.
- Create or supervise PAF (Project Approval Form) paperwork and enter the appropriate numbers based on the estimation processes.
- Approve the contents of budgets and seek management approval for the funding.
- Review actuals and ensure that any issues between actuals vs. budget are managed.
- Report any issues and coordinate new estimates, if necessary.
- Define delivery scope and agreement with the customer/Sales organisation.
- Kick off estimating and scheduling of deliveries.
- Review and approval of estimates.
- Work with components/disciplines managers to assure proper staffing.
- Ensure that the Software Requirements Specification document is complete and gets baselined (if applicable).
- Oversee projects/batches.
- Seek and obtain customer approval for releases.
- Manage any documentation required by the customer or the IGT data centres.
- Organise hotline support for the site and assure proper coverage (cooperation with component leads).
- Coordinate daily issues to resolution and ensure that the team understands priorities.
- Ensure that the Technical Data Package is kept up to date for every batch.
- Report promptly to upper management production issues and their resolution.
- Bachelor's degree in Business, Information Technology, Computer Science, or a related field (required)
- 7-10 years of experience of a related role within a technology-driven environment (required)
- Proven ability to gather, analyse, and document complex business and technical requirements with a high level of accuracy and attention to detail (required)
- Experience translating business and technical requirements into actionable deliverables for cross-functional teams (required)
- Experience using tools such as Jira and Salesforce (required)
- Excellent organisational, analytical, and problem-solving skills, with the ability to manage multiple priorities and deadlines (required)
- PMP certification (nice-to-have)
International Game Technology (IGT) is a global gaming company best known for designing and manufacturing slot machines, casino systems and digital gaming content. Founded in 1975 and long headquartered in Las Vegas, with major operations in Rome and Providence, it has been one of the largest gaming-machine and lottery suppliers in the world. In 2025 the group's lottery business was renamed Brightstar Lottery, while IGT's gaming and digital division was acquired by Apollo Global Management and combined with Everi, continuing to trade under the IGT brand. The company supplies land-based and online casino games to operators across the globe.