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    Service Operations Manager

    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.
    • Knowledge of iGaming industry and products.

    Consultant

    Jack Finnie

    Get in touch