Head of Support
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.
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.
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
Effective handling of all alerts received through SGD monitoring systems
Continual improvement of alert work instructions
Identification of needed improvements to monitoring solutions
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
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
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
All your information will be kept confidential according to EEO guidelines.