Mgr Service & Support I - Canada

Mgr Service & Support I - Canada

Your growth matters.

At IGT, growth can mean taking on a new challenge, building new skills, or bringing your experience to a different part of our business. Explore opportunities to grow your career, broaden your impact, and continue helping us Innovate with Purpose, Compete Intensely & Win, Lead with Heart, Make It Matter, and Create Value.

Your next opportunity could be right here at IGT.

Responsibilities

• Main point of contact for the customer to the Technology organization: gathers and channels all customer communication related to system support and evolution. Can communicate directly with the customer or indirectly via Sales organization.
• Gathers information about problems, issues and incidents. Coordinates system recovery and fixing (both short and long term activities)
• Gathers customer requirements and channels for future evaluation and implementation
• Communicates to customer and Sales organization any technology related developments with impact on the customer activities, in particular communicates Global issues
• Cooperates with the customer and Sales organization in scheduling of planned activities of technology teams
• Provides estimates and schedules for planned work to the customer and sales organization.
• Main point of contact and coordination with support groups (QA, Infrastructure, Ops support, IT):
• Responsible for channeling customer requirements to support organizations
• Responsible for assuring involvement of proper support resources in planned and ad hoc activities
• Responsible for internal communication and information flow to support organizations.
• Budgets management, reporting and financial tracking responsibilities:
• Overall forecasting of technology effort and spending related to site services/support
• Responsible to ensure that the status report is accurate on the IGT tools (i.e. PPM)
• Attending status meeting with Customer/Sales Organization.
• Creation or supervision of PAF (Project Approval Form) paperwork and entering the appropriate numbers based on the estimation processes.
• Approves the contents of budgets and seeks management approval for the funding.
• Review actuals and ensure that any issues between actuals vs. budget are managed. This would include reporting any issues and coordinating new estimates, if necessary.
• Management of deliveries:
• Responsible for delivery scope definition and agreement with the customer/Sales organization
• Responsible for kicking off estimating and scheduling of deliveries. Review and approval of estimates.
• Work with components/disciplines managers to assure proper staffing.
• Responsible to ensure that the Software Requirements Specification document is complete and gets baselined (if applicable).
• Responsible for projects/batches oversight.
• Seek and obtain customer approval for releases. Responsible for any documentation required by the customer or the IGT data centers.
• Incident management:
• Responsible for organization of hotline support for the site and assuring proper coverage (cooperation with component leads).
• Coordinate daily issues to resolution and ensure that the team understands priorities.
• Responsible that the Technical Data Package is kept up to date. The goal is to ensure that it is up to date for every batch.
• Responsible for prompt reporting to upper management of production issues and their resolution.

Qualifications

• Bachelor's degree in Business, Information Technology, Computer Science, or a related field.

• 10-15 years of experience of a related role within a technology-driven environment.

• Proven ability to gather, analyze, and document complex business and technical requirements with a high level of accuracy and attention to detail.

• Experience translating business and technical requirements into actionable deliverables for cross-functional teams.

• Experience using tools such as Jira and Salesforce.

• Excellent organizational, analytical, and problem-solving skills, with the ability to manage multiple priorities and deadlines.

• PMP certification is preferred but not required.

• LI-CK1

• Keep growing. Keep making an impact.

• Our greatest competitive advantage is our people—and every new opportunity is a chance to bring your experience, curiosity, and perspective to a new challenge. Take ownership of your growth, explore what's possible, and help us shape what's next at IGT.

• IGT is committed to fostering a diverse, equitable, and inclusive workplace that reflects the global communities and customers we serve. We strive to create an environment where all employees feel valued, respected, and empowered.

• We thank all applicants for their interest; however, only those selected for an interview will be contacted.

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