Job Description

Company Description
Light & Wonder is the global leader in cross-platform games and entertainment. The company brings together 5,000 employees from six continents to connect content between land-based and digital channels with unmatched technology and distribution. Guided by a culture that values daring teamwork and creativity, Light & Wonder builds new worlds of play, developing game experiences loved by players around the globe. The company’s OpenGaming(tm) platform powers the largest digital-gaming network in the industry. Light & Wonder is committed to the highest standards of integrity, from promoting player responsibility to implementing sustainable practices. To learn more, visit lnw.com.


The Senior Customer Delivery Manager (SDM) is responsible for making sure that Light & Wonder (LnW) services and products are being seamlessly delivered to LnW customers. The SDM is in charge of a variety of tasks, such as leading project teams, identifying risks and resolving issues, monitoring progress across all customer tasks, tracking P3-P5 incidents to resolution, and managing Time and Material budgets (T&M). The CDM plays a vital role in boosting the customer engagement by ensuring the smooth delivery of top-notch services and products that meet and exceed customer needs. Your responsibilities would include:

• Own delivery plans and status updates shared with internal and external teams. Point of contact for customer teams
• Work together with the leads of both local and remote teams to plan and deliver against requirements defined by customers and product teams.
• Proactive provision of continuous improvement by investigating ways to enhance the quality of communication, processes and data driven decisions. Enable the workflow from start to finish with a focus on delivering business value.
• Maintaining high performance levels for delivery-related processes, and implementing improvement activities wherever necessary
• Taking accountability for customer delivery performance, meeting customer expectations, and driving future demand.
• Providing accurate and regular reports to the management on performance of their customer deliveries and customer requests
• Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments
• Identify, manage delivery risks and escalate issues, where appropriate.
• Work with team leads to plan delivery following agile methodologies, promoting smaller increments.
• Work with team leads to collect agile metrics that can be used to improve predictability and to help the team make data driven decisions.
• Collaborate with other Delivery and Programme Managers, exchanging ideas, working on improvements of process.
• Release coordination & planning with the internal teams, regulators and customers.
• Customer communication management, follow a defined governance model to manage comms and expectations with the customer
• Oversee incident planning as part of ongoing releases and support with escalations
• T&M financial management, including project creation, time tracking and month end processes to support the finance department.

• All internal teams – Product, Development, Quality Assurance, Release Management, Compliance, Commercial & Technical Account Managers.
• Customer teams
• Regulators

• Project Management Qualification – Prince2, Agile, SCRUM, PMP
• Knowledge of the gambling industry (specifically Casino)

• A value-oriented attitude, ability to build congruency and work with others towards a common goal.
• Pragmatist, being able to adapt to change, hold on to commitments, work with limited supervision, and deliver on time.
• Motivated, confident, self-sufficient, focused and determined.
• Well organized and consistently meets commitments.