Job Description
This role is accountable for owning the end-to-end service relationship with assigned customers, acting as the single
point of accountability for service quality, performance and continual improvement. Operating within an ITIL-aligned service
management framework, you will work closely with customers and internal teams to ensure services are delivered in line with
agreed SLAs, drive continual service improvement (CSI), and build trusted, long-term partnerships based on transparency
and outcomes.

Own and manage the service relationship with assigned customers, acting as the primary point of contact for all
live service matters.
• Represent the customer within Scientific Games, ensuring service performance, risks and improvement opportunities
are clearly understood and acted upon.
• Lead and maintain ITIL-based service governance, including service reviews, SLA reporting, KPI tracking and
escalation management.
• Develop, agree an...