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The Senior Service Operations Manager is accountable for the Service Operations capability, ensuring SLA-aligned delivery across incident management, support, commercial engagement, and client response. The role strengthens process discipline, develops team capability, and aligns operations with the company’s operating model and business functions, with a clear mindset of applying technology and innovation to drive service excellence.

Overview

Your Mission

Ensure Service Operations consistently delivers against SLAs by driving incident management excellence, embedding structured intake and prioritisation, advancing automation, AI, and efficiency, and building strong alignment with Delivery and Commercial teams.

What you’ll do

• Lead and coach the Service Operations team to build maturity, accountability, and continuous improvement.
• Operate a timely and effective incident process that maintains stakeholder trust, drives swift resolution, and enables corrective and preventive actions.
• Embed structured intake processes with defined channels, request definitions, and SLA alignment to shift from reactive work to priority-led delivery.
• Champion workflow efficiency and technology initiatives (including AI, tooling, and automation) to enable stakeholder autonomy and reduce unnecessary handovers.
• Oversee SLA, KPI, and satisfaction tracking, ensuring insights are translated into measurable improvement actions.
• Build integrated ways of working with the Delivery and Commercial teams so priorities are understood, coordinated, and delivered effectively.

What you'll bring

• Proven leadership experience in Service Operations or IT Service Management, covering both people management and process leadership.
• Strong track record of achieving SLA targets and leading effective incident management.
• Experience in designing and implementing structured intake and prioritisation frameworks, such as impact/urgency matrices, WSJF, or MoSCoW.
• Ability to deliver automation and workflow efficiency in lean environments.
• Skill in building collaborative, outcome-focused relationships across functions.
• Experience with applying agent-based AI technologies to enhance support and service operations.

What's in it for you

• Inspiring and fulfilling work at an innovative and values-driven company creating cutting-edge tech
• Attractive salary and customisable benefits package
• Flexible working hours and ways of working (we promote hybrid working model)
• Contemporary and accessible office environments with a range of workplace perks
• Being part of a team with a forward-looking, international mindset and agile working practices
• A friendly, inclusive and multicultural environment
• Wellbeing programmes, learning and personal growth opportunities
• A range of employee events throughout the year
• Opportunities to shape the tech community within and outside of the company, through mentoring and knowledge-sharing

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Information Technology

Industries

• Gambling Facilities and Casinos

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Reading, England, United Kingdom