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Service Operations Manager

4 months ago

Melbourne, Australia Sportsbet Full time

**About us**

Sportsbet's purpose is to bring excitement to life for its customers and we do this by over delivering on excitement through serious fun, disrupting the status quo and living our values. We’re a flexible, progressive, open-minded, and inclusive employer with over 7000 cool, clever and curious people around the world. We’re a global player, but in Melbourne, Sydney and Darwin we’re tight knit, with 800 of us bringing excitement to life every day.

Our commitment to responsible gambling is genuine and demonstrated through the wide range of responsible gambling initiatives and tools

**About the role**

This is an exciting role leading the Technology Service Operations and Delivery function across all client products, managing a team to provide a 24x7 response, triage, support and co-ordination capability. Key responsibilities include:

- Provide responsive 24x7 incident management support services and a problem resolution processes with Dev Ops teams, with clear visibility and transparency of their performance and operation.
- Establishing systems, policies and procedures knowledge base designed to drive excellence in our system performance maximising its availability and stability for our customers.
- Managing change impact upon production systems and processes (Coordinates software changes and release through all stages of the development lifecycle)
- Managing environmental incident, change and control processes
- Managing and coordinating the IT support team members including workload management, task allocation and professional development
- Communicating and leading at all levels, and fostering an environment that encourages and recognises success, close collaboration with other teams
- Ensuring effective monitoring, control and support of service delivery within a Dev Ops environment
- Mitigating and solving escalations with urgency and determination; attribution

**About You**

We are looking for somebody who is highly-motivated, delivery focused and passionate about working with our stakeholders. You are passionate about coaching and mention others to bring out the best in them
- Proven experience in a service operations role across multiple client products with the ability to engage with the Dev Ops teams
- Excellent communication and collaboration skills, with the ability to influence and engage up and down steam
- Excellent understanding of technical issue resolution, workflow and systems
- Ability to work under pressure and think clearly in challenging situations in a logical manner
- Highly motivated, collaborative, and proactive with a strong level of energy and enthusiasm, with an appetite for learning, knowledge sharing and continuous improvement
- Excellent understanding of IT service delivery and support methodologies and processes, ITIL would be beneficial
- Excellent analytical skills, coupled with a strong sense of ownership, urgency and drive.
- Good understanding of traditional and cloud technologies.

**The Perks**
We don’t expect you to do this for free, so along with your salary we will also provide you with:

- 25 days annual leave
- A best-in-class Parental Leave program with six months paid leave for Primary Carers

Sportsbet is committed to ensuring we create employment opportunities that suit your lifestyle. We’re open to discussing how this role might be performed in a part-time basis

We’re a flexible, progressive, open-minded, and inclusive employer who welcomes you for who you are, as you are.

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