Share this Job

Service Delivery Manager


Prague, PR, CZ, 190 00

Requisition ID:  9155

IGT (NYSE:IGT) is a global leader in gaming. We deliver entertaining and responsible gaming experiences for players across all channels and regulated segments, from Lotteries and Gaming Machines to Sports Betting and Digital. Leveraging a wealth of compelling content, substantial investment in innovation, player insights, operational expertise, and leading-edge technology, our solutions deliver unrivaled gaming experiences that engage players and drive growth. We have a well-established local presence and relationships with governments and regulators in more than 100 countries around the world, and create value by adhering to the highest standards of service, integrity, and responsibility. IGT has approximately 10,500 employees. For more information, please visit


Role Overview:


Job Title: Service Delivery Manager

Location: Prague


The SERVICE DELIVERY MANAGER is end-to-end responsible for the service delivery of all services towards Sazka lottery.

The role is contractually obligation as per the contract with Sazka to provide consultation services (in the Czech language) related to any part of the Solution (e.g., modules within the
Central Computer System). He/She will be physically present in the IGT’s local business
premises (i.e. in the Czech Republic), available during regular business hours (i.e. from
9:00 a.m. to 5:00 p.m. CET), and able to provide the appropriate information for
SAZKA upon request

The SERVICE DELIVERY MANAGER works within the business organization of IGT and has contacts with all delivery, project and operational teams providing services.
He/she reports to the Account Development Manager who heads the business activities for Sazka.
He/she assures the quality, efficiency, and set-up of the delivered services according to the requirements of the Contract.



He/she is responsible for:

o    Acting as key contact for our customer for all services deliveries
o    Ensuring that the customer is satisfied with company projects and services of all the verticals (Technology, iLottery, Gaming, Operations and Field Services)
o    Ensuring that schedules and budgets are met according to contractual agreements
o    Ensuring the SLA objectives for the services are attained month after month
o    Monitoring and ensuring all service delivery aspects are handled according to the contract requirements and terms
o    Working with client to cultivate future projects and qualify new opportunities
o    Consulting with other team members (project management/services/support/customer care) to be sure mutual objectives are met
o    Providing both management and technical leadership
o    Leading the strategic development of the client relationship function, addressing business requirements and goal
o    Stimulates continuous improvement for the services in a structural way and co-operates to innovation initiatives
o    Anticipate details of future projects by communicating directly with customers and internal teams



o    Minimum 5-year experience in a service delivery environment
o    Proven record of accomplishment of successfully of working in cross-functional teams and project delivery excellence
o    Excellent interpersonal skills at all levels, especially with clients
o    Preferred experience in directly managing people and virtual teams
o    Good knowledge of IT delivery processes and experience in ITIL practices
o    Knowledge of ISO 20 000 and ISO 27 0001 is a plus
o    Ability to priorities multiple different tasks and execute to a high standard in a changing work environment
o    Works well and remains calm under pressure
o    Strong organizational, presentation, and customer service skills
o    Fluent in Czech and English


o    BS degree required in Information Technology or related field



IGT is committed to sustaining a workforce that reflects the diversity of the global customers and communities we serve, and to creating a fair and inclusive culture that enables all our employees to feel valued, respected and engaged.  IGT is an equal opportunity employer. We provide equal opportunities without regard to race, color, religion, gender, sexual orientation, gender identity, gender expression, pregnancy, marital status, national origin, citizenship, covered veteran status, ancestry, age, physical or mental disability, medical condition, genetic information, or any other legally protected status in accordance with applicable local, state, federal laws or other laws. We thank all applicants for applying; however, only those selected to interview will be contacted.

IGT (NYSE: IGT) is the global leader in gaming.  For more information, please visit