Job Description

Company Description

SG Digital is a world leading provider of software for the Sports betting and Casino (iGaming) industry.  It’s Sportsbook and Casino products drive many of the world’s leading betting and online gaming brands worldwide.  Products are a mix of SaaS and on-premise deployments due to regulatory requirements.

Job Description

Role

The Head of Operator Support has day-to-day responsibility for the technical support teams managing incidents, requests and problems. This includes all BAU activities to ensure incidents and requests are dealt with efficiently while maintaining a high standard of investigation and communication to the operators concerned.

Teams include the Technical Service Desk which acts as the frontline for all issues coming into SG Digital Support, and product specialist support teams, e.g. Sportsbook Support.

This role also has a focus on the relationships with our operators to ensure a high level of customer service.

Responsibilities

Team Management

  • Operational and line management of the top-level Support Leads/Managers for the technical support teams within the Technical Operations Center

  • Ownership of support rotas in each region

  • Team structure and resourcing to best achieve desired levels of performance

  • Continuous development of technical and communication skills to deliver the highest levels of customer care

Incident / Request Management

  • Effective handling of all incoming incidents and service requests according to agreed process

  • Working with the Incident Managers for effective resolution of Major Incidents

  • Internal and external escalations for individual support issues

  • Performance against SLAs

  • Attending service reviews with Operators for service performance discussion

  • Continual improvement of customer service levels for the operators

Alert Management

  • Effective handling of all alerts received through SGD monitoring systems

  • Continual improvement of alert work instructions

  • Identification of needed improvements to monitoring solutions

 

General

  • Working with the directors within the Technical Operations Center to improve processes and quality of service to our operators

  • Working with stakeholders to ensure appropriate training paths are in place for all technical support teams

Reporting

  • Daily/weekly tracking of KPIs

  • Ensuring high standards of data entry by the support teams to ensure reported data is accurate and trustworthy

  • BAU performance reporting in service reviews with Operators

Qualifications

  • Track record in managing large, distributed support functions

  • Experience in implementing ITIL-based processes

  • Proven skills in managing stakeholder relationships

  • Track record of instilling high standards and a culture of customer care

Additional Information

All your information will be kept confidential according to EEO guidelines.

 

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Application Instructions

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