- 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.
- 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.
- 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.
- 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.
- 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.
- Responsible for prompt reporting to upper management of production issues and their resolution.

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

- 7-10 years of experience of a related role within a technology-driven workplace.
- 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.

Core Competencies

Demonstrates expertise in gathering and analyzing complex business and technical requirements, ensuring accurate documentation and effective communication with customers and cross-functional teams. Proficient in project management and coordination, with a focus on delivering actionable solutions and maintaining organizational efficiency. Highest-signal resume keywords - Requirements Gathering - Project Management - Jira Experience - Salesforce Experience - Budget Management ATS Optimization Keywords Hard Skills - Business Analysis - Technical Documentation - Project Approval Form Creation - Scope Definition - Estimation and Scheduling Soft Skills - Organizational Skills - Analytical Skills - Problem-Solving Skills - Communication Skills - Interpersonal Skills Certifications &

Qualifications - PMP Certification Industry Keywords - Technology-Driven Environment - Customer Communication - System Support - Cross-Functional Teams - Budget Oversight Tools & Technologies - Jira - Salesforce - IGT Tools - PPM

📌 Client Service Manager (Moncton)
🏢 Jobtailor
📍 Moncton