BettingJobs is partnering with a leading provider of cutting-edge gambling software solutions in their search for a Service Operations Manager to join their team in Kuala Lumpur.
Responsibilities:
Develop, implement, and continuously refine service operations processes to enhance efficiency and effectiveness.
Ensure adherence to industry standards and best practices while driving process improvements.
Lead, mentor, and manage a team of service operations professionals, fostering a positive and collaborative work environment.
Oversee incident response, ensuring swift resolution and conducting post-incident reviews to prevent recurrence.
Identify root causes of recurring issues and implement corrective and preventive measures.
Monitor and manage service level agreements (SLAs) and key performance indicators (KPIs) to maintain high service standards.
Provide regular performance reports and insights to management, highlighting areas for improvement.
Drive customer satisfaction by addressing inquiries, resolving issues promptly, and building strong client relationships.
Collaborate with cross-functional teams, including product and engineering, to ensure customer needs are met and service enhancements are implemented.
Identify opportunities for process innovation and implement solutions to optimise service delivery.
Stay informed on industry trends, emerging technologies, and best practices, particularly in the iGaming sector.
Troubleshoot and resolve complex technical issues, leveraging deep knowledge of iGaming products and systems.
Requirements:
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.
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Responsibilities:
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