Application Manager

Who We Are

At [Employer hidden — view at passion-project.co.uk], we don’t just offer jobs—we create experiences. Whether it's the electric buzz of our city casinos or the slick precision of our online platform, we’re the heartbeat of high-end gaming. From the iconic Empire Casino in Leicester Square to the luxury of Metropolitan Mayfair, our ten venues across the UK and Egypt are made for those who live life full throttle.

Benefits

We value our employees and offer a benefits package to ensure your job is both fulfilling and rewarding. We offer the opportunity to learn and grow within the company, regular training and development, and to be part of an exciting high-performance team. On top of our competitive salary, here are some of the benefits we offer:

• 50% off food and beverages in all UK venues
• Extensive Rewards platform: discounts on travel, retail, hospitality, health and much more
• Company Sick Pay
• Company Pension
• Life Assurance
• Refer a friend incentive
• Financial advice services
• Employee health and wellbeing services
• Virtual GP Services
• Season Ticket Loans
• Cycle to work scheme

What We Are Looking For

The Gaming Application Manager is responsible for the end-to-end ownership, support, and optimisation of casino gaming applications, ensuring systems are stable, compliant, performant, and aligned with business objectives.

The role acts as the primary liaison between vendors, operations, and internal stakeholders, supporting both day-to-day operations and project delivery.

Main Responsibilities

Application Ownership

• Act as application owner for assigned casino gaming systems (e.g. CMS, slots systems, table management, loyalty, jackpot, player tracking).
• Maintain full lifecycle oversight including configuration, upgrades, patching, performance, and retirement.
• Ensure applications meet regulatory, security, and audit requirements.
• Maintain application documentation, architecture diagrams, and support runbooks.

Vendor & Third-Party Management

• Manage relationships with gaming system vendors, platform providers, and integrators.
• Own vendor SLAs, support contracts, escalation paths, and performance reviews.
• Coordinate vendor-led upgrades, fixes, and incident resolution.
• Assess vendor change requests, releases, and roadmaps for business impact.

Query & Incident Management

• Act as 2nd/3rd line support for application-related incidents and service requests.
• Analyse, triage, and resolve application queries, data issues, and defects.
• Own root cause analysis (RCA) for major incidents and implement preventative actions.
• Collaborate with Service Desk, Infrastructure, Security, and Vendors to restore service.

Operational Support

• Ensure 24/7 operational stability of casino gaming applications (on-call / rota if applicable).
• Monitor system performance, data integrity, and interfaces.
• Support regulatory reporting, audits, and system validation activities.
• Manage system configurations across production, test, and disaster recovery environments.

Project & Change Management

• Lead or support application-related projects, including new system implementations, upgrades, integrations, and migrations.
• Translate business and operational requirements into technical and vendor deliverables.
• Manage application change through formal change management and release processes.
• Coordinate UAT, go-live activities, and post-implementation support.

Stakeholder Management

• Act as a key interface between Casino Operations, Finance, Compliance, Security, and IT.
• Provide clear communication on incidents, changes, risks, and system performance.
• Support operational teams with system knowledge and best practices.

Key Skills & Experience

Essential

• Experience supporting casino, gaming, or highly regulated transactional systems.
• Strong understanding of application ownership and vendor management.
• Proven experience in incident, problem, and change management.
• Ability to manage multiple priorities in a 24/7 operational environment.
• Strong analytical and troubleshooting skills.

Qualifications

Degree in IT, Computer Science, Engineering, or equivalent experience.

ITIL Foundation or similar (desirable).