Senior client support consultant helping CIBC, a relationship - oriented bank, improve client service and advisory practices. Coaching leaders, analyzing service trends, and driving operational consistency.
About the role
- Client Service Manager coordinating gaming technology support, incidents, budgets, and deliveries for IGT customers in Moncton. Managing customer requirements and cross-functional technology teams across support and project activities.
Responsibilities
- Serve as the main point of contact between the customer and Technology organization for system support and evolution
- Gather and channel customer communications, problems, issues, incidents, and requirements
- Coordinate short- and long-term system recovery and issue resolution
- Communicate technology developments and global issues to customers and Sales
- Coordinate planned technology activities, estimates, schedules, and customer approvals
- Coordinate with QA, Infrastructure, Operations Support, and IT groups
- Manage technology effort and spending forecasts, budgets, status reporting, financial tracking, and variance resolution
- Create or supervise Project Approval Form paperwork and obtain funding approval
- Define delivery scope, initiate estimation and scheduling, review estimates, and ensure proper staffing
- Oversee projects and batches, Software Requirements Specification baselining, releases, and customer or data-center documentation
- Organize hotline support and ensure proper site coverage
- Coordinate daily issues to resolution and communicate priorities
- Keep the Technical Data Package current for every batch
- Promptly report production issues and resolutions to upper management
Requirements
- Bachelor's degree in Business, Information Technology, Computer Science, or a related field
- 7–10 years of experience in a related role within a technology-driven environment
- Ability to gather, analyze, and accurately document complex business and technical requirements
- Experience translating business and technical requirements into actionable deliverables for cross-functional teams
- Experience using Jira and Salesforce
- Excellent organizational, analytical, and problem-solving skills
- Ability to manage multiple priorities and deadlines
- PMP certification preferred but not required
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