Service Operations Manager

At SpinCity Solutions, we're seeking a Service Operations Manager to lead and optimise our iGaming product support. This role will involve implementing and maintaining robust processes, overseeing a cross-functional team, prioritising customer needs, leading incident response, identifying and resolving root causes, monitoring service level agreements, and driving continuous improvement initiatives. The ideal candidate will possess strong technical knowledge, proven experience in managing service operations teams, excellent problem-solving and decision-making skills, strong communication and interpersonal skills, and a customer-centric approach to service delivery.

Responsibilities:

Process Management:

• Develop, implement, and maintain robust service operations processes and procedures.

• Continuously review and optimize processes to improve efficiency and effectiveness.

• Ensure adherence to established processes and standards.

Team Leadership:

• Lead and manage a team of service operations professionals.

• Recruit, hire, and onboard new team members.

• Provide coaching, mentoring, and performance feedback to team members.

• Foster a positive and collaborative team culture.

Incident Management:

• Lead incident response and resolution activities.

• Coordinate with various teams to minimize service disruptions.

• Conduct post-incident reviews to identify lessons learned and prevent future incidents.

Problem Management:

• Identify and analyze root causes of recurring issues.

• Implement corrective and preventive actions to resolve problems.

• Track and monitor problem resolution efforts.

Service Level Management:

• Monitor and manage service level agreements (SLAs) and key performance indicators (KPIs).

• Proactively identify and address potential service delivery issues.

• Report on service performance metrics to management.

Customer Focus:

• Prioritize customer satisfaction and build strong relationships with customers.

• Address customer inquiries and complaints promptly and professionally.

• Collaborate with product teams to ensure customer needs are met.

Continuous Improvement:

• Identify opportunities for process improvement and service enhancement.

• Implement innovative solutions to improve service delivery.

• Stay updated on industry trends and best practices.

Technical Expertise:

• Possess a strong understanding of igaming products and systems.

• Stay current with emerging technologies and industry standards.

• Troubleshoot and resolve complex technical issues.

• 
  Bachelor's degree in Computer Science, Engineering, or a related field.

• 5+ years of experience in service operations or a similar role.

• Strong understanding of ITIL or other service management frameworks.

• Proven experience in managing and leading teams.

• Excellent problem-solving and decision-making skills.

• Strong communication and interpersonal skills.

• Experience with incident management, problem management, and change management.

• Knowledge of igaming industry and products.